Lylah Taylor
Marietta,GA
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Experienced and dependable general worker with a proven track record of efficiently completing tasks in various settings. Skilled in manual labor, equipment operation, and maintaining a clean and organized workspace. Safety-conscious with a strong work ethic and the ability to adapt to different environments. Ready to contribute to a dynamic team and make a positive impact.
Overview
3
3
years of professional experience
Work History
Service Desk Technician
Kaiser Permanente
Atlanta, GA
02.2023 - Current
- Provided technical assistance and support to end users for hardware, software, network and peripheral issues.
- Resolved customer service requests in a timely manner and escalated complex problems as needed.
- Monitored Service Desk queues, responded to inquiries and documented resolutions within established SLAs.
- Performed troubleshooting activities on various software platforms, such as Microsoft Office Suite, Adobe products, and Google Workspace.
- Maintained up-to-date case documentation for future reference.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Assisted in the development and updating of technical documentation and support guides.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Evaluated software or hardware to recommend improvements or upgrades.
- Maintained positive working relationship with fellow staff and management.
- Served as first point of contact for incoming technical service calls and emails.
Marketing Intern
Tinuiti
Atlanta, GA
07.2021 - 08.2021
- Utilized Excel to organize client data and financial information to allocate the appropriate amount to each specified department within the client's budget
- Constructed a comprehensive capstone presentation of the functions and responsibilities of each department within the company, as well as provided example work alongside my team for 2 months
- Developed outreach messages via email and voicemail based on the client's current package within the Sales department
- Crafted and coordinated campaigns for Amazon and Target in the Paid Search, Social, and Shopping department
Education
Professional Skills Training - Cybersecurity
YearUp
Atlanta, GA07-2023
Certification - Cybersecurity
Atlanta Metropolitan State College
Atlanta, GA12-2022
Certification - Information Technology
Atlanta Metropolitan State College
Atlanta, GA12-2022
Skills
- Asset Management
- Security Protocols
- System Administration
- Operating systems
- Incident Management
- End-User Training
- Customer Service
- Technical Support
- Microsoft Office Specialist (MOS) Master
- Business Development
- Data-driven decision-making
- Client Communication
- Quality Standards
- Documentation And Reporting
- Issue Resolution
- Interpersonal Skills
- Attention to Detail
- Time Management
- Clear Communication
- Data Analysis
- Campaign Development
- Social Media Management
- Editing and proofreading
- Project Support
YearUp - Professional Skills Training
- YearUp is a leading one-year career development program wit 250 corporate partners around the country; the program includes college-level courses, professional training, and a six-month internship.
- Developed an understanding of skillsets and traits necessary to achieve success in a corporate environment
YearUp Co-Chairman of Class 28
- Provided the student body business resources to expand or expose the class of 28 to more networking opportunities
- Created events to further broaden the scope of career choices that were available by inviting YearUp partners
- Hosted mental awareness groups to ensure the student body would succeed within and outside of the classroom
Accomplishments
- Created a training document/course for new and current employees of Kaiser Permanente when the corporation decided to switch from physical desk phones to softphones
- Assisted with creating and assigning tie line numbers to each department and technician during the switch to softphones
- Maintained a customer quality score of 90 or above on average since the start of employment
Timeline
Service Desk Technician
Kaiser Permanente
02.2023 - Current
Marketing Intern
Tinuiti
07.2021 - 08.2021
Professional Skills Training - Cybersecurity
YearUp
Certification - Cybersecurity
Atlanta Metropolitan State College
Certification - Information Technology
Atlanta Metropolitan State College
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