MacKenzie Palmer

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Configured hardware, devices, and software to set up work stations for employees.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Installed, modified, and repaired software and hardware to resolve technical issues.
• Monitored help desk ticketing system queues for incoming requests from customers.
• Provided level-1 and level-2 remote support for desktops, printers, and other computer-related devices.
• Configured user accounts, installed software applications, configured network settings, and performed system maintenance tasks.
• Solved problems on Windows, Mac and user applications utilizing product specifications.
• Documented all steps taken during issue resolution in the ticketing system for future reference.
• Troubleshot issues on device-specific problems, network performance, and internet connectivity.
• Diagnosed issues through process of elimination by asking probing questions.
• Delivered support for internet service and connectivity-related issues pertaining to operating system, PC, and browser configuration.

• Mentored new hires, resulting in stronger staff development and increased productivity.
• Facilitated virtual, in-person and blended learning sessions.
• Worked with vendors to customize courseware to accommodate business needs.
• Provided coaching and mentoring to employees.
• Utilized variety of instructional design methodologies to create effective learning experiences.
• Developed job-specific competencies and performance standards.

• Supervised the daily work of staff to ensure work prioritization and quality.
• Mentored and coached team members to ensure successful performance.
• Delegated tasks to team members according to project requirements and employee strengths.
• Trained staff on product knowledge to ensure customers received accurate information, displaying excellent instructional abilities.
• Resolved problems and escalated high-level issues to supervisor within established timeframes.
• Resolved escalated customer issues with tact and diplomacy, highlighting conflict resolution expertise.
• Stay up to date on any changes to the programs, distribute updates to the floor
• Attend telephone skills and program information training sessions; demonstrate mastery of subject matter within specified timeframes
• Closely adhere to call center scheduling, ensuring adequate telephone coverage during call center hours of operation
• Exhibit professional and positive behavior towards the project, colleagues, and management
• Assist the supervisor with daily, weekly, and monthly reporting duties

Technical Skills:

• ServiceNow Ticketing System (Incident, Request, and Task Management)

• Windows OS Administration and Troubleshooting (Windows 10/11)

• Multi-Factor Authentication (MFA) Support (e.g., resetting/unlocking

accounts)

• Remote Desktop Support (RDP, Citrix, SCCM Remote Control, etc.)

• Basic Networking Troubleshooting (VPN, DNS, IP Configuration)

• Application Troubleshooting (Government and Enterprise Applications)

• Active Directory (Account Unlocks, Password Resets, Group Policy

Awareness)

• Microsoft 365 Support (Outlook, Teams, OneDrive, SharePoint)

• Hardware Support (Printers, Scanners, Peripherals)

• Software Installation and Configuration

• Basic ITIL Principles (Incident, Problem, and Change Management)

Customer Service & Communication Skills:

• Clear and Professional Communication with End Users

• Ability to Explain Technical Issues in Non-Technical Terms

• Experience Handling High-Volume Support Requests.

Problem-Solving & Analytical Skills:

• Strong Troubleshooting and Root Cause Analysis Skills.

• Ability to Follow Standard Operating Procedures (SOPs).

• Adaptability in Handling New or Unfamiliar Technical Issues

• Escalation Management and Issue Prioritization.

• Completed data entry tasks with accuracy and efficiency
• Scanned documents and saved in database to keep records of essential organizational information
• Entered numerical data into databases with speed and accuracy using 10-key pad
• Maintained ongoing communication with relevant departments to confirm accurate data delivery
• Corrected data entry errors to prevent later issues such as duplication or data degradation
• Identified data entry errors and reported to necessary departments
• Added documents to file records and created new records to support filing needs
• Received incoming calls and handled data requests from internal stakeholders

• Reviewed and resolved differences between accounting information and cash drawer
• Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
• Requested official identification for many purchases and verified details, consistently meeting strict legal standards of underage sales
• Assisted customers by answering questions and fulfilling requests
• Worked flexible schedule and extra shifts to meet business needs
• Operated cash register for cash, check and credit card transactions with excellent accuracy levels
• Enforced store safety and cleanliness standards, reducing hazards
• Greeted and informed customers of products, fostering positive store experiences

• Used cash registers and calculators to prepare bills, accept payments and make change
• Maintained sanitary, organized facility by wiping down countertops, mopping and sweeping floors, emptying trash receptacles and washing dishes
• Demonstrate fiscal responsibility with all Company assets by following company cash handling policies
• Demonstrate ability to be a 'team player' by contributing to the team's success and communicating effectively with other team members
• Contributed to team success by completing jobs quickly and accurately

• Provides a positive customer experience with fair, friendly, and courteous service
• Registers sales on a cash register by scanning items, itemizing and totaling customers' purchases
• Resolves customer issues and answers questions
• Organized Associate Cashier experienced in handling cash, processing payments and building patron relationships with excellent interpersonal abilities
• Proven history of error-free drawer counts and reconciliations
• Service-oriented team member with good communication skills and friendly personality
• Operated cash register for cash, check and credit card transactions with excellent accuracy levels
• Worked flexible schedule and extra shifts to meet business needs