Kimberly Lumpkin
Raleigh,NC
Summary
Information technology professional with strong background in system analysis and optimization. Known for driving improvements in system performance and process efficiency. Team-oriented with focus on achieving results and adapting to changing needs. Skilled in data analysis, systems integration, and problem-solving.
Overview
13
13
years of professional experience
Work History
Information Systems Analyst
Apple
Raleigh-Durham, NC
04.2023 - Current
- Provide advanced troubleshooting and technical support via phone, chat, email, and ticketing system for Apple employees and contractors.
- Conduct impact data analysis and problem resolution following established protocols.
- Perform regular audits, system updates, patch management, and maintain system health.
- Lead or contribute to IT projects, collaborating with teams and vendors, and creating detailed documentation.
Deskside Support Analyst
Shift4
Durham, NC
02.2022 - 04.2023
- Enhanced employee productivity through hardware, software, and IT system support.
- Diagnosed and resolved hardware, software, and network issues; escalated complex problems when necessary.
- Managed user accounts, security groups, and group policies within Active Directory.
- Delivered end-user training, technical documentation, and proactive system monitoring and maintenance.
Service Desk Analyst
HCL Technologies
Cary, NC
10.2019 - 08.2021
- Provided technical support via telephone, email, and chat, resolving issues with SSO, network connectivity, printers, PCs, and facility equipment.
- Monitored and triaged ServiceNow queues; supported imaging of new and repurposed client devices.
Senior Advisor (Apple Project)
Kelly Services
Durham, NC
09.2018 - 10.2019
- Supported internal and external Apple customers by troubleshooting hardware and software issues.
- Handled escalated customer queries and provided first-class service resolution.
Technical Support Representative
NeoNova
Durham, NC
04.2018 - 09.2018
- Delivered Tier 1 technical support for internet services, routers, modems, and static IP issues via remote access.
- Navigated multiple support systems to troubleshoot and resolve customer concerns.
Logistics Administrator
Amazon Sortation Center
Durham, NC
03.2017 - 01.2018
- Managed nightly dispatch operations, created load plans, and audited inventory across 119 yard spots.
IT Support Technician
Amazon Sortation Center
Durham, NC
11.2016 - 03.2017
- Provided on-site technical support for PCs, printers, wireless handheld devices, and Wi-Fi cameras.
- Diagnosed and maintained IT equipment across the fulfillment center.
Device Support Representative
Flextronics
Durham, NC
11.2012 - 10.2015
- Tested and troubleshot mobile devices prior to reintegration into inventory.
- Promoted device accessories to enhance customer experience.
Education
Coursework Completed -
Charleston Southern University
01.2006
Coursework Completed -
Forest Park Community College
01.2004
High School Diploma -
Alton High School
01.2002
Skills
- Windows Server
- Windows 10
- Windows 11
- Mac OS
- Android
- IOS
- TCP/IP
- LAN/WAN
- DNS
- DHCP
- VPN
- Active Directory
- Azure AD
- Citrix
- Office 365
- Google Suite
- Salesforce
- ServiceNow
- Zendesk
- Jira
- Remote Access Software
- PowerShell
- Desktop Support
- Mobile Device Support
- Software/Hardware Troubleshooting
- Customer Service
- Troubleshooting
- System updates
- Technical support
- Technical assistance
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Organizational skills
- Excellent communication
- Team collaboration
- Active listening
- Network configuration
- Time management abilities
- Technical analysis
Timeline
Information Systems Analyst
Apple
04.2023 - Current
Deskside Support Analyst
Shift4
02.2022 - 04.2023
Service Desk Analyst
HCL Technologies
10.2019 - 08.2021
Senior Advisor (Apple Project)
Kelly Services
09.2018 - 10.2019
Technical Support Representative
NeoNova
04.2018 - 09.2018
Logistics Administrator
Amazon Sortation Center
03.2017 - 01.2018
IT Support Technician
Amazon Sortation Center
11.2016 - 03.2017
Device Support Representative
Flextronics
11.2012 - 10.2015
Coursework Completed -
Forest Park Community College
High School Diploma -
Alton High School
Coursework Completed -
Charleston Southern University