Shetarra Dantzler
Huntsville
Summary
Resourceful professional in technology support, known for high productivity and efficient task completion. Possess specialized skills in troubleshooting, software installation, and network configuration. Excel at communication, problem-solving, and adaptability, ensuring seamless tech support experiences.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Specialist/class 3 pcb repair
High sec Labs
Madison
02.2024 - Current
- Assisted customer in understanding products, components and systems using technical demonstration.
- Participated in training to maintain technical expertise and proficiency on applicable equipment.
- Installed new components or replaced defective parts to restore functionality.
- Reviewed existing processes for providing technical support to determine areas that need improvement.
- Provided technical support to customers via phone, email, and online chat.
- Reported any recurring technical issues to management for further investigation and resolution.
- Diagnosed hardware and software issues on various platforms such as Windows, Mac OS X and Linux operating systems.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Maintained positive working relationship with fellow staff and management.
- Collected, analyzed and reported on data for use in operational planning.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Completed routine maintenance and repair.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Worked effectively in team environments to make the workplace more productive.
- Operated a variety of machinery and tools safely and efficiently.
- Completed day-to-day duties accurately and efficiently.
- Assisted in the installation of new hardware and software components.
- Supported customers with online billing, access, and account issues.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Monitored performance and maintained systems according to requirements.
- Analyzed system logs to detect potential issues with computer systems.
- Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
- Managed user accounts including passwords resets, account creation and deletion.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Guided customers through step-by-step solutions in a clear and concise manner.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Supported remote desktop connections for users requiring assistance offsite.
Level 3 Engineer & It Support
Honeywell Aerospace
Norcross
04.2021 - 11.2023
- Infrastructure
- Problem Solving
- Strategic Thinking
- Data Security
- Scripting
- Disaster Recovery
- Network Defense Fundamentals
- Intrusion Detection and Prevention
- Asset Protection
- Governance
- Information Literacy
- Decision Making
- Innovation
- Help Desk Support
- Hardware and Software Repair
- Computer Diagnostics
- 8 years of cca fabrication and assembly
- I.T technical support
- Repaired electronic equipment and point-of-sale terminal components via soldering and other detailed assembly processes
- Cleaned and inspected parts and assemblies at each production stage and documented production defects
- Improved work productivity by operating power grinders, files, wire brushes, chemical solutions, and cleaning compounds
- Prepared workpiece edges by grinding, cutting, buffing, or bending to verify snug fit
- Completed production reports and work orders and submitted them to management for review to maintain open and transparent operations
- Reviewed blueprints and diagrams to determine job specifications, plan production activities, and organize proper supplies
- Adhered to inventory management practices and documented transfers when retrieving components and materials for each task
- Reported non-conforming materials to management and worked with supervisors to correct production issues
- Inspected finished and in-process products to verify quality, assign grades and remove defective products
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
- Analyzed and interpreted complex electrical and mechanical systems
- Produced work using appropriate welding techniques, metallurgy knowledge and engineering requirements
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings
- Assisted staff with resolving complex customer issues and implementing targeted solutions
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment
- Set clear expectations and helped employees pursue optimal paths for achieving each target
- Evaluated employee job performance and motivated staff to improve productivity
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes
- Monitored phone calls to provide feedback and coaching
- Maintained knowledge of company products and services to promptly resolve complaints and concerns
- Delivered continuous training to associates to maximize performance and customer relations skills
- Uphold quality control policies and procedures to increase customer satisfaction
- Evaluated and authenticated returns, exchanges and voids
- Led team engagement to assist cross-functional departments and achieve goals
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction
- Conducted training and offered staff development opportunities to decrease process lags
- Relayed customer feedback to cross-functional teams to improve products and services
- Conducted research and reviewed findings to solve customer issues
- Explained benefits, features and recommendations to maximize client retention
- Organized client contracts, records and reports to strengthen traceability
- Rolled out operational improvements and solutions to deliver top-notch customer service
- Guided employees through automated self-service platform for real-time attendance tracking and queries
- Assisted with planning, organizing and coordinating company events
- Posted job announcements and pre-screened applicants to candidates for available positions
- Assisted customer in understanding products, components and systems using technical demonstration.
Technical Support
Arlean's Creations
Huntsville
03.2019 - 03.2021
- Collaborated with teams to solve technical customer problems across product suites.
- Asked customers targeted questions to diagnose problems and provided timely solutions.
- Conducted workflow analysis, space design or cost comparison analysis.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Collected, analyzed and reported on data for use in operational planning.
- Led cross-functional team projects to improve system efficiency and reduce downtime.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
- Diagnosed and resolved complex technical issues to ensure optimal system functionality.
- Created user accounts in Active Directory while maintaining proper security protocols.
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained positive working relationship with fellow staff and management.
- Managed ticketing system to track, prioritize, and resolve customer support requests.
