Melissa Carroll
Pembroke Pines
Summary
Experienced Technology Support Specialist II skilled in diagnosing complex issues and implementing effective solutions. Expertise in technical troubleshooting and customer service enhances user experience and operational efficiency. Trains staff on advanced technology tools to promote collaboration and drive educational success.
Overview
23
23
years of professional experience
Work History
Technology Support Specialist II
Broward County School Board
Pembroke Pines
03.2023 - Current
- Provided technical support for staff and students across school campus.
- Diagnosed and resolved hardware and software issues efficiently and effectively.
- Trained teachers on using classroom technology and educational software tools.
- Supported implementation of new technology systems to enhance educational experiences.
- Collaborated with IT teams to maintain network infrastructure and connectivity issues.
- Provided hands-on support during technology events and training sessions, facilitating successful usage of tools and resources.
- Managed technology inventory, ensuring timely availability of essential equipment for staff and students.
- Resolved customer complaints regarding technology products or services.
- Maintained inventory records for all technology-related equipment.
Information Management Specialist/ Tech
Broward County Public Schools
06.2013 - 02.2023
- System administrator
- Updated student information in TERMS
- Ensured accuracy of student data per state standards and best practices.
- Managed timely submission of accurate data for quarterly FTE survey, supporting school funding.
- Generated daily specialized reports from TERMS, Optispool, Data Warehouse, and Basis.
- Verified Advanced Placement (AP) exam scores for funding purposes.
- Registrar/School records administrator
- Pinnacle gradebook and attendance manager
- Assisted employees, parents, and students with computer-related issues.
- Configured and repaired student and staff computers to ensure operational efficiency
- Processed payroll for staff, ensuring timely and accurate payments.
Front End Customer Service Representative
Rick Case Cycles
Davie
05.2012 - 06.2013
- Answered and maintained a multi-line telephone system.
- Received payments and issued receipts at cashier's desk.
- Ensured accurate daily balances, completed bank deposit paperwork, and set up cash register drawers for efficient cash management.
- Maintained Avaya phone system and repaired/replaced broken components to ensure seamless communication.
- Repaired faulty sales and service computers to ensure operational efficiency.
- Maintained accurate online inventory of new and used motorcycles as well as physical inventory for the dealership
- Utilized multiple social media platforms and web services to execute weekly advertising campaigns, enhancing dealership visibility.
Customer Service Staff
Publix Supermarket
Davie/Port St Lucie
09.2010 - 05.2012
- Provided timely assistance to customers, supported cashiers with overrides, and enhanced overall customer service experience.
- Managed customer service desk operations to assist clients effectively.
- Coordinated daily staff schedules and breaks to ensure optimal coverage and service.
- Managed back cash office operations, balanced cash drawers, and set up cash registers for cashiers.
Dispatcher Trainee
Palm Beach County Sheriff
Palm Beach
04.2010 - 08.2010
- Coordinated dispatch of deputies to emergency calls for effective response.
- Ensured adherence to 911 procedures and protocols during emergency calls.
- Managed high call volumes to ensure timely response to emergency situations.
Customer Service: Lead Teller
National City Bank/PNC
Port St Lucie
04.2008 - 04.2010
- Coordinated teller schedules, managed ATM pick-ups, conducted vault collections, coached employees, and led training initiatives.
- Oversaw cash boxes and facilitated cash and credit card advances and wire transfers to ensure accurate transactions.
- Achieved bank sales goals by promoting financial products through effective referral strategies.
- Maintained and fixed Teller computers and ATM's.
Customer Service: Lead Teller
Citibank
Palm Beach
01.2007 - 04.2008
- Achieved sales goals by actively promoting financial products through referrals.
- Managed cash boxes, cash advances, credit card advances, and wire transfers to ensure accurate transactions.
- Performed regular maintenance and repairs on Teller computers and ATMs to ensure operational efficiency.
Customer Service; Teller 3/ Lead Teller
SunTrust Bank
Sunrise
09.2004 - 01.2007
- Achieved sales goals by promoting financial products through referrals.
- Maintained cash boxes, cash advances, credit card advances and wire transfers.
- Coordinated teller schedules, managed ATM pick-ups, conducted vault collections, and provided coaching and training for employees.
Executive Assistant to General Manager
Rick Case Honda
Davie
01.2003 - 07.2004
- Resolved issues with sales and service computers to ensure operational efficiency
- Maintained Avaya phone system, ensuring reliability through timely repairs and replacements
- Assisted Sales Manager and team with daily tasks to streamline operations
- Supported sales associates during busy periods.
- Trained new employees within the company.
- Conducted inventory of all vehicles on property to maintain accurate records.
Education
Associate of Arts - General Studies
Palm Beach State College
West Palm Beach12-2005
Associate of Arts -
Broward College
DavieAssociate of Arts -
Florida International University
MiamiHigh School Diploma -
Western High School
Davie06-1999
Skills
- Technical troubleshooting
- Network support
- Hardware maintenance
- Active directory management
- Database management
- Data warehousing
- Ticketing system expertise
- Security protocols
- Computer proficiency
- Data entry
- Inventory management
- Technical terminology
- Word processing
- Customer service and support
- Interpersonal skills
- Communication techniques
Knowledge Skills Abilities
- Ability to adapt to changing work priorities and working with frequent interruptions.
- Able to effectively communicate with diverse groups while maintaining confidentiality.
- Knowledge of computer usage and modern office practices including a working knowledge of TERMS, Optispool, Data Warehouse, Microsoft Word, Microsoft Excel, Raptor Security.
- Capable of learning computer software programs quickly.
- Employment of effective communication techniques and procedures.
- Able to communicate effectively both orally and in writing.
- Ability to effectively carry out oral and written directions.
- Experienced in providing excellent customer service, sales promotions, operating call centers, and making sure the customer is overall satisfied.
- Knowledgeable in Internet research, analysis of information, communication, interpersonal skills & proofreading and editing professional documents.
- Ability to fix and maintain computers and phone systems.
Timeline
Technology Support Specialist II
Broward County School Board
03.2023 - Current
Information Management Specialist/ Tech
Broward County Public Schools
06.2013 - 02.2023
Front End Customer Service Representative
Rick Case Cycles
05.2012 - 06.2013
Customer Service Staff
Publix Supermarket
09.2010 - 05.2012
Dispatcher Trainee
Palm Beach County Sheriff
04.2010 - 08.2010
Customer Service: Lead Teller
National City Bank/PNC
04.2008 - 04.2010
Customer Service: Lead Teller
Citibank
01.2007 - 04.2008
Customer Service; Teller 3/ Lead Teller
SunTrust Bank
09.2004 - 01.2007
Executive Assistant to General Manager
Rick Case Honda
01.2003 - 07.2004
Associate of Arts - General Studies
Palm Beach State College
Associate of Arts -
Broward College
Associate of Arts -
Florida International University
High School Diploma -
Western High School