Natasha Grayson
Killeen,TX
Summary
Resourceful IT Support Specialist with experience troubleshooting hardware, software, and network issues across diverse environments. Skilled in Active Directory, Microsoft 365, MFA, and remote desktop tools, with a focus on efficiency, security, and user satisfaction. Strong communicator and problem-solver with hands-on experience in ticketing systems, account management, and technical support. Seeking to contribute technical expertise and grow toward a Systems Administrator role.
Overview
9
9
years of professional experience
3
3
Certifications
Work History
Remote Helpdesk Support Specialist
Progressive Insurance (Temp) – Burnet Specialist
Austin, TX
03.2025 - Current
- Provided first-line support for hardware, software, and network issues via phone, email, and remote tools.
- Managed user accounts, access permissions, and multi-factor authentication setups.
- Tracked and documented support tickets to ensure SLA compliance, maintaining consistent user satisfaction ratings above 90%.
- Collaborated with IT teams on updates, hardware refreshes, and security initiatives to improve system reliability.
Helpdesk Networking Specialist III
GTS Technology Solutions
Austin, TX
07.2022 - 06.2023
- Provided first-level technical support for PC hardware, software, & network problems over the phone or via email.
- Monitored call trends to identify & resolve continuing problems or unusual situations.
- Performed security access administration functions that include resetting active directory, portal, & mainframe passwords.
- Communicate on a complex level with others (internally or externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints.
Remote Helpdesk Support Specialist
A-List Staffing
Austin, TX
06.2020 - 07.2022
- Assist students/staff with any Internet/cable connectivity issues
- Resolved issues via Email, Chat, Text Messages, and Phone
- Assisted with scheduling technician appointments
- Assisted with smart devices (iPhone, Android, speakers, etc.), laptops, smart TV’s, and desktop computers.
Advanced Technical Support Specialist
Protect America Home Security
Austin, TX
08.2019 - 12.2019
- Set up appointments with potential and current customers to discuss new products and services.
- Participated in training and workshops to enhance skills and acquire resourceful tools.
- Identified and resolved issues using software and hardware.
- Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures.
- Delivered exceptional customer service by actively listening to concerns and addressing them promptly.
Remote Technical Support Specialist
Transcom Worldwide Inc - Apple Inc (Temp)
Killeen, TX
06.2017 - 02.2018
- Took incoming calls and helped customers walk through troubleshooting steps to repair their mobile devices and desktops.
- Documented all transactions and support interactions for future reference and addition to knowledge base.
- Assisted customers with scheduling in-store repair appointments.
- Diagnosed and resolved technical hardware and software issues.
- Guided users with troubleshooting using diagnostic tools.
Education
Computer Support Specialist Program -
Southern Careers Institute
Austin, TX10.2025
High School - General Studies
Desoto Central High School
Southaven, MS05.2014
Skills
- Data Entry Network Support
- Microsoft 365 Administration
- Multifactor Authentication
- Network Troubleshooting
- Active Directory & Azure AD
- Ticketing Systems
- Incident Management
- Administrative Support
Certification
• Computer Support Specialist
References
References available upon request.
Timeline
Remote Helpdesk Support Specialist
Progressive Insurance (Temp) – Burnet Specialist
03.2025 - Current
Helpdesk Networking Specialist III
GTS Technology Solutions
07.2022 - 06.2023
Remote Helpdesk Support Specialist
A-List Staffing
06.2020 - 07.2022
Advanced Technical Support Specialist
Protect America Home Security
08.2019 - 12.2019
Remote Technical Support Specialist
Transcom Worldwide Inc - Apple Inc (Temp)
06.2017 - 02.2018
Computer Support Specialist Program -
Southern Careers Institute
High School - General Studies
Desoto Central High School