LaChelle Gilmore
Houston,TX
Summary
Technical Support Specialist with extensive experience in troubleshooting and customer service. Proven track record of resolving technical issues, improving customer satisfaction, and mentoring team members. Holds an Associate of Science in Cybersecurity, prepared for roles in Help Desk, System Administration, or Security Analysis.
Overview
24
24
years of professional experience
Work History
Tech Repair Agent (Customer Experience Professional)
Comcast
Houston, TX
03.2013 - Current
- Interfaced with customers to provide tailored solutions, improving user satisfaction and loyalty.
- Diagnosed and resolved technical and network-related issues for Comcast products, enhancing customer experience.
- Built experience in troubleshooting hardware, software, and connectivity problems.
- Promoted to team leader within 7 months; responsible for mentoring and training team members.
Customer Experience Manager
Walmart Supercenter
Houston, TX
03.2006 - 12.2012
- Partnered with district managers to develop customer experience strategies.
- Led team of 20 employees to deliver quality service and streamline operations.
- Balanced cash registers while resolving escalated customer service issues to enhance satisfaction.
Customer Service Cashier
Walgreens
Houston, TX
02.2005 - 03.2006
- Delivered friendly, efficient service at point-of-sale, enhancing customer satisfaction.
- Handled incoming calls, directed customer inquiries, and communicated store information effectively.
- Achieved promotion to team leader within 6 months for consistent reliability and outstanding performance.
Customer Service Associate
Walmart
New Orleans, LA
01.2002 - 02.2005
- Coached five team members on new customer service protocols and tools, enhancing team readiness for customer interactions.
- Executed money center transactions and managed day-to-day store operations, ensuring smooth customer experiences.
- Oversaw inventory management, maintained store cleanliness, and operated POS system to support daily sales activities.
Education
Associate of Science - Cybersecurity
University of Phoenix
Phoenix, AZ02-2025
High School Diploma -
John F. Kennedy High School
New Orleans, LA05-2002
Skills
- Customer-focused IT support
- Technical support
- User support strategies
- Technical troubleshooting
- Windows/Linux operating systems
- Network diagnostics
- Network configuration
- Active Directory administration
- Expertise in ticketing systems
- Customer data protection
Professional Objective Summary
Entry-level cybersecurity professional with a strong foundation in technical support, customer service, and troubleshooting. Currently working as a Tech Repair Agent with over 13 years of experience in technology-driven environments. Actively pursuing an Associate of Science in Cybersecurity. Seeking roles such as Help Desk Technician, System Administrator, or Security Analyst to apply my technical skills, problem-solving mindset, and passion for information security.
Timeline
Tech Repair Agent (Customer Experience Professional)
Comcast
03.2013 - Current
Customer Experience Manager
Walmart Supercenter
03.2006 - 12.2012
Customer Service Cashier
Walgreens
02.2005 - 03.2006
Customer Service Associate
Walmart
01.2002 - 02.2005
Associate of Science - Cybersecurity
University of Phoenix
High School Diploma -
John F. Kennedy High School