Nykywan R Parker
Marietta,GA
Overview
9
9
years of professional experience
Work History
Software Support Specialist 2
- ORACLE
Kansas City, Missouri-Remote
05.2022 - Current
- Provide technical support for engineering applications, including installation, configuration, and troubleshooting.
- Monitor application performance and implement improvements to enhance functionality and user experience.
- Develop and maintain documentation such as user guides, troubleshooting procedures, and process workflows.
- Collaborate closely with IT and software vendors to resolve technical issues and execute updates or upgrades.
- Support the integration of new applications and tools into existing engineering workflows.
- Participate in project planning and contribute to the successful execution of application-related initiatives.
Technical Support Analyst
- KENNESAW STATE UNIVERSITY
Kennesaw, Georgia
08.2020 - Current
- Documented all actions in ticketing system while delivering technical support.
- Sourced effective solutions using curated knowledge base.
- Conducted hardware and software diagnostics, ensuring prompt repairs.
- Provided support for classroom technology and instructional equipment.
- Coordinated resolution of technical issues through efficient resource utilization.
- Managed accurate tracking of asset and inventory records.
- Assisted with technology requirements for events and conferences.
Senior Technical Support Advisor
- APPLE
Atlanta, GA - Remote
10.2016 - 10.2020
- Delivered desktop computing environments utilizing diverse Apple hardware and software platforms.
- Assisted new customers in onboarding with Apple products while providing continuous support to existing users.
- Guided team to meet service level objectives for first call resolution effectively.
- Established customer expectations for resolution times based on issue scope and severity.
- Diagnosed and resolved technical issues related to internet connectivity, email, and application downloads.
Education
Some College (No Degree) - Computer Science
Saint Augustine’s University
Raleigh, NCSome College (No Degree) - Network Administration
Computer Ed Institute
Marietta, GASome College (No Degree) - Software Engineering Immersive
General Assembly
Atlanta, GASkills
- Software installation
- Effective communication
- Problem solving
- Software development
- Customer support
- Software testing
- Escalation handling
- Remote support
- Application support
- Software upgrades
- Performance monitoring
- Customer relationship management
Timeline
Software Support Specialist 2
- ORACLE
05.2022 - Current
Technical Support Analyst
- KENNESAW STATE UNIVERSITY
08.2020 - Current
Senior Technical Support Advisor
- APPLE
10.2016 - 10.2020
Some College (No Degree) - Computer Science
Saint Augustine’s University
Some College (No Degree) - Network Administration
Computer Ed Institute
Some College (No Degree) - Software Engineering Immersive
General Assembly