Mackenzie Littleton
IT Support Specialist
Charles Town,WV
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Experience in analyzing system performance and security to drive optimal user experience. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and exploring different solutions to address customer needs effectively.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work History
IT Support Specialist
Generation WV
08.2023 - Current
- Researched and identified solutions to technical problems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Assisted with updating technical support best practices for use by team.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Monitored systems in operation and quickly troubleshot errors.
- Configured and tested new software and hardware.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Member Sales Representative
Navy Federal Credit Union
07.2021 - 08.2023
- Resolved customer issues through thorough dispute investigation.
- Maintained a consistent record of exceeding sales targets by utilizing strong product knowledge and understanding customer needs.
- Generated account activity reports to identify upgrade and sales opportunities.
- Connected customers with services based on individual needs and vendor capabilities.
- Maintained and managed customer files and databases.
- Promoted high level of customer satisfaction using strong relationship-building skills, consistent follow-up and prompt issue resolution.
Restaurant Manager
Tee Dawg's BBQ (Family Owned)
01.2020 - 06.2021
- Correctly calculated inventory and ordered appropriate supplies.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Maximized quality assurance by completing frequent line checks.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
Assistant Store Manager
Sprint/T-Mobile
01.2016 - 01.2020
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Raised property accuracy and accountability by creating new automated tracking method.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
- Maintained excellent vendor relationships which facilitated smooth supply chain operations enabling better inventory control.
Sales Representative
Sprint
08.2015 - 01.2020
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Developed and implemented marketing plans to increase brand awareness and drive sales.
Education
Associate of Science - Cybersecurity
Blue Ridge Community And Technical College
Martinsburg 08.2023 - Current
Bachelor of Science - Health And Physical Education
Shepherd University
Shepherdstown, WV 08.2015 - 01.2020
Skills
Virtualization Technologies
Timeline
IT Support Specialist
Generation WV
08.2023 - Current
Associate of Science - Cybersecurity
Blue Ridge Community And Technical College
08.2023 - Current
Member Sales Representative
Navy Federal Credit Union
07.2021 - 08.2023
Restaurant Manager
Tee Dawg's BBQ (Family Owned)
01.2020 - 06.2021
Assistant Store Manager
Sprint/T-Mobile
01.2016 - 01.2020
Sales Representative
Sprint
08.2015 - 01.2020
Bachelor of Science - Health And Physical Education
Shepherd University
08.2015 - 01.2020