Immanuel Reed
Smyrna,GA
Summary
Professional support specialist with strong background in troubleshooting, technical support, and customer service. Skilled in resolving hardware and software issues efficiently and effectively. Known for collaborative approach and adaptability to evolving needs, ensuring optimal team performance and user satisfaction. Reliable, resourceful, and focused on achieving results.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Support Technician
Enlightened Minds
04.2025 - Current
- Coordinated troubleshooting efforts across departments to facilitate seamless communication and effective incident resolution.
- Trained staff on help desk processes and best practices, fostering a knowledgeable support environment.
- Managed ticketing systems to prioritize and escalate incidents, ensuring prompt attention to critical issues.
- Developed clear documentation for troubleshooting procedures, streamlining knowledge sharing among team members.
- Collaborated with IT teams to enhance system reliability and ensure compliance with industry standards.
Program Coordinator
Northside Education
04.2018 - 04.2025
- Developed comprehensive training materials for staff, promoting consistent application of best practices across all programs.
- Coordinated program development efforts, aligning cross-functional teams to enhance service delivery and user satisfaction.
- Managed project timelines and deliverables, fostering accountability and timely completion of program initiatives.
- Implemented feedback loops with stakeholders, driving continuous improvements in program effectiveness and participant engagement.
- Directed resource allocation for various programs, optimizing utilization to support organizational goals and sustainability.
Project Coordinator
BGCMA
08.2011 - 04.2018
- Supported enterprise-style systems used across multiple sites, ensuring availability and consistent performance.
- Managed system rollouts, testing, documentation, and user readiness.
- Performed root cause analysis on recurring operational issues and implemented corrective actions.
- Trained staff on system usage, escalation procedures, and operational best practices.
- Delivered technical and operational briefings to leadership and external stakeholders.
- Evaluated program effectiveness through data analysis, driving continuous improvement in service delivery.
Service Technician
GEICO
08.2006 - 06.2011
- Implemented process improvements to streamline service delivery and reduce response time.
- Assisted in training new team members on customer service protocols and best practices.
- Analyzed customer feedback to identify trends and recommend solutions for service enhancement.
- Developed and maintained comprehensive knowledge of products to support customer needs efficiently.
- Diagnosed and resolved technical issues, enhancing equipment performance and minimizing downtime for clients.
- Delivered training sessions on equipment usage, elevating team knowledge and customer satisfaction levels.
Education
Bachelor of Science - Psychology
SUNY Old Westbury
Old Westbury, NY05-2006
Skills
- Network Monitoring & Incident Response
- TCP/IP, DNS, DHCP (CCNA-level knowledge)
- Network & Systems Troubleshooting
- Cisco Packet Tracer Labs
- Hardware & Connectivity Support
- Documentation & Ticket Tracking
- Shift-Based Operations & On-Call Readiness
- Customer support
- Remote desktop management
- Network connectivity
Certification
- Cisco Certified Network Associate (CCNA)
- AWS Certified Solutions Architect
- CompTIA Cybersecurity Certification
Timeline
Support Technician
Enlightened Minds
04.2025 - Current
Program Coordinator
Northside Education
04.2018 - 04.2025
Project Coordinator
BGCMA
08.2011 - 04.2018
Service Technician
GEICO
08.2006 - 06.2011
Bachelor of Science - Psychology
SUNY Old Westbury