- Evaluated software or hardware to recommend improvements or upgrades.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Oversaw daily performance of computer systems.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
Human Resources/Technical Support Engineer
Private Health Care
Huntsville
02.2019 - 03.2021
- Assisted candidates with application processes by answering questions about application, performing background checks, providing 1-9 forms and handling drug screening paperwork
- Developed and maintained training materials and benefits packets for new hires
- Organized and attended hiring events and participated in job fairs to network with potential candidates
- Created, organized and maintained employee personnel files to keep sensitive data secure
- Initialized background checks for potential new hires
- Conducted employment verification and background investigation to facilitate hiring process
- Consulted with internal clients to evaluate labor trends and competitor talent insights for pointed candidate selection
- Reviewed and processed payroll-related actions to drive data accuracy and comply with company policy and federal and state regulations
- Guided new hires through orientation and onboarding and explained documentation requirements to facilitate HR process
- Worked with HR department to devise and update policies as needed for corporate accountability and workplace health
- Created and maintained internal job descriptions and postings to accurately reflect roles
- Partnered with HR on creative strategies for talent acquisition processes and procedures while researching market trends
- Scheduled appointments, meetings and conferences with employees to discuss and mitigate personnel issues
- Answered questions regarding salaries, benefits and other pertinent information
- Processed paperwork related to grievances, performance evaluations, classifications and employee leaves of absence
- Gathered personnel records from other departments or employees
- Coordinated training schedules and filed crucial administrative paperwork
- Provided technical support for healthcare software systems and applications.
- Troubleshot and resolved user issues via phone and email communications.
- Educated staff on software functionalities and best practices for use.
- Monitored system performance to identify potential issues proactively.
- Assisted in training new technical support staff on operational procedures.
- Provided remote assistance to end-users when needed.
- Resolved complex technical problems through root cause analysis techniques.
- Updated software versions with patches and new installations to close security loopholes and protect users.
Soldering Technician/Quality Inspector
Sanmina
Huntsville
08.2017 - 01.2019
- Operated soldering iron stations
- Performed quality checks on products and parts
- Reviewed work orders and blueprints to ensure work is performed according to specifications
- Completed production reports to communicate team production level to management
- Maintained production equipment and machinery
- Read blueprints, work orders, or production schedules to determine product or job instructions or specifications
- Laid out, fit, or connected parts to be bonded, calculating production measurements as necessary
- Followed 5's standards
- Inspected equipment on a regular basis in order to ensure proper functioning
- Collaborated with other workers in order to locate and correct malfunctions
- Maintained computer and manual records pertaining to facilities and equipment
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Entered customer interaction details & track requests, document problems and record solutions offered
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Maintained clean personal appearance
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Informed customers about special promotions and provided detailed information for various products
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution
Education
Bachelor of Science - Business Management
University of Phoenix
Tempe, AZ 08.2025 - 07.2025
Associate of Science - Cybersecurity
University of Phoenix
Tempe, AZ05-2024
Skills
- Software diagnosis
- Flexible and adaptable
- Computer skills
- Desktop support
- Customer complaint resolution
- IT diagnostics
- Presentation skills
- Certified IPC Specialist
- Typing
- Employee Engagement
- Problem solving
- Attention to Detail
- Online chat support
- Component Replacement
- Active Directory
- Debugging
- IT risk management
- live chat
- Quality assurance
- Troubleshooting
- Configuration management
- Conflict resolution
- Statistical Data Analysis
- Hiring and onboarding
- Written communication
- Risk Management
- software troubleshooting
- It supports
- Windows
- Customer service
- Help desk
- Computer hardware
- Job orders
- Exceptional Microsoft Excel skills
- communication skills
- Client services
- Mobile security
- Firewall management
- Cloud security
- Application security
- Malware analysis
- Network security
- Physical security
- Information assurance
- Basic cybersecurity
- Cybersecurity fundamentals
- Cybersecurity principles
- Precision soldering
- Hot air rework
- Desoldering techniques
- ESD safety procedures
- Flux application
- Through-hole soldering
- Soldering iron maintenance
- Lead-free soldering
- Component identification
- Solder wick usage
- Wire splicing
- Schematic interpretation
- Solder joint inspection
- IPC certification
- Hand soldering techniques
- Surface mount technology
- Electronic assembly
- PCB cleaning
- Quality inspection
- Specification conformance
- Torch selection
- Defect rework
Certification
Certified IPC Specialist, 05/16/25 good till 5/2027 Having successfully completed the Application Specialist course of study on IPC J-STD-001 Requirements for Soldered Electrical and Electronic Assemblies.
Also space applications electronic hardware addendum to IPC J-STD-001
5/2025-5/2027
Timeline
Bachelor of Science - Business Management
University of Phoenix
08.2025 - 07.2025
IT Specialist/class 3 pcb repair
High sec Labs
02.2024 - Current
Level 3 Engineer & It Support
Honeywell Aerospace
04.2021 - 11.2023
Technical Support
Arlean's Creations
03.2019 - 03.2021
Human Resources/Technical Support Engineer
Private Health Care
02.2019 - 03.2021
Soldering Technician/Quality Inspector
Sanmina
08.2017 - 01.2019
Associate of Science - Cybersecurity
University of Phoenix