Ieshia Kelly
HR Manager
Montgomery,AL
Summary
Competent IT Support Specialist safeguards business continuity and productivity by supporting exceptional uptimes and consistent performance. Tirelessly tracks and resolves submitted tickets. Positively influences all technical operations by combining preventive maintenance with rapid response times.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Support Specialist
PNC Bank
Montgomery, AL
01.2021 - Current
- Installed and supported desktop software titles and add-ons.
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Served as first point of contact for incoming technical service calls and emails.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
Technical Support Representative
Apple
Montgomery, AL
01.2019 - 12.2020
- Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
Human Resources Manager
Surge Staffing
Montgomery, AL
03.2016 - 01.2019
- Encouraged open communications, promoting positive and pro-employee work environment.
- Directed HR programs, policies and processes to improve operational efficiency.
- Recruited new employees and built relationships, driving visibility.
- Managed full-cycle human resource operational activities to maximize HR employee performance.
- Supported top talent identification processes by interviewing candidates and executing onboarding, orientation and benefits processes.
- Developed hiring and recruitment policies to drive transparent and fair hiring process for selecting candidates on basis of merit and relevance with job.
Education
Bachelor of Science - Business Administration And Management
Columbia Southern University
Orange Beach, AL11.2014
Associate of Science - Office Supervision And Management
Lurleen B Wallace Community College
Andalusia, AL10.2012
Skills
- Hardware Diagnostics
- Hardware Upgrades
- Technical Troubleshooting
- Windows XP/Vista
- Customer Service Support
- Attention to Detail
Certification
- CompTIA A+ Technician
Timeline
IT Support Specialist
PNC Bank
01.2021 - Current
Technical Support Representative
Apple
01.2019 - 12.2020
Human Resources Manager
Surge Staffing
03.2016 - 01.2019
Bachelor of Science - Business Administration And Management
Columbia Southern University
Associate of Science - Office Supervision And Management
Lurleen B Wallace Community College
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