TENAH PHILLIPS
Aetna, a CVS Health Company
New Baltimore,MI
1
Certification
6
years of professional experience
Detail-oriented IT Support and Security professional with 5 years of experience in high-volume technical environments. Expertise includes Microsoft Windows, Microsoft 365, troubleshooting, cybersecurity, networking, and cloud computing. Proven ability in resolving technical issues, ensuring secure user access, and maintaining accurate documentation. CompTIA CySA+ certified with a Bachelor’s degree in Computer Science Engineering, providing a solid foundation in IT and cybersecurity operations.
Work History
IT Support Specialist
6 Months- Delivered remote IT and technical support across core areas, including Microsoft systems, software applications, account access, login issues, and web applications, ensuring user satisfaction.
- Troubleshoot software, connectivity, user-access, and basic system issues while guiding users through clear technical resolutions.
- Documented and resolved technical issues through structured troubleshooting, problem solving, and escalation, enhancing overall customer support experience.
- Facilitated software maintenance, system navigation, data accuracy, and user access while ensuring security compliance throughout technical workflows.
Technical Support Specialist
8 Months- Managed technical escalations, documented issues, and coordinated resolutions to enhance user experience in a fast-paced remote support environment.
- Supported core technical functions in system navigation, application troubleshooting, software support, and escalation resolution to ensure seamless user operations.
- Diagnosed software functionality and system issues, performed basic maintenance, and resolved user problems through structured troubleshooting.
- Provided remote technical support across Microsoft-based systems, software applications, computer tools, and user workflows.
IT Support Specialist
2 Years 11 Months- Delivered Level 3 IT support for nearly 3 years, troubleshooting Windows, Outlook, Teams, Microsoft Office, web applications, account access, and login issues.
- Diagnosed software, connectivity, authentication, and access-related problems while guiding users through step-by-step technical resolutions.
- Performed software maintenance and documented technical incidents and resolutions, escalating complex problems for timely resolution.
- Maintained system accuracy and protected user information, ensuring compliance with established technical support processes for secure technology operations.
Information Technology Specialist
11 Months- Supported Microsoft Windows and Microsoft 365 environments for 5 major applications, enhancing user experience in Outlook, Word, Excel, Teams, and SharePoint.
- Troubleshot hardware, software, connectivity, system, and user-access issues, delivering effective remote technical support to minimize downtime.
- Applied structured troubleshooting, case documentation, escalation, and user communication practices throughout the support lifecycle.
- Maintained accurate system information and documentation, facilitating efficient resolution of technical concerns while acquiring knowledge of new applications.
Education
Bachelor’s Degree - Computer Science Engineering
Skills
IT Support | Technical Support | Remote Support | Windows | Microsoft 365 | Outlook | Teams | SharePoint | Hardware support | Software support | Network troubleshooting | User access management | Access Troubleshooting | Web support | Ticketing Systems | Incident reporting | Issue resolution | System Navigation
User Data Protection | Network Troubleshooting | Cloud Support | Database management | Scripting Basics | Web App Support | Reporting Tools | Application Support | Microsoft Products | Slack | Ticketing Systems
Software Maintenance | Customer Interaction | Microsoft Excel | Microsoft Word
Operating system support
Remote support
IT asset management
User training
Help desk support
Cross-Platform Support
Certification
CompTIA CySA+
Timeline
IT Support Specialist
Aetna, a CVS Health Company
04.2026 - CurrentRead More
Technical Support Specialist
TTEC
08.2025 - 04.2026Read More
Information Technology Specialist
Conduent
09.2024 - 08.2025Read More
IT Support Specialist
Amazon
09.2020 - 08.2023Read More
Wayne State University
Bachelor’s Degree from Computer Science Engineering
Read More