Andrea Zayek
Fountain Inn
Summary
Versatile Technical Support Representative skilled at offering users easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
5
5
years of professional experience
Work History
End User Support Technician
Fidelity Investments
07.2025 - Current
- Provided tier 1 technical support for diverse hardware and software issues
- Provided technical support for Windows 11, MacOS, and Azure Virtual Desktops
- Diagnosed and resolved incidents using ticketing systems such as Service-Now, ensuring efficient case management.
- Documented troubleshooting processes and solutions to enhance team knowledge base.
- Utilized strong customer service skills through chats and phone calls
- Developed familiarity with remote assistance applications like Bomgar
- Aided end users using Active Directory, providing support for password resets and unlocks
- Assisted users with EntraID registration and supprt
- Educated end users on best practices for maintaining system health and preventing future issues.
- Assessed the needs of end users to recommend appropriate hardware or software upgrades as necessary.
- Assisted end users with software installation, configuration, and troubleshooting.
- Managed high levels of call flow and chats to respond to technical support needs.
- Created user accounts for Windows and Mainframe
- Monitored system performance to identify potential issues.
- Assisted users with issues relating to Mainframe Rumba such as password resets and more
- Diagnosed and resolved issues with Lexmark and personal printers
- Aided users by resolving issues with different VoIP software such as Zoom phone and Genesys Workspace
- Provided support for Microsoft 365 applications such as Outlook, Teams, OneDrive, Excel and more
Network Communications Specialist
U.S. Army Reserves
05.2024 - Current
- Trained other companies on how to properly set up and use VHF radios
- Facilitated seamless VHF connections with Range control to complete operational effectiveness & company exercise using VHF communication devices
- Conducted detailed inventories of sensitive signal & communications items, meticulously identifying any missing inventory through focused attention to detail & expert inventory management skills
- Assisted other employees with any problems with IOS or Windows 10 and 11 to complete daily tasks
- Performed multiple communication exercises establishing network connectivity using satellite communication and configuring cisco routers and switches
- Configured Taclanes and network tunnels to the Regional Hub Node, confirming connectivity between our location to the Regional Hub Node
- Lead and assisted leadership with training exercises further deepening teamwork and expanded knowledge of our training equipment
Network Communications Specialist
Active Duty U.S. Army
03.2021 - 04.2024
- Guided colleagues in the operation, troubleshooting, & maintenance of VHF & UHF radios, enhancing operational efficiency through hands-on demonstrations & simulated scenarios
- Demonstrated proficiency in deploying & guiding personnel on the placement of an OE-254/GRC ground antenna for enhanced communication efficiency utilizing specialized wiring & connectors
- Implemented VHF radio installations at launching stations to optimize connectivity with the engagement control station, streamlining operations & reducing installation time by 15 minutes
- Configured the internal network for higher echelons utilizing Ruggedized iQ1000 (RiQ), TACLanes, UHF Radios, & VLAN configuration skills
- Troubleshot any layer 1 and layer 2 issues within the company and assist other companies with networking issues with computer connectivity.
- Enhanced data security measures, communication encryption protocols, & secure communication processes by setting up & loading TACLanes, KIV-77 (IFF), & KIV-7M encryption/decryption devices utilizing advanced encryption technologies
- Led a class focusing on the operation of the Single Channel Ground & Airborne Radio System radio alongside a simple key loader, resulting in elevated proficiency in radio usage
- Managed configurations & operations of Cisco routers & switches, acquiring foundational expertise in router & switch setup
- Aided another units with uploading codes onto their equipment through radio intercomms.
- Accelerated decision-making, efficiency, & project timelines by swiftly assimilating new information & materials from the organization
Education
High School Diploma -
Joliet West High School
Joliet, ILSkills
- Manage and troubleshoot a basic network infrastructure, using common ports and networking protocols
- Install, configure, and differentiate between common network devices
- Install and manage wired and wireless networks, adhering to standards and using modern testing tools
- Identify and troubleshoot performance and connectivity issues
- Active listening
- Verbal and written communication
- Decision-making
- Remote support
- Software installation
- Desktop support
- Technical troubleshooting
- Customer service
Timeline
End User Support Technician
Fidelity Investments
07.2025 - Current
Network Communications Specialist
U.S. Army Reserves
05.2024 - Current
Network Communications Specialist
Active Duty U.S. Army
03.2021 - 04.2024
High School Diploma -
Joliet West High School