Shayla Alexander

- Diagnosed and resolved end-user problems using established methodologies, achieving a 95% first-call resolution rate.
- Conducted troubleshooting for standard issues encountered by end-users, ensuring smooth operations.
- Collaborated with cross-functional teams to research and implement solutions for challenging technical problems.
- Documented all work performed to create a valuable knowledge repository.

- Provided technical support to store personnel via phone and email, achieving a 90% first-contact issue resolution rate.
- Collaborated with third-party vendors to swiftly resolve technical issues at store locations.
- Managed replacement parts and equipment distribution to minimize downtime.
- Conducted detailed research to solve complex technical issues.

- Handled a high call volume, providing support via phone, email, and chat.
- Achieved first-call resolution for technical issues, enhancing customer satisfaction.
- Troubleshot operating system-related issues and monitored call volume.
- Collaborated with database leads and system administrators for effective testing coordination.
- Proficiently used pivot tables for data analysis.
- Managed Cisco Unified Manager tasks for network infrastructure.

- Developed and established quality assurance measures and testing standards.
- Prepared reports and recommendations for IT systems and projects.
- Maintained and revised quality assurance standards as needed.
- Liaised with developers, clients, and vendors to assess applications and systems.
- Ensured security compliance and coordinated tests with internal teams.
- Proficiently conducted automation testing and managed gateways.

- Facilitated cross-training and communication among support teams.
- Created and deployed system images using SCCM.
- Assisted with end-user equipment deployments and office moves.
- Provided advanced-level support for various hardware and software issues.
- Offered timely, accurate, and professional service to internal and external clients.
- Collaborated on application deployments and maintained detailed records.