Kyla Foye
McDonough,GA
Summary
Dynamic Technical Support Advisor with a proven track record at excelling in hardware diagnostics and operational efficiency analysis. Spearheaded technical upgrade projects and developed proactive tools, enhancing customer satisfaction and support processes. Adept at mentoring teams and implementing best practices, ensuring seamless system operations and robust user access.
Overview
9
9
years of professional experience
Work History
Technical Support Advisor
Infinity Technologies
12.2023 - Current
- Developed proactive tools to assist customers and internal support organization.
- Wrote and modified SQL queries to collect data for analytics, critical statistics and generate reports.
- Managed life cycle replacement of hardware and software.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
Technical Lead
Korrect Technology
04.2021 - 12.2023
- Provided educational expertise and mentoring to junior team members.
- Improved systems with addition of new features and infrastructure.
- Teamed on development of technology roadmap spanning 2 years.
- Oversaw development and implementation of improvements to support network operations.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Coordinated secure system access of users to various department systems and platforms.
Technical Support Representative
Emperor Linux
12.2018 - 04.2021
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Installed, configured and maintained computer systems and network connections.
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
Junior Technician
Gerresheimer
01.2017 - 12.2018
- Assisted help desk customers by troubleshooting computer related issues such as virus removal, password resets, email setup and software installs.
- Maintained and repaired technological equipment and peripheral devices such as routers.
- Installed well-functioning LAN/WAN and managed servers and IPs.
- Conducted daily network backup operations to improve business continuity.
Education
Associate of Science - Surgical Technology
South College
Knoxville, TN12-2026
High School Diploma -
Woodland High School
Stockbridge, GA05-2015
Skills
- Hardware diagnostics
- Operational efficiency analysis
- Training curriculum design
- Best practice implementation
- System administration
- Operating systems
- Scheduling
- Account updating
- Complaint resolution
- Quality assurance controls
- Sales expertise
- Data entry
Timeline
Technical Support Advisor
Infinity Technologies
12.2023 - Current
Technical Lead
Korrect Technology
04.2021 - 12.2023
Technical Support Representative
Emperor Linux
12.2018 - 04.2021
Junior Technician
Gerresheimer
01.2017 - 12.2018
Associate of Science - Surgical Technology
South College
High School Diploma -
Woodland High School