Lancia Tyler
Norcross,GA
Summary
Dedicated professional prepared to bring extensive expertise and results-oriented approach to Specialist role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Recognized for excellent communication and analytical skills, ensuring seamless operations and consistent outcomes.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Educational Specialist / IT Lab Assistant
Gwinnett Technical College
02.2024 - 10.2024
- Configured and maintained computer labs for optimal student use.
- Assisted with network setup and Cisco topology designs.
- Delivered technical support via phone and in-person helpdesk.
- Developed training materials to enhance student engagement and academic success.
- Analyzed student feedback to improve program offerings and instructional methods.
- Led initiatives aimed at enhancing community partnerships for educational opportunities.
Technical Support Advisor II
Concentrix
03.2022 - 10.2024
- Managed customer support tickets via Salesforce.
- Assisted users with software configuration and optimization.
- Utilized Active Directory for account and security management.
- Resolved technical issues for customers, ensuring timely and effective solutions.
- Provided expert guidance on software applications and troubleshooting procedures.
- Implemented knowledge management systems to improve information access for advisors.
IT Support Intern
Fulton County Center of Excellence
05.2024 - 07.2024
- Assisted in resolving client inquiries through effective communication and problem-solving techniques.
- Supported team in managing scheduling and coordination of internal meetings and events.
- Conducted research to identify best practices, contributing to improved operational efficiencies within the organization.
COVID-19 Scheduler & IT Support
The Judge Group
03.2019 - 08.2019
- Scheduled COVID-19 appointments and handled patient data.
- Troubleshot Citrix virtual desktop issues.
- Ensured secure processing of medical records.
- Developed and maintained detailed scheduling systems to optimize resource allocation.
- Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
Customer Service & Collections Representative
Citi Bank Call Center
11.2017 - 08.2019
- Processed high-volume inbound/outbound calls.
- Negotiated payment arrangements and resolved customer concerns.
- Resolved customer inquiries regarding account balances and payment options efficiently.
- Negotiated payment arrangements to facilitate debt recovery while maintaining customer satisfaction.
CNA
Synergy Home Health Care
01.2017 - 12.2019
- Delivered compassionate patient care, ensuring comfort and safety during daily activities.
- Assisted healthcare team with vital sign monitoring and documentation to maintain accurate patient records.
- Supported patients with mobility challenges, promoting independence through tailored assistance techniques.
- Collaborated with nursing staff to implement care plans, enhancing overall patient well-being.
Certified Nursing Assistant
Glenmoore Retirement Community
10.2012 - 12.2014
- Assisted residents with daily living activities, ensuring comfort and dignity.
- Monitored vital signs and reported changes to nursing staff promptly.
- Collaborated with healthcare team to develop individualized care plans.
- Trained new staff on best practices in resident care and safety protocols.
Education
Bachelor of Science - Computer Science
Florida State College At Jacksonville
Jacksonville, FL10.2026
Associate of Applied Science - Cybersecurity
Gwinnett Technical College
Lawrenceville, GA12.2024
Associate of Arts - General Studies
Florida State College At Jacksonville
Jacksonville, FL12.2021
High School Diploma -
Westside High School
Jacksonville, FL05-2005
Skills
- Security: Cybersecurity principles, Azure security
- IT Support: Active Directory, ServiceNow, Remedy ticketing system
- Software & Tools: Microsoft Office, Salesforce, Citrix, Remote Desktop
- Certifications: PC Repair & Network Technician
- Customer relations
- Expert problem solving
- Analytical thinking
- Documentation management
- Technical troubleshooting
- Troubleshooting techniques
Certification
- PC Repair & Network Technician (December 2022 – Present)
- Fulton County IT Center of Excellence (July 2024 – Present)
- Technology Association of Georgia (TAG) (March 2024 – Present)
- CPR, BLS & AED Certified
Timeline
IT Support Intern
Fulton County Center of Excellence
05.2024 - 07.2024
Educational Specialist / IT Lab Assistant
Gwinnett Technical College
02.2024 - 10.2024
Technical Support Advisor II
Concentrix
03.2022 - 10.2024
COVID-19 Scheduler & IT Support
The Judge Group
03.2019 - 08.2019
Customer Service & Collections Representative
Citi Bank Call Center
11.2017 - 08.2019
CNA
Synergy Home Health Care
01.2017 - 12.2019
Certified Nursing Assistant
Glenmoore Retirement Community
10.2012 - 12.2014
Bachelor of Science - Computer Science
Florida State College At Jacksonville
Associate of Applied Science - Cybersecurity
Gwinnett Technical College
Associate of Arts - General Studies
Florida State College At Jacksonville
High School Diploma -
Westside High School