Olivia Monroe
Jonesboro,GA
Summary
A highly motivated Technical Support Engineer with 10+ year of experience in providing excellent customer service and support. Possesses strong technical knowledge and the ability to effectively communicate with customers and colleagues. Committed to resolving customer issues quickly and efficiently, while ensuring customer satisfaction.
Overview
17
17
years of professional experience
Work History
It Support Consultant
ASAP TAX SERVICES LLC
02.2021 - 05.2023
- Installed well-functioning LAN/WAN and managed servers and IPs.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Provided advice to clients on contract basis, worked as consultant.
- Provided expert guidance on the selection of hardware, software, and related equipment based on client needs and specifications.
- Troubleshot complex technical issues using advanced diagnostic tools and methodologies, restoring functionality quickly and efficiently.
- Participated in the design and development of user-friendly documentation for IT support processes and procedures.
- Delivered high-quality customer service by addressing user concerns promptly and professionally, maintaining a strong reputation in the field of IT support consulting.
It Support Specialist
Publix
08.2006 - 01.2013
- Oversaw local IT infrastructure including servers, security, networking, storage systems and desktops.
- Deployed Microsoft Teams across enterprise to enhance collaboration.
- Worked with vendors to resolve equipment failures.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Answered questions and provided information to customers about new software or hardware.
- Supported critical business applications'' uptime by effectively identifying root causes of incidents and coordinating efficient resolutions.
- Created help desk tickets, troubleshot and resolved desktop issues.
Education
Bachelor of Science - Cybersecurity And Information Assurance
Western Governors University
Online12.2025
Skills
Technical Support & Troubleshooting Ticketing System User Training & Support Operating Systems Installation
Software Installation & Configuration Customer Service Windows Empathy Linux Domain Name System (DNS)
Networking System Administration Active Listening Conflict Resolution Collaboration Follow-up/Follow-through
skills Zoom Slack Cloud Computing Cybersecurity Hardware Configuration Mac Support Software
Troubleshooting Virtualization System Backup Recovery Operational Procedures Mobile Devices Security
Timeline
It Support Consultant
ASAP TAX SERVICES LLC
02.2021 - 05.2023
It Support Specialist
Publix
08.2006 - 01.2013
Bachelor of Science - Cybersecurity And Information Assurance
Western Governors University
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