Taylor Herring
Phenix City,AL
Summary
Advanced Endpoint Support Analyst with over 3 years of experience in technical support and analysis with a proven track record of providing technical assistance and support to end-users. Skilled in diagnosing and resolving hardware, software, and network issues in an efficient manner. Proficient in using a variety of tools to troubleshoot and resolve technical problems. Strong communication and customer service skills, with a focus on delivering exceptional support to ensure minimal downtime and maximum productivity. Adept at collaborating with cross-functional teams to implement solutions and improve overall IT operations.
Overview
4
4
years of professional experience
Work History
Endpoint Support Analyst
Auburn University College of Veterinary Medicine
Auburn, AL
01.2025 - Current
- Provide consultative and technical support services to end users to ensure timely problem resolution, system/data access, and optimal system performance.
- Provide support for desktop, mobile computing, and client/server technology.
- Evaluate software packages and recommend the best application for the intended purpose
- Assists with the deployment of new applications, resources, and tools.
- Monitor support tickets using ServiceNow
Technical Support Specialist II
Global Payments
Columbus, GA
08.2023 - 01.2025
- Provide advanced technical support for software and hardware issues
- Collaborate with engineering and product teams to diagnose and troubleshoot problems, ensuring timely resolution and customer satisfaction
- Create and maintain comprehensive documentation for troubleshooting procedures and technical support workflows, improving team efficiency
- Train and mentor junior support staff, enhancing team performance and customer service quality through knowledge sharing
Network Operations (NOC) Analyst
Global Payments
Columbus, GA
10.2022 - 08.2023
- Assisted in monitoring network traffic, address performance issues, and escalate critical issues
- Responsible for leading and facilitating meetings during active incidents with a focus on service restoration
- Streamlined ticket creating through Jira ensuring critical issues receive prompt technical engagement and resolution
- Proposed and implemented system adjustments resulting in notable productivity improvements
- Provided 24x7 support
Technical Support Specialist I
Global Payments
Columbus, GA
02.2021 - 10.2022
- Resolved complex technical issues surrounding hardware and software
- Explain security measures in simple terminology to help users understand malware and phishing threats
- Simplified complex technical concepts for non-technical users
- Monitor support tickets using Service Manager, Jira, IBM Control Desk to effectively manage support requests
Education
Bachelor of Science - Information Technology
Columbus State University
Columbus, GA12-2020
Skills
- Application Support
- User account management
- Incident management
- Support ticketing systems
- Customer engagement
- Documentation and reporting
Timeline
Endpoint Support Analyst
Auburn University College of Veterinary Medicine
01.2025 - Current
Technical Support Specialist II
Global Payments
08.2023 - 01.2025
Network Operations (NOC) Analyst
Global Payments
10.2022 - 08.2023
Technical Support Specialist I
Global Payments
02.2021 - 10.2022
Bachelor of Science - Information Technology
Columbus State University