Deborah Sawuna
Charlotte,Texas
Summary
Motivated Information Technology student with a focus on Cybersecurity, seeking a Help Desk Internship at Direct Chassis Link Inc. (DCLI). Eager to apply technical knowledge, troubleshooting skills, and customer service experience to support end-users effectively.
Overview
2
2
years of professional experience
1
1
Certification
Work History
IT Support Student
Academic & Personal Project
Charlotte, NC
08.2024 - Current
- Provided technical support to students and troubleshooting hardware and software issues.
- Assisted in managing Active Director accounts, password resets, and system permissions.
- Resolved IT support tickets through a help desk system.
- Installed and configured software, ensuring system updates and security patches were applied.
- Delivered excellent customer service, ensuring a positive user experience.
- Assisted with IT club events, providing tech support and network setup.
Customer Service Representative
Teleperformance USA
Dallas, TX
03.2024 - 12.2025
- Contacted customers about potential service upgrades, new services and account changes.
- Conducted regular follow-up calls with customers after resolving their issues.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered inbound calls, chats and emails to facilitate customer service.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
Customer Support Specialist
North South Investment Forum
Houston, TX
09.2023 - 03.2024
- Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
- Developed innovative strategies to improve customer experience with the product or service offered by the company.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Maximized customer satisfaction by handling customer email and telephone interactions.
Education
Associate of Applied Science - Information Technology
Central Piedmont Community College
Charlotte, NC01-2027
Skills
- MS office
- Basic Script (C)
- IT Support Tools: Ticketing Systems, Remote Desktop Support
- Troubleshooting: Hardware and Software Diagnostics
- Strong problem-solving and analytical skills
- Excellent verbal and written communication
- Ability to work independently and in a team setting
- Quick learner with a passion for technology
Certification
- CompTIA A+ (In Progress)
- Testout PC (In Progress)
Timeline
IT Support Student
Academic & Personal Project
08.2024 - Current
Customer Service Representative
Teleperformance USA
03.2024 - 12.2025
Customer Support Specialist
North South Investment Forum
09.2023 - 03.2024
Associate of Applied Science - Information Technology
Central Piedmont Community College
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