Surayah Holt
BALTIMORE,Maryland
Summary
Detail-oriented and customer-focused IT Support Specialist with hands-on experience in desktop support, hardware deployment, troubleshooting, and technical ticketing systems. Pursuing a B.S. in Cybersecurity and Information Assurance at WGU. CompTIA A+ and Security+ certified. Passionate about solving end-user issues efficiently and enhancing system performance in enterprise environments.
Overview
7
7
years of professional experience
Work History
Warehouse Forklift Operator
Amazon
01.2025 - Current
- Received and scanned inbound inventory using handheld RF scanners
- Maintained stowing speed while meeting quality control standards
- Adapted to different warehouse roles and collaborated with robotics systems
Equipment Coordinator
Amazon
06.2021 - 08.2024
- Provided Tier 1 support for onsite staff, troubleshooting and resolving hardware/software issues
- Reimaged laptops and thin clients using PXE boot and imaging software
- Managed asset inventory, including tracking, deploying, and retiring devices
- Utilized ServiceNow for ticketing and escalation
- Configured Zebra printers, RF scanners, and mobile devices for frontline associates
- Supported onboarding/offboarding by preparing accounts and issuing tech kits
Customer Service Representative
BGE Home Products And Services
01.2018 - 08.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Warehouse Worker
Amazon
11.2022 - 08.2024
- Reduced order processing times with streamlined picking, packing, and shipping procedures.
- Managed incoming shipments effectively by inspecting goods for quality control purposes before storing them appropriately.
- Participated in continuous improvement initiatives to streamline workflows and optimize productivity levels.
- Promoted a positive work environment by actively participating in team-building activities and taking initiative in group projects.
- Reduced order processing times with meticulous attention to order picking and packaging.
Education
Bachelor of Science - Computer And Information Sciences
Western Governors University
Salt Lake City, UT11-2025
No Degree - IT Support
Year Up Baltimore
Baltimore, MD01-2019
Skills
- OS Support: Windows 10/11, Linux, Thin Clients
- Hardware: Laptops, Desktops, Printers, Scanners, Mobile Devices
- Support Tools: ServiceNow, Jira, Remote Desktop, Active Directory
- Networking: TCP/IP, DNS, DHCP, Basic Routing
- Software: Microsoft 365, Teams, Outlook, Imaging Tools
- Deployment: Imaging, Reimaging, BIOS Config, PXE Boot
- Security: Endpoint Protection, MFA, Password Resets, BitLocker
- Other Tools: RF Scanners, Zebra Printers, Asset Management
Timeline
Warehouse Forklift Operator
Amazon
01.2025 - Current
Warehouse Worker
Amazon
11.2022 - 08.2024
Equipment Coordinator
Amazon
06.2021 - 08.2024
Customer Service Representative
BGE Home Products And Services
01.2018 - 08.2021
Bachelor of Science - Computer And Information Sciences
Western Governors University
No Degree - IT Support
Year Up Baltimore
Similar Profiles
Janet De La CerdaJanet De La Cerda
Sr. Staffing Coordinator at AmazonSr. Staffing Coordinator at Amazon
Teakesha GloverTeakesha Glover
Process Guide at AmazonProcess Guide at Amazon
Emmanuel HilaireEmmanuel Hilaire
Delivery Truck Driver at AmazonDelivery Truck Driver at Amazon
Flora DoughFlora Dough
FC Associate at AmazonFC Associate at Amazon
Kelecia FaceyKelecia Facey
HQ Design at NAHQ Design at NA