Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Stacy Estep-McManamay

Melbourne

Summary

Motivated technician experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.


Overview

5
5
years of professional experience
1
1
Certification

Work History

IT Services Support Technician

Percepta
07.2024 - Current
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Developed comprehensive documentation for support processes, enabling faster issue resolution for team members.
  • Provided exceptional customer service by addressing concerns promptly and professionally, resulting in increased customer satisfaction ratings.
  • Evaluated system logs to identify patterns of issues, recommending improvements to prevent recurring problems.
  • Implemented proactive measures to identify potential issues before they escalated, minimizing system disruptions.
  • Served as a key point of contact for end-users experiencing technical difficulties, providing clear communication throughout the resolution process.
  • Assisted users with software installation and configuration, ensuring optimal functionality across the organization.
  • Walked individuals through basic troubleshooting tasks.
  • Enhanced system performance by diagnosing and resolving hardware and software issues.
  • Explained technical information in clear terms to promote better understanding for non-technical users.

Desktop Support Technician

TTEC
07.2022 - 07.2024
  • Perform troubleshooting, maintenance, and repair of desktops, laptops, printers, and other hardware components.
  • Assist in setting up and maintaining network connections, ensuring secure and reliable access to company resources.
  • Improved end-user satisfaction by providing timely and efficient desktop support for software and hardware issues.
  • Assisted in the deployment of new hardware and software, ensuring minimal impact on end-users during transitions.
  • Learned and implemented new software testing procedures.
  • Optimized computer performance through regular system diagnostics, repairs, and upgrades as needed.
  • Increased productivity by setting up and configuring new workstations according to user needs.

Team Lead

TTEC
03.2022 - 07.2022
  • Diagnose and resolve hardware and software issues, ensuring minimal downtime for end-users.
  • Install, configure, and upgrade operating systems, software, and hardware peripherals.
  • Provide technical support to end-users via phone, email, and in-person, addressing inquiries and resolving problems promptly.
  • Collaborate with IT team members to maintain an organized inventory of IT assets and ensure efficient hardware deployment.
  • Create and maintain documentation for IT procedures, troubleshooting steps, and equipment inventory.
  • Assist in setting up and maintaining network connections, ensuring secure and reliable access to company resources.
  • Keep abreast of emerging IT trends and technologies to provide proactive solutions and enhance system performance.
  • Participate in after-hours and on-call support as required to address critical issues and maintain system uptime.

Trainer

TTEC
09.2020 - 03.2022
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Successfully trained and mentored new recruits in a fast-paced inbound calling center, contributing to improved customer satisfaction levels.
  • Designed and delivered training modules focusing on computer program navigation and active listening techniques for customer service representatives, leading to more efficient call handling.
  • Conducted comprehensive performance evaluations and provided constructive feedback to customer service representatives.

Customer Service Representative

TTEC
07.2020 - 09.2020
  • Efficiently managed customer inquiries and requests via phone, email, chat, and other virtual communication channels.
  • Assisted customers with account-related tasks, such as balance inquiries, transaction verification, and account maintenance.
  • Effectively resolved customer concerns and disputes, ensuring a positive customer experience and resolution.
  • Maintained a high level of accuracy in financial transactions and consistently met or exceeded service-level metrics.

Education

GED -

Adult Learning Center
Welch, WV
10.2004

Skills

  • Microsoft Azure
  • Microsoft Word
  • Microsoft Excel
  • Microsoft 365
  • ITIL
  • Microsoft Outlook
  • Microsoft PowerPoint
  • CSS
  • C
  • JavaScript
  • Python
  • SQL
  • Nodejs
  • GitHub
  • OWASP
  • BURP Suite
  • Linux
  • Technical support
  • Troubleshooting skills
  • Remote support
  • Repair skills
  • Security protocols
  • Network configuration
  • Backup management
  • Software updates
  • TCP/IP
  • Network diagnostics
  • Information protection
  • Incident tracking

Certification

  • Certified in Cybersecurity (CC), ISC2 - May, 2025 - May, 2028

Timeline

IT Services Support Technician

Percepta
07.2024 - Current

Desktop Support Technician

TTEC
07.2022 - 07.2024

Team Lead

TTEC
03.2022 - 07.2022

Trainer

TTEC
09.2020 - 03.2022

Customer Service Representative

TTEC
07.2020 - 09.2020

GED -

Adult Learning Center

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