Melanda Hill
Perry,GA
Summary
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.
Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction.
Overview
13
13
years of professional experience
Work History
IT Technical Support Specialist
Atlanta Public School System
Atlanta, GA
01.2016 - 08.2022
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, and cellular.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Translated complex technical issues into digestible language for non-technical users.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Activated accounts for clients interested in new services.
- Submitted service tickets for equipment maintenance requests.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided Tier 3 IT support to non-technical internal users through desk side support services.
- Monitored systems in operation and input commands to troubleshoot areas.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Managed high levels of call flow and responded to technical support needs.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
IT Technical Support Intern
Devry University And The Keller Graduate School Of Mgmt
Decatur, GA
11.2015 - 01.2018
- Helped department set up equipment for meetings, events and operations.
- Collected, update and migrate information.
- Prepared and delivered formal presentations of project work to respective departments.
- Worked in office lab environment to test, debug and operate developed systems.
- Analyzed current information and helped develop plans to address needs.
- Supported team needs with research and problem-solving abilities.
- Contributed within team environment by assisting and interfacing with full-time software engineers.
- Researched, developed and tested integrated software algorithms and tools for remote sensing and data processing systems.
- Performed reviews and investigations of data.
- Adapted to changing markets by developing and assisting with cloud-based company projects using software.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices and software to set up work stations for employees.
Us Army
US Army
Perry, GA
08.2010 - 08.2014
- Administered first aid treatment or life support care to sick or injured persons in prehospital settings.
- Attended training classes to maintain certification licensure, keep abreast of new developments in field and maintain existing knowledge.
- Administered first aid treatment or life support care to sick or injured persons in pre-hospital settings.
- Conducted end-of-shift cleaning, sanitation and resupply of equipment to promote organized, sanitary workstation.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
Education
Masters Of Engineering -
University of Maryland Global
Maryland06.2019
Bachelor Of Computer Science - Computer And Information Systems Security
DeVry University
Downers Grove, IL10.2015
Skills
- Software Diagnosis
- Troubleshooting Network Issues
- Help Desk Support
- Apple IOS
- Technical Troubleshooting
- Collaborative Team Player
- Performance Improvement
- Bid Reviewing
- Punch Lists
- Workflow Planning
- Project Development
- Purchasing and Procurement
- Asphalt Paving
- Workforce Scheduling
- Materials Take-Offs
- Lean Manufacturing and Design
- Technical Presentations
- Budgeting and Forecasting
- Business Process Reengineering
- Managing Revenue Projections
- Managing Multiple Projects
- Foundation Systems
- Quality Standards
- Manufacturing Processes
- Make-Ready Engineering
- Engineering Operational Functions
- Job Packages
- Site Drawings
- CAD Software
- Problem Identification and Analysis
- Cost-Effective Solutions
- Use Testing Equipment
- Technical Documentation and Reporting
- Mechanical Engineering
- Field Surveys
Timeline
IT Technical Support Specialist
Atlanta Public School System
01.2016 - 08.2022
IT Technical Support Intern
Devry University And The Keller Graduate School Of Mgmt
11.2015 - 01.2018
Us Army
US Army
08.2010 - 08.2014
Masters Of Engineering -
University of Maryland Global
Bachelor Of Computer Science - Computer And Information Systems Security
DeVry University
Similar Profiles
Allison StewartAllison Stewart
ESOL/EIP Teacher at Atlanta Public School SystemESOL/EIP Teacher at Atlanta Public School System
Regina BealRegina Beal
Special Needs Paraprofessional at Atlanta Public School SystemSpecial Needs Paraprofessional at Atlanta Public School System
SHAWANDA LIGHTNINGSHAWANDA LIGHTNING
School Custodian at Atlanta Public School SystemSchool Custodian at Atlanta Public School System