Summary
Overview
Work History
Education
Skills
Timeline
Generic

Naya Davis

Summary

Customer-focused and technically adept Technical Support Representative with over 2 years of experience troubleshooting hardware, software, and connectivity issues in fast-paced environments. Skilled in resolving complex customer problems with empathy, precision, and professionalism. Proven ability to deliver support remotely via phone, chat, and email, ensuring high customer satisfaction and retention. Excels in remote collaboration, ticket management, and knowledge base utilization.

Overview

1
1
year of professional experience

Work History

IT Support Specialist (Remote)

Everise
11.2024 - 04.2025
  • Supported internal and external clients in diagnosing and resolving connectivity, login, and software access issues.
  • Used ServiceNow to manage incidents and service requests across departments.
  • Collaborated with backend teams to escalate complex issues and reduce average resolution time by 20%.
  • Conducted training webinars for new users on system usage and basic troubleshooting.

Technical Support Representative

TEKsystems
01.2024 - 02.2025
  • Delivered remote support to end-users for Windows, macOS, mobile devices, and proprietary applications.
  • Resolved 85-90 tickets weekly with a 96% first-contact resolution rate, surpassing SLA targets.
  • Managed customer escalations to enhance NPS by 15% within six months.
  • Documented resolutions in knowledge base and internal CRM to facilitate team knowledge sharing.
  • Achieved recognition as 'Support Star' for Q4 based on quality scores and customer feedback.

Education

Certification -

Florida Career College
10-2020

High School Diploma -

Brookshire International Academy
La Mesa , California
09-2020

Skills

  • Remote Technical Support
  • Customer Service & Conflict Resolution
  • Windows/Mac OS & Software Troubleshooting
  • Ticketing Systems (Zendesk, Freshdesk, ServiceNow)
  • CRM Tools (Salesforce, HubSpot)
  • VoIP, VPN, Network Diagnostics
  • Knowledge Base & Documentation
  • Time Management & Self-Motivation
  • Remote Desktop Tools (TeamViewer, AnyDesk)

Timeline

IT Support Specialist (Remote)

Everise
11.2024 - 04.2025

Technical Support Representative

TEKsystems
01.2024 - 02.2025

Certification -

Florida Career College

High School Diploma -

Brookshire International Academy

Similar Profiles

CREATE PROFILE
Naya Davis