Jhamira Clark
IT Support Specialist
Ferndale,MI
Summary
Results-driven IT professional with a strong background in customer service and technical troubleshooting. Experienced in providing high-quality assistance with hardware, software, and network issues, while ensuring security and confidentiality. Eager to leverage technical expertise in a help desk role to drive operational efficiency and enhance user experiences.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Member Safety & Recovery Consultant
LinkedIn
Detroit, MI
10.2021 - 01.2025
- Provided education to users on maintaining security and adopting responsible practices for online platform usage.
• Conducted in-depth investigations of complex cases and potential fraud, focusing on risk mitigation and account security.
• Collaborated with cross-functional teams to enhance internal tools and processes, including automation improvements, policy updates, and resolving system vulnerabilities.
• Identified risks in systems and analyzed account patterns to proactively address threats. - Consistently met or exceeded performance metrics including APH, by efficiently managing and resolving tickets using systems such as Jira and Oracle.
• Maintained strict confidentiality during investigations, ensuring the security and integrity of sensitive data.
• Documented investigations comprehensively to support operational efficiency and decision-making.
Mac+ Support Advisor
Apple
Warren, MI
01.2019 - 09.2021
- Responsible for providing technical support for Mac products, ensuring positive customer experiences and efficient resolution of technical issues. Specialized in diagnosing and troubleshooting macOS, hardware, and software challenges, while delivering clear and effective solutions tailored to customer needs.
- Resolved wide range of technical issues, including system crashes, connectivity problems, and software malfunctions, using Apple diagnostic tools and remote support.
- Delivered step-by-step guidance to customers, improving their understanding of macOS features and best practices.
- Supported integration of Apple’s ecosystem, including iCloud, Airdrop, and cross-device functionalities.
- Ensured high customer satisfaction by maintaining professionalism, empathy, and clear communication during all interactions.
- Collaborated with internal teams to escalate and resolve advanced technical challenges.
- Provided comprehensive technical support for iOS devices, addressing performance issues, software errors, and connectivity challenges with accurate diagnostics and solutions.
- Educated customers on best practices for securing their accounts and preventing unauthorized access, enhancing long-term account safety.
- Managed approximately 20-30 incoming calls and chats per day from customers. Demonstrating strong technical expertise, problem-solving abilities, and commitment to customer success in a dynamic, fast-paced environment.
Member Services Advisor
Concentrix
Warren, MI
08.2018 - 12.2019
- Assisted customers with technical support for OnStar features, including navigation, remote diagnostics, safety services, and app connectivity.
• Troubleshoot and resolve connectivity issues with in-vehicle systems and mobile applications.
• Guided users through setup, configuration, and operation of OnStar services and features.
• Diagnose and escalate hardware or software issues to specialized teams when necessary.
• Stay updated on new technologies, vehicle systems, and service enhancements to provide accurate and up-to-date support.
• Educate customers on OnStar services and proactive safety features to enhance the user experience.
• Document all customer interactions and technical issues to ensure proper follow-up and service tracking. - Managed about 15-20 tickets per day to resolve all issues or follow-up with customers regarding current status of resolution plan.
• Collaborate with cross-functional teams to resolve escalated technical cases.
Education
Associate of Science - IT-Programming
Macomb Community College
Warren, MI 05.2001 -
Skills
Technical Skills
- Proficient in Windows, macOS, and basic Linux Commands
- Basic Network Troubleshooting Knowledge
- Remote Support Tool Experience
- Providing Level 1/Level 2 technical support
- Ensuring endpoint security through antivirus and patch management
- Experience in using ticketing systems such as Oracle and Jira to manage, track, and resolve technical support requests efficiently
Soft Skills
- Excellent Customer Service
- Time Management
- Communication
- Critical Thinking
- Collaboration
Certification
CompTIA A+
Timeline
CompTIA A+
01-2025
Member Safety & Recovery Consultant
LinkedIn
10.2021 - 01.2025
Mac+ Support Advisor
Apple
01.2019 - 09.2021
Member Services Advisor
Concentrix
08.2018 - 12.2019
Associate of Science - IT-Programming
Macomb Community College
05.2001 -