Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Geanelle Sierra

Gastonia,NC

Summary

Dedicated education support and customer service professional with over 7 years of experience in homeschool education management and technical support for libraries, educators, and students. Expertise in troubleshooting educational software, devices, and online platforms while delivering exceptional customer experiences through live chat, email, and phone interactions. Proficient in utilizing tools such as Zendesk and HubSpot, with a strong ability to adhere to documentation standards and communicate with clarity and empathy. Committed to fostering an engaging learning environment that empowers users to overcome challenges and achieve educational goals.

Overview

10
10
years of professional experience
1
1
Certification

Work History

IT Specialist

ModSquad
07.2021 - Current
  • Provide technical and customer support for clients via live chat, email, and ticket systems.
  • Troubleshoot software, account, and access issues while ensuring a positive user experience.
  • Utilize platforms such as Zendesk, Salesforce, and Gorgias to manage customer inquiries efficiently.

Homeschool Educator (Parent-Led)

01.2016 - Current
  • Managed and delivered instruction for multiple grade levels in core subjects for over 7 years.
  • Designed curriculum and integrated digital learning tools and educational software to support student success.
  • Troubleshoot software, device, and platform issues, ensuring uninterrupted learning.
  • Coordinated schedules, assessments, and progress tracking while maintaining compliance with state guidelines.
  • Developed strong communication skills through parent/teacher networks and education support communities.

Senior Technical Support Specialist

Kelly Connect Services
07.2020 - 06.2021
  • Provided technical support for libraries and homeschoolers, troubleshooting devices, software, and e-learning platforms.
  • Assisted educators, parents, and students in resolving access issues, software installation, and digital learning tool navigation.
  • Handled customer support via phone, email, live chat, and ticketing systems (Zendesk).
  • Delivered clear step-by-step solutions, reducing downtime and enhancing user experience.

Education

Bachelor of Science - Information Technology

University of the People
01.2026

Associate of Science - Computer Science

Florida State University
01.2007

Skills

  • Educational Support & Homeschool Instruction
  • CRM & Help Desk Tools: Zendesk, HubSpot
  • Live Chat, Email & Phone Customer Support
  • Case Documentation & Ticket Resolution
  • Troubleshooting: Software, Devices & Platforms
  • Curriculum Planning & Student Support
  • Excellent Grammar, Spelling & Writing Skills
  • Bilingual: English & Spanish

Certification

Google IT Support Professional Certificate

Timeline

IT Specialist

ModSquad
07.2021 - Current

Senior Technical Support Specialist

Kelly Connect Services
07.2020 - 06.2021

Homeschool Educator (Parent-Led)

01.2016 - Current

Associate of Science - Computer Science

Florida State University

Bachelor of Science - Information Technology

University of the People

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