Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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ARMIREAL RODGERS

Summary

Motivated professional with a strong technical background and problem-solving abilities, seeking to launch a career in Information Technology. Leveraging effective communication skills to excel in a dynamic IT environment, committed to delivering exceptional technical solutions, collaborating with cross-functional teams, and supporting a wide range of IT-related initiatives to drive organizational success. Skilled IT support professional with expertise in handling complex technical issues, troubleshooting, system administration, and user support. Known for fostering collaboration within teams, adapting to evolving situations, and delivering impactful results through excellent communication, problem-solving, and customer service skills.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Help Desk Analyst

Berry Appleman & Leiden
05.2024 - Current
  • Provided Tier 1 IT support to non-technical internal and external users through desk side support services.
  • Used ticketing systems to manage and process support actions and requests.
  • Logged support tickets and closed when issues were resolved.
  • Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems.
  • Managed high levels of call flow and responded to technical support needs.
  • Collaborated effectively with cross-functional teams on large-scale projects, ensuring seamless integration of end-user support throughout the project lifecycle.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed and configured operating systems and applications.
  • Researched and identified solutions to technical problems.
  • Actively participated in ongoing professional development opportunities to stay current on industry trends and technology advancements impacting the help desk environment.
  • Supported end-users in software installations, hardware upgrades, and network troubleshooting to optimize system performance.

At Home Advisor

Apple
02.2023 - 03.2024
  • Provided expert customer support by promptly addressing inquiries and efficiently troubleshooting issues related to Apple products, software, and services.
  • Diagnosed and resolved a wide range of technical problems, including both hardware and software issues, while maintaining a patient and courteous demeaner.
  • Maintained up-to-date knowledge of Apple products, features, and technology to effectively assist customers in resolving their inquiries and technical challenges.
  • Adhered to Apple's established support protocols and guidelines, ensuring the utmost confidentiality and data security standards.
  • Methodically documented all customer interactions and technical solutions in a knowledge base system, contributing to the development of a comprehensive support database for future reference.

Support Technical Account Manager Intern

Tanium
06.2022 - 08.2022
  • Demonstrated exceptional professionalism in engaging with customers, efficiently gathering information about their technical needs and challenges, and ensuring prompt resolution of their inquiries.
  • Acquired an in-depth understanding of Tanium's product offerings, including their features, capabilities, and implementation processes, enabling me to provide accurate and effective support.
  • Collaborated with the Technical Account Management (TAM) team to diagnose and resolve a wide range of technical issues faced by customers, effectively coordinating with other departments as necessary to ensure timely and satisfactory solutions.
  • Actively participated in instructor-led training sessions and workshops, elevating both technical and communications skills and adopting best practices in customer support and relationship management.

Education

Bachelor of Business Administration - Information Technology

Texas Tech University, Rawls College of Business
Lubbock, TX
05.2024

Skills

  • Desktop support
  • Incident management
  • Remote support management
  • Ticketing systems
  • Teamwork and collaboration
  • Problem-solving
  • Office 365 training and support
  • Office 365 troubleshooting
  • Office 365 licensing management
  • Active Directory management
  • ServiceNow experience
  • Asana software

Certification

  • Workflow Specialist, Asana - March 2025

Timeline

Help Desk Analyst

Berry Appleman & Leiden
05.2024 - Current

At Home Advisor

Apple
02.2023 - 03.2024

Support Technical Account Manager Intern

Tanium
06.2022 - 08.2022

Bachelor of Business Administration - Information Technology

Texas Tech University, Rawls College of Business

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