Summary
Overview
Work History
Education
Skills
Timeline
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DeShambra Tucker

Augusta,GA

Summary

Application Support Analyst experienced in post-release customer satisfaction and technical stability. Skilled in managing support at various scales for both desktop and mobile platforms. Dedicated to delivering exceptional customer care through personalized service interactions and comprehensive support policy management.

Overview

6
6
years of professional experience

Work History

Application Support Analyst

Afni Riverside
Augusta, GA
10.2021 - Current
  • Provided technical support to users on various applications and software packages.
  • Resolved customer queries via phone, email, chat, or remote desktop tools.
  • Troubleshot application errors by reviewing log files and system configuration settings.
  • Monitored system performance metrics to identify potential problems before they occur.
  • Performed root cause analysis of application issues and identified solutions.
  • Assisted in the development of user documentation for new applications and features.

Technical Support Engineer

Apple
Augusta, GA
01.2019 - 07.2021
  • Provided technical support to customers by troubleshooting and resolving hardware and software issues.
  • Configured, maintained, and monitored computer systems for optimal performance.
  • Diagnosed hardware failures using appropriate tools such as multimeters or logic analyzers.
  • Assisted users with password resets and account lockout resolutions.
  • Provided remote assistance to end-users when needed.
  • Provided support via remote desktop software, diagnosing customer issues over private and public networks.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Maintained positive working relationship with fellow staff and management.
  • Answered user inquiries to resolve computer software or hardware operation problems.

Education

Diploma

Glenn Hills High School
Augusta, GA
05-2015

Medical Billing Coding Associate

Ultimate Medical Academy - Clearwater
Clearwater, FL

Skills

  • Application upgrades
  • Application monitoring
  • Customer Support
  • Product Knowledge
  • Data Entry
  • Documentation
  • Typing proficiency
  • Active Listening
  • Order Processing
  • Technical Support
  • Network diagnostics
  • Desktop support
  • Software Installation
  • Hardware diagnostics
  • Software diagnosis
  • Performance Testing
  • Operating systems

Timeline

Application Support Analyst

Afni Riverside
10.2021 - Current

Technical Support Engineer

Apple
01.2019 - 07.2021

Diploma

Glenn Hills High School

Medical Billing Coding Associate

Ultimate Medical Academy - Clearwater

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DeShambra Tucker