Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
OfficeManager
Shekinah Roscoe

Shekinah Roscoe

San Antonio,TX

Summary

Qualified Advanced Technical Support Specialist with 10 years of helpdesk and customer service experience. Provides comprehensive Technical support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. With extensive experience in telecommunications, retail, and customer service, I am detail-oriented and driven. I troubleshoot highly technical, complex issues with ease and patience while delivering Tier 2 and 3 support knowledge.

Overview

12
12
years of professional experience

Work History

Technical Support Specialist

Office Ally
07.2019 - Current
  • Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed.
  • Created user accounts and assigned permissions.
  • Researched and identified solutions to technical problems.
  • Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Reduced response time with effective communication skills, ensuring customers received prompt assistance.
  • Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.

Teacher's Assistant

Raising Phoenix Academy
01.2016 - 06.2019
  • Supported planning and preparation for culturally-diverse class sessions.
  • Worked with lead teacher to monitor class schedule and take attendance.
  • Mentored and tutored individual students needing additional help.
  • Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
  • Completed daily reports on attendance and disciplinary performance.

Restaurant Manager

Toy's Tavern
01.2015 - 01.2016
  • Maximized quality assurance by completing frequent line checks.
  • Motivated staff to perform at peak efficiency and quality.
  • Enhanced guest experience by regularly reviewing feedback and implementing necessary improvements.
  • Managed staff schedules and maintained adequate coverage for all shifts.
  • Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
  • Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.

Home Childcare Provider

Ascent Childcare
05.2013 - 01.2015
  • Documented activities and behaviors to track progress and identify areas for improvement.
  • Efficiently managed the financial aspects of a home-based childcare business, such as budgeting expenses and tracking payments from parents.
  • Organized creative arts and crafts projects, fostering self-expression and cognitive development in children.
  • Participated in regular training to stay up-to-date on best practices in childcare.
  • Prepared group activities to enhance socialization, communication and problem-solving skills for children.
  • Built strong relationships with parents through effective communication about their child''s progress and needs.
  • Served as a positive role model for children in my care by exhibiting patience, kindness, and a strong work ethic on a daily basis.

Sales Associate

UPS
01.2012 - 03.2013
  • Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
  • Educated clients on current promotional offerings and products using persuasive selling tactics.
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.
  • Engaged with customers to build rapport and loyalty.
  • Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.

Education

Associate of Science - Technology Education

San Antonio College
San Antonio, TX
05.2025

Skills

  • Error Detection
  • Service support
  • Training Materials Development
  • Security Certification
  • Highly Professional
  • Technical documents comprehension
  • Performance Optimization
  • Issue Troubleshooting
  • Microsoft Outlook
  • Customer Service
  • Attention to Detail
  • Ticket management

Hobbies

I enjoy hiking and fitness as my hobbies because I believe that physical well-being helps to improve mental clarity and alertness, which in turn optimizes daily productivity. I volunteer with Taking it to the Streets, a non-profit organization that feeds homeless community members twice a month, as it is important to me to give back to the community and be an active member of our society.

Timeline

Technical Support Specialist

Office Ally
07.2019 - Current

Teacher's Assistant

Raising Phoenix Academy
01.2016 - 06.2019

Restaurant Manager

Toy's Tavern
01.2015 - 01.2016

Home Childcare Provider

Ascent Childcare
05.2013 - 01.2015

Sales Associate

UPS
01.2012 - 03.2013

Associate of Science - Technology Education

San Antonio College

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Shekinah Roscoe