Cana Parker
Atlanta,USA
Summary
Highly motivated and results-oriented professional seamlessly combining exceptional customer service skills with in-depth technical knowledge. Consistently achieving high customer satisfaction and exceeding aggressive business goals. Expertise in information technology, effectively implementing, monitoring, and maintaining systems. Staying up-to-date with the latest advancements to address complex technical challenges. Proficient in managing database maintenance, data transfer, and security for smooth operations. Strong communication skills and adaptability for effective collaboration with teams. Assessing individual customer needs and providing comprehensive product information to consistently surpass daily, monthly, and yearly performance expectations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technical Support Technician
Mercedes Benz USA – ADSL
Atlanta, GA
06.2025 - Current
- Delivered both on-site and remote technical support to executives, CEOs, Board members and 800+ corporate staff members across a multinational headquarters, resolving complex hardware, software, and network issues with a 95%+ satisfaction rate.
- Diagnosed and resolved complex, escalated technical issues across Windows 10/11, Microsoft 365 (Office apps, Teams, Outlook, Sharepoint, Onedrive) Azure Active Directory, and Intune, ensuring minimal user downtime.
- Installed and upgraded software, drivers, and hardware components; ensured compliance through proactive patch management and post-deployment follow-ups to maximize uptime.
- Administered and maintained core network infrastructure, including Active Directory, DHCP, DNS, and TCP/IP configurations, enhancing overall network stability and security.
- Designed and enforced standardized technical support procedures and compliance monitoring protocols, reducing support inconsistencies and increasing adherence to IT policies.
- Managed the full lifecycle of technical support tickets, ensuring accurate documentation, efficient triage, and timely resolution using enterprise ticketing platforms (e.g., ServiceNow, Core, JIRA).
- Consistently maintained confidentiality and delivered high-touch support to executive leadership, contributing to improved trust and reliability in IT services across entire organization.
Mac+ Technical Advisor
Apple Support
Atlanta, Georgia
03.2019 - Current
- Installed, configured, and troubleshot applications across multiple platforms (iOS, iPadOS, watchOS, macOS, Windows 10/11), optimizing system performance and minimizing downtime for end users.
- Deployed and maintained robust network security solutions, including antivirus systems, VPNs, firewalls, MDM platforms, data recovery, and automated backup strategies—ensuring high availability and compliance with security standards.
- Administered enterprise network services including Active Directory, DHCP, DNS, and TCP/IP protocols, enhancing network reliability, scalability, and security.
- Delivered expert-level incident management and root-cause analysis across network infrastructure, business-critical applications, and professional software suites.
- Streamlined service delivery through effective use of ITSM platforms (e.g., Core, ServiceNow, JIRA), ensuring accurate ticket documentation, rapid escalation, and SLA-aligned resolution times.
Carpe Facto Data Analyst
Apple Support
Atlanta, Georgia
05.2023 - 05.2024
- Delivered comprehensive reports highlighting key trends, patterns, anomalies, presenting findings to senior management for informed decision-making purposes.
- Developed and implemented data collection systems and other strategies to optimize statistical efficiency and data quality.
- Reduced manual data entry errors by designing and deploying automated ETL processes to transform raw data into usable formats.
- Engaged in continuous professional development, staying abreast of latest trends in data science and analytics tools.
- Fostered collaborative environment that encouraged sharing of insights and techniques among data analytics team.
Team Lead Product Associate
NIKE - Converse Co.
Atlanta, GA
04.2015 - 04.2021
- Serving as the administrator of all point of sale systems, property management systems, payment systems, their functions and any ancillary systems, including training, reporting documenting and enabling user access.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Open and close cash registers, perform tasks such as counting security deposits, separating charge slips, coupons and vouchers, balancing cash drawers and making deposits.
- Served as a team lead by demonstrating commitment to excellence, professionalism, and adherence to company values at all times and providing regular coaching, feedback, and skill development opportunities.
Business Development Consultant
Genesis - Hyundai
Atlanta, GA
12.2017 - 12.2018
- Understands automobiles by studying characteristics, capabilities, and features; comparing and contrasting competitive models; specialized in inspecting automobiles.
- Develops buyers by maintaining rapport with previous customers; suggesting trade-ins; meeting prospects at community activities; greeting drop-ins; responding to inquiries; recommending.
- Closes sales by overcoming objections; negotiating price; completing sales or purchaser contracts; explaining provisions; explaining and offering warranties, services, and financing; collecting payment; guaranteeing satisfaction when delivering automobiles.
Education
Bachelor of Science - Psychology Major
Georgia State University
Skills
- MacOS,iOS, iPadOS senior level proficiency
- Data restoration expertise
- Cyber security software management
- Microsoft 365 Suite /Windows 10/11
- Asset management/ Mobile device administration
- TCP/IP, DNS, LAN/WAN connectivity, VPN troubleshooting
- Active Directory, ticketing systems (ServiceNow, Zendesk), remote support tools (TeamViewer, RDP), cloud applications (SaaS)
- Executive support
Certification
- Apple Certified Macintosh Technician (ACMT)
- Apple Certified Support Professional (ACSP)
- Apple Certified Portable Technician (ACPT)
Timeline
Technical Support Technician
Mercedes Benz USA – ADSL
06.2025 - Current
Carpe Facto Data Analyst
Apple Support
05.2023 - 05.2024
Mac+ Technical Advisor
Apple Support
03.2019 - Current
Business Development Consultant
Genesis - Hyundai
12.2017 - 12.2018
Team Lead Product Associate
NIKE - Converse Co.
04.2015 - 04.2021
Bachelor of Science - Psychology Major
Georgia State University