Ora Graham-Merchant
Greensboro,NC
Summary
Dedicated Help Desk and Product Support Specialist with proven experience in technical troubleshooting, issue resolution, and end-user support. Skilled in diagnosing complex hardware and software issues, delivering multi-channel assistance, and improving IT operations and user satisfaction. Actively pursuing a career as a Systems Administrator to apply advanced technical knowledge and contribute to reliable, secure infrastructure management.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Software Development Support
Lenovo
Whitsett, North Carolina
10.2025 - Current
- Managed server performance and uptime across diverse environments.
- Configured and maintained enterprise-level server hardware and software systems.
- Implemented security protocols to safeguard sensitive data on servers.
- Troubleshot server issues, providing timely resolutions for operational continuity.
Material Handler
TRC Staffing/Lenovo
Greensboro, North Carolina
09.2025 - 10.2025
- Verify order accuracy before packaging and shipment.
- Package materials securely and label appropriately.
- Use SAP to scan, record, and track outgoing deliveries.
- Maintain inventory accuracy through proper documentation.
- Support warehouse operations and assist with incoming materials as needed.
Product Support Specialist
Noregon Systems
Greensboro, NC
06.2023 - 05.2025
- Provided first and second-line software and chat support for B2B clients in the diesel mechanics industry, ensuring prompt and effective resolution of technical issues.
- Specialized in assisting with customized software solutions tailored to each client’s operational needs, improving system efficiency and minimizing downtime.
- Perform advanced hardware and software troubleshooting as needed by account leads.
- Deliver basic software support via phone and chat for non-contracted customers.
- Manage and resolve support cases in HelpSpot, assisting both internal and external users through multiple communication channels.
Application Support Specialist (Volvo) Contract
TEKsystems
Greensboro, NC
06.2022 - 04.2023
- Managed support cases in ServiceNow.
- Resolved and escalated incidents.
- Troubleshoot using expertise, documentation, and team collaboration.
- Responded to mailbox inquiries and monitored applications.
Helpdesk Specialist (RJ Reynolds) Contract
TEKsystems
Winston-Salem, NC
02.2022 - 05.2022
- Set up employee workstations by configuring hardware, software, and peripheral devices.
- Responded to end-user support requests, providing clear and patient guidance through basic troubleshooting steps.
- Communicated complex technical concepts in simple terms to improve user understanding and confidence.
- Documented incidents and service requests accurately within the ServiceNow ticketing system.
Education
Bachelor of Science - Management Information Systems, Cyber Security Management
Strayer University
Grantsboro, NCAssociate of Science - Computer Information Technology
Guildford Technical Community College
Jamestown, NCSkills
- Windows 10/11 administration and troubleshooting
- Windows Server installation, configuration, and management
- Hardware and software installation, upgrades, and optimization
- Printer, laptop, phone, and office equipment support
- LAN/WAN network troubleshooting and connectivity management
- User account administration, Active Directory management, and group policy configuration
- File and folder permission management, sharing, and security on Windows Servers
- Database administration and SQL queries for system and application support
- Remote and on-site technical support
- Application installation, configuration, and troubleshooting
- Help Desk and Tier 1/2 support with ticketing systems such as ServiceNow and HelpSpot
- SharePoint administration and user support
- Incident resolution, tracking, and detailed documentation
- System monitoring, performance tuning, and quality assurance
- Strong communication skills and attention to detail
- IT policy compliance and security best practices
Certification
- Currently studying for ComptiaServer+ certification
- Google Foundations of Cybersecurity ( Coursea Certificate)
- IT Troubleshooting Skills( Udemy Certificate)
- IT Help Desk Professional ( Udemy Certificate)
- Active Directory & Group Policy ( Udemy Certificate)
References
References available upon request.
Timeline
Software Development Support
Lenovo
10.2025 - Current
Material Handler
TRC Staffing/Lenovo
09.2025 - 10.2025
Product Support Specialist
Noregon Systems
06.2023 - 05.2025
Application Support Specialist (Volvo) Contract
TEKsystems
06.2022 - 04.2023
Helpdesk Specialist (RJ Reynolds) Contract
TEKsystems
02.2022 - 05.2022
Bachelor of Science - Management Information Systems, Cyber Security Management
Strayer University
Associate of Science - Computer Information Technology
Guildford Technical Community College