Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
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Shadow Wolfe

Atlanta,GA

Summary

Motivated and results-oriented IT professional with strong problem-solving abilities, critical thinking, and a proven ability to enhance processes and surpass goals. Seeking a challenging IT role where I can leverage my leadership experience, technical adaptability, and fast learning to drive innovation and efficiency.

Overview

8
8
years of professional experience
1
1
Certification

Work History

IT Technical Support Intern

MAXX Potential
01.2025 - Current
  • Provided Tier 1 and Tier 2 technical support, diagnosing and resolving hardware, software, and network issues.
  • Used basic SQL queries to manage, sort, and filter data.
  • Led small training sessions to provide colleagues with guidance, best practices and feedback.
  • Utilized Jira to connect with customers and efficiently resolve tickets.
  • Managed ticket volume as team lead, assigning tickets and ensuring fair workloads.

Inside Sales Specialist

Verizon Wireless
01.2021 - 09.2024
  • Streamlined internal processes by collaborating with cross-functional teams, incorporating a problem-solving mindset.
  • Leveraged technical tools to analyze sales data, identifying trends for process optimization
  • Resolved complex customer issues by identifying needs and aligning solutions.
  • Led training sessions, demonstrating aptitude for technical instruction and onboarding.
  • Utilized CRM and sales analytics tools to track customer interactions, optimize outreach, and improve sales strategies.

Team Leader, Sales Operations

T-Mobile
06.2017 - 01.2021
  • Managed 20+ employees while analyzing metrics and implementing strategic improvements.
  • Improved efficiency by collaborating with cross-functional teams and leveraging data-driven decisions to refine processes.
  • Guided team members to troubleshoot customer service challenges, showcasing proficiency in technical guidance.
  • Spearheaded new programs for team engagement and skill-building.

Education

BA - Philosophy

Loyola University
2019

Skills

  • SQL/Linux
  • Incident Resolution and Escalation
  • Team Development
  • Communication and Documentation
  • Troubleshooting and Diagnostics
  • Wireless Networking
  • Data Analysis and Reporting

Languages

Spanish

Certification

  • IT Support Professional Certificate - Google
  • Cybersecurity Professional Certificate- Google

Timeline

IT Technical Support Intern

MAXX Potential
01.2025 - Current

Inside Sales Specialist

Verizon Wireless
01.2021 - 09.2024

Team Leader, Sales Operations

T-Mobile
06.2017 - 01.2021

BA - Philosophy

Loyola University

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Shadow Wolfe