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SHIRELL ALDRIDGE
Technical Support
Lumberton,NC
Summary
IT Support & Cybersecurity Technician returning to the workforce with refreshed, hands-on experience in web app development, troubleshooting, and security fundamentals. Recently completed multiple JavaScript-based applications, including a learning app and a calculator app, alongside cybersecurity labs focused on vulnerability scanning, SIEM log analysis, and network fundamentals. Brings 5+ years of Tier I/II support experience, strong customer service, and a growing foundation in modern tools such as Azure AD, Office 365, and PowerShell. Actively pursuing CompTIA A+ and a B.S. in Cybersecurity.
Skills
- IT Support & Systems — Tier I/II Support, Desktop Support, Remote Troubleshooting, Ticket Management
- Tools & Platforms — Active Directory, Azure AD, Office 365 Admin, Intune, ServiceNow, Jira
- Remote Support — DameWare, UltraVNC, NetOp, Terminal Server
- Security & Cyber — SIEM Log Analysis, Vulnerability Scanning (Nmap), Basic Encryption, Access Management
- Networking — TCP/IP, DNS, LAN/WAN, Network Diagnostics
- Scripting & Development — JavaScript, Python (beginner), PowerShell
- Software & Utilities — Microsoft Office, ZENworks, Trend Micro, Symantec Ghost
Overview
10
10
years of professional experience
Work History
Tier II Quality Assurance Manager
Goldschmitt & Associates LLC
11.2023 - 05.2025
- Conducted regular progress updates to ensure adherence to established protocols, maintaining consistency across the organization.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Tier 2 QA Manager/Technical Support Specialist
LeapPoint
10.2022 - 11.2023
- Mentored less experienced team members to improve customer responses and work towards quick and accurate resolutions.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Implemented new quality assurance and customer service standards.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Provided high-level technical support by resolving inquiries by phone, e-mail and Microsoft Teams consistent with department and team service levels and goals.
QA/QC Agent - PPP Team Lead
LeapPoint
12.2021 - 10.2022
- Monitored staff organization and suggested improvements to daily functionality.
- Evaluated interactions between Agents and Callers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Oversee a team of 30 or more agents focused on loan-based customer service calls.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
FTA Customer Contact Center Lead
LeapPoint
10.2021 - 12.2021
- Assisted in Co-Managing FTA Call Center when primary Manager was unavailable.
- Kept high average of performance evaluations by implementing a Quality Assurance program.
- Monitored front areas so that questions could be promptly addressed.
- Participated in brainstorming sessions, providing feedback, and executing new tactics to improve agent performance.
- Communicated frequently and openly to motivate team members and drive goal achievement.
Customer Service Representative
LeapPoint
01.2021 - 10.2021
- Provided primary customer support to internal and external customers in fast-paced environment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about the projects latest updates and changes.
Operator/Scheduler
ENTAA Care A Member Of John's Hopkins Regional
03.2015 - 12.2020
- Effectively managed a high-volume of inbound and outbound customer calls.
- Addressed and resolved customer complaints empathetically and professionally.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
- Scanned medical records in digital format for easy retrieval and accessibility.
Education
Bachelor - Cyber Security
Southern New Hampshire University
Hooksett, NHHigh School Diploma -
Patapsco High School & Center For Arts
Baltimore, MD06-2005
Timeline
Tier II Quality Assurance Manager
Goldschmitt & Associates LLC
11.2023 - 05.2025
Tier 2 QA Manager/Technical Support Specialist
LeapPoint
10.2022 - 11.2023
QA/QC Agent - PPP Team Lead
LeapPoint
12.2021 - 10.2022
FTA Customer Contact Center Lead
LeapPoint
10.2021 - 12.2021
Customer Service Representative
LeapPoint
01.2021 - 10.2021
Operator/Scheduler
ENTAA Care A Member Of John's Hopkins Regional
03.2015 - 12.2020
Bachelor - Cyber Security
Southern New Hampshire University
High School Diploma -
Patapsco High School & Center For Arts