Fantashia Tyson
Milwaukee,WI
Summary
Confident Technical Analyst with development, implementation and support experience. Dedicated professional with more than 9 years of familiarity in overseeing diagnostics and troubleshooting tasks. Technology Analyst with well-rounded background implementing new technological solutions and improvements. Dedicated to achieving ideal results by identifying project goals troubleshooting problems, and recommending hardware and software solutions. Proficient in cutting-edge technologies with passion for continuous learning.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical Analyst
Colibri Group
10.2022 - Current
- Coordinated with external vendors during system implementations or upgrades, ensuring timely completion within project constraints.
- Enhanced system performance by identifying and resolving technical issues through thorough analysis and troubleshooting.
- Implemented software updates across multiple platforms, maintaining optimal functionality and security standards.
- Streamlined processes through the development and implementation of automation tools, resulting in improved efficiency.
- Trained new hires on company-specific tools, systems, and best practices to ensure smooth integration into the team.
- Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
- Developed strong relationships with clients, fostering trust and confidence in the implementation process.
Payroll Specialist
Comcast
10.2021 - 11.2022
- Assisted employees with inquiries regarding their paychecks, deductions, and other related issues, providing clear and concise communication.
- Provided customer service to employees regarding payroll inquiries and issues.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Reduced payroll errors by conducting thorough audits and resolving discrepancies in a timely manner.
Tech Support Specialist
US Tech Solutions
08.2020 - 09.2021
- Disability and Leave Services (DLS) team in the HR Services organization is building a best-in-class case management program to deliver leave of absence, disability and accommodation services to employees across the U.S
- Initiated and responds to inquiries about leave and disability events, benefits, and options available to employees
- Served as a point of contact for assigned employees (150 - 200 employee cases) to provide holistic case management services, including reviewing medical documentation to adjudicate leaves in compliance with the corresponding leave plans, federal and state laws and benefit plans as defined by the client
- Leveraged duration guidelines, best practice tools and resources to support oversight of a leave event as appropriate
- Critically assessed and adjusted the case management plan to an employee's changing needs
- Addressed and responded to sensitive situations.
Applecare Advisor
Apple
07.2019 - 08.2020
- Assisted in technical support process refinement to improve customer service and support
- Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks
- Documented repair processes and helped streamline procedures for future technical support actions
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Technical Support
Intouch
08.2017 - 07.2019
- Performed daily maintenance of computer systems to keep network processes fluid
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes
- Advised customers and users regarding required maintenance practices of diverse software systems for OEM warranty requirements and industry best practices
- Responded to 15 individual tickets every three minutes to provide end-user support on Zendesk
- Responded to support tickets within 3 minutes to improve customer service
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware
- Assisted online users via live chat, web conference and phone to resolve issues related to computers, phones, consoles and use for access.
Unemployment Claims Specialist
TTEC
02.2015 - 07.2017
- Analyze individual case information by reviewing data accessed through the PC, from documented telephone calls or document images, to determine if the facts warrant a response
- Using the details regarding an employee's separation provided by the client, interpret and apply state laws and regulations in response to unemployment documents
- Respond to a state agency with all pertinent details within the time frame allowed by the state or departmental procedures
- Initiate timely telephone calls, faxes or emails to customers, completed by co-workers, to obtain, document or pass along needed information.
Education
Bachelor's degree - Healthcare Administration
Kaplan University-Davenport Campus
Davenport, FL10.2018
Skills
- Zendesk
- Front desk
- Leadership
- Technical support
- Databases
- Employee evaluation
- Search engines
- Customer service
- Desktop support
- Help desk
- Computer skills
- Kronos
- Account management
- Software troubleshooting
- Research
- Live chat
- Customer support
- Security
- Surveillance
- Workday
- Computer networking
- Microsoft Office
- Administrative experience
- Communication skills
- Operating Systems
- Network Support
- Active Directory
- Troubleshooting
- Microsoft Windows
Certification
- First Aid Certification
- Forklift Certification
- AED Certification
- CompTIA Security+
Timeline
Technical Analyst
Colibri Group
10.2022 - Current
Payroll Specialist
Comcast
10.2021 - 11.2022
Tech Support Specialist
US Tech Solutions
08.2020 - 09.2021
Applecare Advisor
Apple
07.2019 - 08.2020
Technical Support
Intouch
08.2017 - 07.2019
Unemployment Claims Specialist
TTEC
02.2015 - 07.2017
Bachelor's degree - Healthcare Administration
Kaplan University-Davenport Campus
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