Lydia Burgin
Charlotte,NC
Summary
Resourceful and customer-focused Technical Support Professional with over 3 years of experience delivering Tier 1–2 phone and remote support across healthcare and financial systems. Skilled in troubleshooting, documentation, and end-user training for software, hardware, and network issues. Recognized for balancing technical expertise with empathy and clear communication under pressure. Seeking to leverage strong problem-solving skills and support experience in a Technical Support Phone Agent role with Advocate Health.
Overview
6
6
years of professional experience
Work History
Technical Support Analyst
SouthState Bank
11.2023 - Current
- Deliver Tier 2 phone and remote support for digital banking platforms and internal systems.
- Troubleshoot device compatibility, authentication, and application issues for end users.
- Escalate complex cases to Tier III and document detailed resolutions to support knowledge base growth.
- Maintain system uptime by performing routine checks and preventative troubleshooting.
- Recognized for strong call handling, empathy, and consistent SLA compliance.
IT Support & Operations Analyst
TD Bank
01.2023 - 10.2023
- Provided system and process support for commercial and consumer accounts.
- Documented system irregularities, identified process errors, and coordinated cross-team resolutions.
- Assisted in onboarding and account access troubleshooting across multiple internal applications.
Service Desk Representative
Wells Fargo
06.2021 - 05.2022
- Resolved high-volume technical and system access issues via phone, chat, and remote sessions.
- Supported 200+ daily tickets involving password resets, application errors, and device integration.
- Delivered basic end-user education on proper software use and maintenance practices.
- Maintained a 95% customer satisfaction rating through patience, professionalism, and efficiency.
Client Support Specialist
Jaguar Land Rover
03.2021 - 03.2021
- Provided Tier 1 support for client portals and connectivity troubleshooting.
- Assisted with user account setup, permissions, and system navigation support.
- Maintained exceptional customer satisfaction scores through quick response and follow-up.
Fraud Prevention & Systems Analyst
Fiserv
02.2020 - 04.2020
- Conducted data investigations to validate customer identity and prevent unauthorized access.
- Collaborated with IT security and compliance to remediate system alerts and unauthorized access.
- Created clear case documentation to assist with future training and procedural updates.
Education
Associate of Applied Science - Information Technology
Rowan Cabarrus Community College
Concord, NCHigh School Diploma -
Burns High School
Lawndale NC06.2017
Skills
- Troubleshooting expertise (Windows, iOS, Android) with remote tools
- Device diagnostics and preventative maintenance
- Microsoft 365 suite (Teams, Outlook, VPN clients)
- Service desk solutions (ServiceNow, Zendesk, Salesforce)
- Network management (LAN/WAN, DNS, DHCP)
- User account management in Active Directory
- Customer support and escalation handling
- ITIL principles and basic cybersecurity knowledge
Additional Information
- Reliable transportation with valid driver's license.
- Willing to travel between facilities for support or on-call needs.
- Committed to continuous learning and development within healthcare technology.
Timeline
Technical Support Analyst
SouthState Bank
11.2023 - Current
IT Support & Operations Analyst
TD Bank
01.2023 - 10.2023
Service Desk Representative
Wells Fargo
06.2021 - 05.2022
Client Support Specialist
Jaguar Land Rover
03.2021 - 03.2021
Fraud Prevention & Systems Analyst
Fiserv
02.2020 - 04.2020
Associate of Applied Science - Information Technology
Rowan Cabarrus Community College
High School Diploma -
Burns High School