Charity Stevens

• Led Tier 3 support for macOS, Windows, and enterprise applications, troubleshooting complex technical issues affecting corporate employees.
• Conducted root cause analysis, proactively identifying patterns and implementing fixes to reduce recurring issues in collaboration with other teams.
• · Specialized in windows support, Mac support, outlook, Office365, onboarding/offboarding, reimaging, JAMF, VPN, Slack, Microsoft Office Suite, and other enterprise applications.
• Worked cross-functionally with engineering, product, and customer support teams to prioritize and implement fixes, ensuring minimal downtime.
• Managed technical projects, overseeing new product rollouts, feature enhancements, and customer implementations to optimize business processes.
• Mentored and trained level 1 tech support, establishing best practices for incident triage, escalation management, and proactive monitoring.

· Utilized remote management tools like Bomgar to provide seamless support

Provided exceptional customer support while engaging with team members and mentors.

· Experienced in the ServiceNow ticketing System

• Resolved high-priority escalations for macOS and iOS devices, ensuring customer satisfaction and operational stability.
• Implemented structured troubleshooting processes, reducing resolution times and improving overall support efficiency.
• Collaborated with engineering teams to document issues, enhance knowledge bases, and provide feedback for product improvements.

• Provided IT support for internet, email, and network connectivity issues, ensuring high first-call resolution rates.
• Created and tracked repair tickets, working closely with technicians for efficient issue resolution.

• Delivered technical and account support, resolving customer inquiries through phone, email, and chat.
• Ensured swift issue resolution and maintained a high level of customer satisfaction.