CHINA MASSENA
Randolph,MA
Summary
IT Support and Client Support Specialist with experience in high-volume call center and technical support environments. Skilled in troubleshooting system and account issues, assisting clients via phone, email, and chat, and documenting incidents in ticketing systems. Strong ability to resolve technical problems while delivering excellent customer service. Committed to delivering exceptional client support and fostering positive client experiences.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Client Support Specialist
South Shore Supports
Rockland, MA
02.2025 - Current
- Assist clients with navigating company software and resolving system or account issues.
- Troubleshoot system and account issues and document resolutions in ticketing systems.
- Install software updates per company guidelines.
- Analyze, troubleshoot, and resolve all basic reported issues.
- Escalate critical incidents to appropriate teams while maintaining ownership of the issue.
Assistive Tech Expert
South Shore Supports
Rockland, MA
11.2023 - Current
- Support new user and replacement laptop configuration setup and laptop imaging.
- Support and troubleshoot system issues related to end-user IT equipment.
- Manage and monitor hardware inventory.
- Ensure resolution steps for closed tickets are documented.
IT Support Specialist
TEK Systems
Boston, MA
03.2023 - 08.2023
- Manage and take ownership of calls and tickets, ensure they are resolved and close efficiently.
- Monitor emails, ticket queues, and communication channels to ensure incidents are escalated promptly and the appropriate stakeholders are informed.
- Provide immediate assistance during major incidents.
Education
Associates Degree - Cyber Security
Quincy College
05-2024
Skills
- Operating Systems (Windows, macOS)
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Software installation
- Hardware setup
- Ticketing systems
- Basic troubleshooting
- User account management
- Server access configuration
- Great communication
- Teamwork
- Strong attention to detail
- Problem solving
Certification
- Security A+ Cert
- Actively studying for CAPM
Timeline
Client Support Specialist
South Shore Supports
02.2025 - Current
Assistive Tech Expert
South Shore Supports
11.2023 - Current
IT Support Specialist
TEK Systems
03.2023 - 08.2023
Associates Degree - Cyber Security
Quincy College
Soft Skills
- Great communication
- Teamwork
- Strong attention to detail
- Problem solving
Technical Skills
- Operating Systems (Windows, macOS)
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Software installation
- Hardware setup
- Ticketing systems
- Basic troubleshooting
- User account management
- Server access configuration