Sierra Hardeman
McKinney
Summary
Experienced IT Support Analyst / Team Lead with expertise in technical onboarding, ticket management (EasyVista, ServiceNow), workstation setup, and enterprise application support. Skilled in team supervision, workflow optimization, and cross-functional collaboration to ensure efficient, high-quality IT operations.
Overview
8
8
years of professional experience
Work History
IT Support Analyst / Team Lead
Crawford and Company
09.2021 - Current
- Supervised and trained a team of technical support specialists, assigning tasks, monitoring performance, and providing coaching to ensure timely and accurate completion of onboarding and deployment workflows.
- Managed, tracked, and resolved IT support tickets using EasyVista and ServiceNow, prioritizing issues, escalating complex problems, and maintaining SLA compliance
- Provided hands-on technical support, including system setup, troubleshooting, and re-imaging Windows workstations, ensuring proper configuration for end-users.
- Configured and maintained user accounts, credentials, and multi-factor authentication, while provisioning enterprise applications
- Maintained and audited hardware/software inventory, tracked licenses, and coordinated equipment deployment for desk and field staff.
- Created and updated knowledge base documentation, escalation paths, and standard operating procedures to streamline workflows and improve team efficiency.
- Partnered with cross-functional teams (Access, Tech, Management, and Client) to ensure seamless onboarding, deployment, and technical support during high-volume operations.
DUA Remote Customer Service Agent (contract)
F.H. Cann
05.2021 - 09.2021
- Reviewed and verified claimant information to ensure accuracy, compliance with state/federal guidelines, and fraud prevention.
- Assisted claimants with unemployment insurance applications, eligibility requirements, and benefits processing.
- Guided clients through online systems, account setup, and troubleshooting access or documentation issues.
- Educated clients on account services and resolved client inquiries regarding
statement information and account balances.
Assistant Manager
Bath and Body Works
05.2017 - 06.2020
- Completed store opening and closing procedures.
- Improved customer service by projecting friendly and knowledgeable attitude.
- Processed cash, credit, debit, and check payments.
- Trained and mentored new employees.
- Offered hands-on assistance to customers, assessing needs, and maintaining
current knowledge of consumer preferences. - Directed daily store operations including scheduling, inventory control, visual merchandising, and customer experience.
Education
Bachelor of Arts -
University of North Texas
Denton, TX05-2020
Bachelor of Science -
University of North Texas
Denton, TX05-2020
Skills
- User Access & MFA Setup
- Enterprise Apps
- License & Inventory Management
- Workstation Imaging
- Cross-Functional Collaboration
- Teamwork and collaboration
Timeline
IT Support Analyst / Team Lead
Crawford and Company
09.2021 - Current
DUA Remote Customer Service Agent (contract)
F.H. Cann
05.2021 - 09.2021
Assistant Manager
Bath and Body Works
05.2017 - 06.2020
Bachelor of Arts -
University of North Texas
Bachelor of Science -
University of North Texas
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