Shay Burns
Atlanta,GA
Summary
Operations Support Specialist and Technical Support Professional with 10+ years of experience providing technical troubleshooting, incident management, system support, customer service, documentation, and escalation management. Proven ability to resolve technical issues efficiently while maintaining a 91% First Contact Resolution rate. Experienced in monitoring support queues, documenting incidents, collaborating across teams, and supporting business operations in fast-paced environments. Strong analytical, communication, and problem-solving skills with a commitment to operational excellence.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
Work History
Technical Support Representative
State Farm
Atlanta, GA
09.2014 - Current
- Provide Tier 1 technical support to internal users by diagnosing and resolving hardware, software, network, and application-related issues.
- Troubleshoot LAN/WAN connectivity, VPN access, DNS issues, Microsoft 365 applications, and remote access technologies.
- Maintain a 91% First Contact Resolution rate through effective troubleshooting and issue resolution.
- Monitor and manage incoming support requests, incidents, and service tickets through ServiceNow.
- Support independent agents and office personnel with software installation, updates, account access, and application navigation.
- Document incidents, troubleshooting activities, resolutions, and escalation actions in accordance with established procedures.
- Escalate complex technical issues to specialized support teams while ensuring timely communication and follow-up.
Rachel Roy Specialist
Macy's
Atlanta, GA
02.2013 - 04.2015
- Delivered exceptional customer service and issue resolution in a high-volume retail environment.
- Analyzed sales and performance data to identify trends and support operational decision-making.
- Maintained accurate records, reports, and inventory information.
- Coordinated communication between corporate brand representatives and local store leadership.
- Managed multiple priorities while maintaining a strong customer experience.
Education
Bachelor of Arts - Business Administration
Fontbonne University
Saint Louis, MO 06.2008 - 08.2011
Skills
- Operations Support
- Technical Support
- Incident Management
- System Monitoring
- Troubleshooting
- Network Troubleshooting(TCP/IP,DNS,Wi-Fi)
- ServiceNow
- Escalation Management
- Documentation and Reporting
- Process Improvement
- Problem Resolution
- Remote Desktop Support
- VPN
- Microsoft 365
- Salesforce CRM
- Ticket Management
- Cross-Functional Collaboration
- Time Management
- Attention to Detail
- Password resets
- Multi-factor authentication (MFA)
Timeline
Technical Support Representative
State Farm
09.2014 - Current
Rachel Roy Specialist
Macy's
02.2013 - 04.2015
Bachelor of Arts - Business Administration
Fontbonne University
06.2008 - 08.2011