SHARONNE MOORE
Summary
Experienced and dedicated job seeker with strong organizational skills, seeking a Security Analyst position. Detail-oriented with exceptional communication and project management skills, and able to handle multiple tasks effectively and efficiently in fast-paced environments. Proactive in identifying and addressing issues, optimizing processes, and supporting team objectives, as recognized by others.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Support Specialist
HCL Technologies
06.2019 - Current
- Served as a subject matter expert for the support team, providing guidance on escalated cases.
- Managed high-volume support tickets while maintaining excellent customer service ratings.
- Enhanced communication within the support team through regular meetings, status updates, and collaborative tools usage.
- Mentored junior team members, fostering professional growth and enhanced problem-solving abilities.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Mentored junior support staff, fostering a culture of collaboration and learning within the team.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Learned and adapted quickly to new technology and software applications.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
- Championed best practices in ticket handling and case management, resulting in improved issue tracking accuracy.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Helped streamline repair processes and update procedures for support action consistency.
- Used ticketing systems to manage and process support actions and requests.
- Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.
Field Tech Analyst Lead / Procurement Auditor
NTT Data
09.2019 - 06.2019
- Manages the day-to-day activities of the team
- Monitors and supervise a team of consultants to achieve the organization's objectives
- Coordinates service delivery (IMAC, Break Fix, Desk Side Support) according to Client policies & procedures
- Provides guidance, instruction, training, and leadership skills to team members to maximize their potential
- Coordinates with end users on expectations and availability to conduct services
- Submits orders and requests for parts replacement, system upgrades, and basic deployments and repair on Client assets
- Strives to meet Client service level agreements/objectives and customer satisfaction goals
- Escalate to Manager or according to Client service management processes on issues that impact a Client End User and/or entire operation at site
- Follows predefined procedures and task in everyday activities
- Oversaw and audited all purchases made by the client
- Worked with other operations positions to make sure products meet the needs of the business
- If there is any discrepancies or problems discovered, I bring it to management's attention and recommend the best way to correct the issue
- Assists with improving systems and documenting processes with other members of my team
- Motivating the team to achieve organizational goals
- Developing and implementing a timeline to achieve targets
- Delegating tasks to team members
Workflow Coordinator
DecisionOne
03.2017 - 09.2019
- Throughout the life of the projects I coordinate and ensure all project phases are well documented and completed successfully
- I am experienced in compiling project status reports, coordinating project schedules, managing project meetings, as well as identifying and resolving any technical issues that may arise on or off the site
- I am service/detail oriented and great with our customers and vendors
- I manage assigned projects independently but will collaborate when necessary
- Provided training to new employees on workflow processes and software tools, boosting their performance levels quickly.
- Enhanced team productivity by assigning tasks based on individual strengths and monitoring progress.
- Liaised between clients and management to provide updated status reports.
- Worked effectively in fast-paced environments.
- Organized and detail-oriented with a strong work ethic.
- Developed and maintained courteous and effective working relationships.
- Collaborated with cross-functional teams to develop best practices for seamless coordination of work efforts.
X1 Incident Manager / Technical Production Support
MDT Technical
01.2016 - 09.2016
- Responsible for triaging and managing incidents for all new and existing products in the Xfinity X1 Platform, ensuring that all incidents are identified, triaged and resolved within company and partner SLAs
- Perform root cause analysis for high severity issues and provide documented reports to respective product and program owners
- Assisted in the on-boarding and training of junior incident managers and incident analysts as well as off-shore NOC analysts
- Experienced using multiple tracking / ticketing systems
- Managed incidents to resolution for new and existing products including escalations were appropriate
- Ran Daily incident analysis reports for outstanding incidents and trends
- Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
Midrange Incident Operator
Computer Science Corporation (CSC)
11.2013 - 01.2016
- Monitored backup jobs across multiple platforms
- Performed daily system monitoring, verified the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups
- Performed daily reporting and management of the backup implemented for customers; monitoring backup jobs, executed restore jobs, troubleshooting failed jobs, and initiating corrective action
- Documented all problems verbally and/or through the web turnover shared database
- Scheduled production NetBackup processing based on requests from TIG/USD
- Perform tape pool maintenance in NetBackup and Data Protector
- Ensuring that all data is secured and there are no breaches of confidentiality
- Removed servers from backup monitoring, upon request
- Provided on-the-job training to newly hired workers and team members.
- Assisted in training new operators, sharing knowledge of best practices and promoting a culture of teamwork amongst peers.
- Investigated processing errors and malfunctions, resolving issues with minor machine repairs.
Education
Bachelor of Science - Accounting And Finance
Wilmington University
New Castle, DE05-2025
CompTIA Network+ & CompTIA Security - Cyber Security
Delaware State University
Dover, DE10-2024
GED -
Touro College
New York, NY06.2005
Skills
- Ticketing System Experience
- Remote Support
- Incident Response Management
- Escalation Handling
- SLA management
- Training and mentoring
- Customer service expert
- Highly Professional
- Continuous Improvement
- Incident Response
- Attention to Detail
- Multitasking Abilities
References
Available upon request.
Certification
- CompTIA Network+ - Computing Technology Industry Association.
- CompTIA Security+ - Computing Technology Industry Association.
Languages
English
Full Professional
Timeline
Field Tech Analyst Lead / Procurement Auditor
NTT Data
09.2019 - 06.2019
Senior Support Specialist
HCL Technologies
06.2019 - Current
Workflow Coordinator
DecisionOne
03.2017 - 09.2019
X1 Incident Manager / Technical Production Support
MDT Technical
01.2016 - 09.2016
Midrange Incident Operator
Computer Science Corporation (CSC)
11.2013 - 01.2016
Bachelor of Science - Accounting And Finance
Wilmington University
CompTIA Network+ & CompTIA Security - Cyber Security
Delaware State University
GED -
Touro College
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