Fantashia Tyson
Milwaukee,USA
Summary
Experienced and results-driven support specialist with over 11 years of delivering high-quality technical assistance, customer service, and system training across education and enterprise environments. Skilled in managing help desk operations, troubleshooting data reporting issues, and supporting users through platforms such as Microsoft Dynamics CRM and Google Workspace. Strong background in creating and delivering effective training materials, facilitating virtual and in-person sessions, and ensuring data accuracy through detailed health checks and reporting reviews. Adept at translating complex technical concepts into clear, actionable guidance for users at all levels. Recognized for professionalism, initiative, and a strong commitment to continuous improvement and client satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Help Desk Analyst
Northwestern Mutual
Milwaukee, WI
11.2023 - Current
- Delivered responsive technical support via ticketing system, email, and phone, ensuring timely resolution of data reporting and platform issues.
- Provided end-user training and created instructional materials, including videos and documentation, to support data system usage and compliance.
- Monitored data quality dashboards, assisted with data validation, and communicated directly with users to address errors before reporting deadlines.
- Collaborated with internal teams and product owners to identify process improvements and enhance the user experience across data platforms.
- Participated in virtual workshops, conferences, and stakeholder meetings to present on data tools and promote understanding of reporting systems.
Technical Analyst
Colibri Group
Milwaukee, WI
10.2020 - Current
- Serve as primary technical liaison during implementation of LMS and client training systems.
- Enhance performance by identifying and resolving technical issues for bank clients and internal staff.
- Deliver training sessions and guide users through onboarding, LMS features, and SCORM file integrations.
- Utilize ticketing systems and email to document issues, track resolution timelines, and ensure user satisfaction.
- Provide system demonstrations and product knowledge support to external stakeholders.
AppleCare Advisor
Apple
Orlando, FL
07.2017 - 08.2020
- Provided multi-tiered (Tier 1–3) support to customers via phone and chat, resolving hardware, software, and account-related issues across Apple devices.
- Escalated complex cases appropriately and collaborated with senior technical teams to ensure timely and accurate resolutions.
- Delivered step-by-step technical guidance to both novice and advanced users, ensuring high levels of customer satisfaction and first-call resolution.
- Documented case details thoroughly within internal systems to support knowledge base accuracy and ongoing process improvement.
- Contributed to team performance metrics by consistently exceeding targets in resolution time, customer feedback, and quality assurance scores.
Education
Certificate - Salesforce Administration
Learnkarts
06-2025
Certificate - Salesforce Admin And App Builder
LearnKartS
06-2025
Certificate - Foundations of Cybersecurity
LearnKartS
09-2023
Bachelor’s Degree - Healthcare Administration
Kaplan University-Davenport Campus
10.2018
Skills
- Help Desk & Technical Support
- CRM Systems (Microsoft Dynamics)
- WISEdata & WISEdash
- Customer Service & Issue Resolution
- Troubleshooting & Diagnostics
- Microsoft Office
- Google Workspace
- Data Analysis & Reporting
- Training & Presentation Delivery
- Business Process Improvement
- Active Directory
- Windows OS
- Zendesk
- Live Chat Support
- Communication
- Collaboration
- salesforce
- CRM/Ticketing systems
- Mobile device support (iOS, iPadOS, macOS)
Certification
- CompTIA Security+
- First Aid & AED Certified
- Foundations of Cybersecurity
- Salesforce Admin and App Builder
- Salesforce Admin Certification
Affiliations
- Founder, MendHER Nonprofit Initiative – Established a wellness-based organization to provide culturally responsive mental health resources for women of color.
- Mental Health Advocate – Actively engage in community outreach and wellness education to reduce stigma and promote healing.
- Implementation Team Recognition (Colibri Group) – Recognized for excellence in client training and cross-team collaboration during LMS rollouts.
- Volunteer Technology Coach – Assisted underserved communities with digital literacy and technology troubleshooting.
- Employee Spotlight Award (Apple) – Highlighted for high customer satisfaction scores and multi-tier support excellence.
Accomplishments
- Led successful LMS implementation projects at Colibri Group, including client onboarding, training delivery, and content integration for multiple banking institutions.
Recognized with Employee Excellence Award at Apple for top-tier customer satisfaction and performance in multi-tier technical support.
Resolved over 90% of escalated tickets at Comcast and AppleCare within SLA, contributing to improved workflow and customer trust.
Earned CompTIA Security+ Certification, strengthening technical troubleshooting, system security knowledge, and IT compliance awareness.Want to tailor these for a specific role or job app? I’ve got you.Ask ChatGPT
Timeline
Help Desk Analyst
Northwestern Mutual
11.2023 - Current
Technical Analyst
Colibri Group
10.2020 - Current
AppleCare Advisor
Apple
07.2017 - 08.2020
Certificate - Salesforce Administration
Learnkarts
Certificate - Salesforce Admin And App Builder
LearnKartS
Certificate - Foundations of Cybersecurity
LearnKartS
Bachelor’s Degree - Healthcare Administration
Kaplan University-Davenport Campus
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