Mykell Sample
Chicago,IL
Summary
Technical support professional with a strong track record in troubleshooting, problem-solving, and delivering exceptional customer service. Adept at collaborating with teams to achieve optimal results and adapt to changing demands. Skilled in software and hardware diagnostics, network configuration, and user training. Known for reliability, effective communication, and proactive approach to resolving issues.
Overview
9
9
years of professional experience
Work History
Technical Support Specialist - Tier 1
Zentro Internet
10.2023 - 05.2025
- Configure and troubleshoot wired and wireless network issues for customers over the phone and via Sonar ticketing system
- Resolved 60 technical support tickets per day
- Recognize and understand how to configure customers' equipment to connect to the Internet via a wireless router, which may include connecting standard consumer electronic devices such as streaming devices, computers, laptops, tablets, smartphones and more
- Conduct follow-up calls and reply to customer email inquiries with recent completed service requests or sales
- Troubleshoot advanced networking protocols within the company network
Project Support Specialist - (Multiple Contracts)
Catalyst Consulting Group
03.2023 - 08.2023
- Proficiently manage parent-child account information including folder structures and permissions within Salesforce Marketing Cloud
- Updated published articles for the CHI 311 project
- Recreated training documents using Scribe and Tango for the Houston Airport System
- Proficiently captured and documented technical meeting discussions and outcomes in Confluence while effectively summarizing complex technical discussions, decisions, action items, and next steps in a clear and concise manner for the City of Chicago Department of Family & Support Services Early Childhood System (DFSS)
- Collaborated closely with Department of Family & Support Services alongside Catalyst internal project managers to: Enter current child records from ISBE data files into CARES for all sites, Created a list for CSD CARES and SchoolMint to contact agencies and collect missing data via email and telephone, Worked directly with agencies to complete enrollment for new students
- Collaborated closely with City of Chicago - Department of Innovation Technology (DoIT) for Data Extension Migration in the Salesforce Marketing Cloud to ensure smooth and efficient transfer of critical data. Process included: Duplicating data extensions and moving to shared folder(s), Exporting the original data extension, Importing those records into the duplicated versions
Data Entry Processor
LifeScan
01.2022 - 10.2022
- Processed, analyzed, and input data for approximately 500 blood specimens daily
- Updated and managed client and specimen data, test results, and PII in Manifest
- Assisted coworkers during data inputting data in Microsoft Excel and in navigating user errors
- Conducted PCR COVID19 tests for 10 – 15 employees weekly and analyzed bodily fluids with laboratory equipment to detect anomalies related to disease or acute injury
- Completed accessioning, centrifugation, transport packaging, and quality control checks for sample safety and to meet FDA requirements
Occupational Health Monitor
Medix
02.2021 - 12.2021
- Tested and scanned vial samples, registering approx. 400 students and staff in Manifest software along with their sample results and patient communication
- Managed and stored quantities of medical samples while reducing staff and patient infection risk through strict awareness of aseptic fields in the collection and storage of biological samples
- Reviewed staff tests for accuracy while monitoring for missed conditions
Certified Phlebotomist Technician
Grifols Plasma Center
11.2019 - 01.2021
- Collected blood through vacuum tube, syringe or butterfly venipuncture for 30 to 50 donors daily while offering support and advice for recovery
- Implemented COVID 19 protocols with coworkers while instructing patients to follow all safety and control requirements
- Prepared medical equipment and station for each donor, confirming with patient that their information was correct and accurate in SOFTWARE, printed charts, and collection tools
- Supported front office staff by monitoring patient flow, completing donor screening via phone, and updating digital sample drug lists from online research
Assistant Sales Manager
Cricket Wireless
06.2016 - 09.2019
- Managed a team of approx. 10 staff daily selling and repairing mobile devices, tablets, and related service plans
- Coached Sale Associates in product specifications, sales incentives, and selling techniques leading to a raise in customer satisfaction ratings
- Balanced and deposited cash, debit, and credit payments for store, typically up to $5K
- Audited store inventory and ensured that all products were tracked and stored accurately, rotating products according to company sales and customer demand
- Coordinated between company management and store staff to align on marketing, expand business, and increase sales
Education
IT Support Training Program -
Per Scholas
Chicago, IL02.2023
Skills
- Hardware: Desktops, Laptops, Mobile Devices, Tablets / iPads, Printers
- Software: Manifest Software, Microsoft Office 365 (Word, PowerPoint, Excel, Outlook), Project Plan 365, Google Workspace (Gmail, Docs, Sheets, Slides), Active Directory, Oracle VirtualBox, Salesforce/Salesforce Marketing Cloud, Confluence, Jira, Asana, Tango, Scribe, Sonar, Genesys
- Operating Systems: Windows 7/8/10/11, iOS, macOS, Android OS
- Certifications: CompTIA A
Work Type
Full TimePart TimeContract WorkWork Location
On-SiteHybridRemoteTimeline
Technical Support Specialist - Tier 1
Zentro Internet
10.2023 - 05.2025
Project Support Specialist - (Multiple Contracts)
Catalyst Consulting Group
03.2023 - 08.2023
Data Entry Processor
LifeScan
01.2022 - 10.2022
Occupational Health Monitor
Medix
02.2021 - 12.2021
Certified Phlebotomist Technician
Grifols Plasma Center
11.2019 - 01.2021
Assistant Sales Manager
Cricket Wireless
06.2016 - 09.2019
IT Support Training Program -
Per Scholas
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