Taylor Herring
Phenix City,AL
Summary
Qualified Advanced Technical Support Specialist with strong analytical and troubleshooting skills. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
1
1
year of professional experience
Work History
Technical Support Specialist II
TSYS | Total Systems
08.2023 - Current
- Responds to complex technical issues surrounding desktop/laptop hardware and software
- Assists with projects by completing assigned tasks to ensure deadlines are met
- Tests new software and hardware prior to deployment
- Explains security measures in simple terminology to help users understand malware and phishing threats
- Translates complex technical issues into digestible language for non-technical users
- Uses ticketing systems to manage and process support actions and requests
- Documents support interactions for future reference
- Serves as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed
- Train new hires on technical support procedures, contributing to overall team success and performance improvement
Operations Analyst
TSYS | Total Systems
10.2022 - 08.2023
- Monitored the performance of systems, applications, and network infrastructure
- Responsible for facilitating and/or supporting production changes
- Responsible for leading and facilitating meetings during active incidents with focus on service restoration, while providing updates and regular communication to internal customers
- Identified inefficiencies in current systems, recommending adjustments that resulted in increased productivity levels
- Responsible for ticket creation escalation to support teams when critical issues required technical engagement
Education
Bachelor of Science - Information Technology
Columbus State University
Columbus, GA12.2020
Skills
- System Provisioning
- Customer Support
- Incident Management
- Technical Support
- Windows 10
- Mac Systems
- Active Directory
- Microsoft Office
- Google Workspace
- VMWare
Timeline
Technical Support Specialist II
TSYS | Total Systems
08.2023 - Current
Operations Analyst
TSYS | Total Systems
10.2022 - 08.2023
Bachelor of Science - Information Technology
Columbus State University
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