Summary
Overview
Work History
Education
Skills
Timeline

Quantavius Varner

Aubrey,TX

Summary

Results-driven IT support technician with a strong background in customer service and a commitment to delivering exceptional user experiences. Known for outstanding communication skills and the ability to effectively resolve technical issues while adhering to health and safety guidelines. A proactive team player dedicated to fostering collaboration and addressing challenges head-on, ensuring seamless operations and enhanced service delivery. Eager to leverage technical expertise and interpersonal strengths in a dynamic information technology support role.

Overview

6
6
years of professional experience

Work History

Assistant General Manager

La Fitness - Fitness International
04.2025 - Current
  • Motivated, trained, and disciplined employees to maximize performance.
  • Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
  • Enforced quality assurance protocols to deliver ideal customer experiences.
  • Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
  • Mentored and motivated team members to achieve challenging business goals.
  • Developed and implemented policies and procedures to improve customer service and satisfaction.
  • Analyzed customer feedback data to identify areas of improvement and develop solutions.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Assisted in recruiting, hiring and training of team members.

IT Analyst

Altice USA
08.2023 - 03.2025
  • ServiceNow Ticketing system Management
  • Operations Management
  • Onboarding Management
  • Access Management
  • Great communication skills with users
  • Hands on experience with customer service software
  • Resolved 80% or more tickets during 1st touch.
  • Followed SOP per environment and escalation process.
  • Met outlined KPI goals. Effectively managed issues through multiple forms of inbound requests including calls, e-mails, chat, web forms, or client tracking/ticketing databases including ServiceNow. Instructed end-users in the appropriate use of equipment, software, and/or reference materials.
  • Data entry - accurately prioritized, categorized, tracked, and logged calls, tickets, chats, etc following client or internal tracking protocols.
  • Troubleshooted and resolved issues related to hardware/software, password resets, Microsoft OS, security, and desktop applications.
  • Worked closely with other team members to identify and suggest resolutions and improvements.
  • Analyzed existing systems and databases and recommended enhancements to solve business needs
  • Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.

IT Analyst

Naej Staffing solutions
03.2019 - 08.2023
  • Provided day to day support of software, workstations, mobile devices, accessories, and printers via live call and email.
  • Prioritized ticketing system - ServiceNow - flow to ensure we meet SLA and provide 1-time closes.
  • Coordinated support sessions with users
  • Worked with technology vendors to solve ticket issues.
  • Documented each service ticket with detail.
  • Resolved 60% or more tickets during 1st touch.
  • Followed SOP per environment and escalation process.
  • Met outlined KPI goals. Effectively managed issues through multiple forms of inbound requests including calls, e-mails, chat, web forms, or client tracking/ticketing databases including ServiceNow. Instructed end-users in the appropriate use of equipment, software, and/or reference materials.
  • Data entry - accurately prioritized, categorized, tracked, and logged calls, tickets, chats etc. following client or internal tracking protocols.
  • Troubleshooted and resolved issues related to hardware/software, password resets, Microsoft OS, security, and desktop applications.
  • Worked closely with other team members to identify and suggest resolutions and improvements.
  • Re-engineered existing computer systems to promote ease-of-use and improve system security.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
  • Analyzed existing systems and databases and recommended enhancements to solve business needs

Education

High School Diploma - Computer science

Heritage High School
GPA: 3.4

Skills

  • Problem solving - LAN Knowledge - Help Desk
  • Verbal communication - operating systems - Phone skills
  • Great customer service - Quality focus - PC Proficiency - System administration
  • Access Management - Separation Management - Onboarding management
  • Team leadership expertise
  • Strategic planning skill
  • Business operations background
  • Training and development skill
  • Vendor relationship management
  • Process improvements
  • Test planning and documentation
  • IT performance reports
  • System performance
  • Customer support
  • Risk assessment
  • Network administration
  • IT service management
  • IT risk management
  • Data analysis
  • Statistical analysis

Timeline

Assistant General Manager - La Fitness - Fitness International
04.2025 - Current
IT Analyst - Altice USA
08.2023 - 03.2025
IT Analyst - Naej Staffing solutions
03.2019 - 08.2023
Heritage High School - High School Diploma, Computer science

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Quantavius Varner