Tequawn Harding
West Chester,OH
Summary
Over three years of Helpdesk / Desktop Support experience, using ticketing systems, inbound/outbound calls, as well as remote desktop connections to troubleshoot and assist clients. Customer service professional with over 10 years’ experience and over 8 years call center.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Engineering and Migration Support
Ge Aerospace
06.2025 - Current
- Update computer software and hardware add and remove programs Imaging/deployment methodologies.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Store Support Specialist. (Contract)
Speedway/RIS Management
10.2023 - 06.2024
- Train, evaluate and motivate Optic Team members
- Oversee support for all Speedway locations
- Manage Tank Integrity project assignment and completion
- Coordinate escalation of cases to internal and external partners for resolution
- Analyze team performance to ensure proper metrics are being met
- Coaching team members to improve metrics
- Review cases to ensure proper troubleshooting is completed or correct items has been ordered
- Timely communicates critical events to team leads and supervisors
- Collaborate with internal and external partners for proper processes and procedures
- Manage report in ServiceNow for part orders, personnel performance and queue management
Incident Manager (Contract)
Comcast
01.2022 - 02.2023
- Analyze and ticket events based on the alarms and/or automated system which includes knowledge of IVR and correlation.
- Coordinates with other roles, inside and outside the operation of (XOC) department also working with HFC on issues are suspected of working with multiple node issues at the headend and other related issues.
- Escalates outage events and/or impairments to the appropriate individuals and organizations.
- Track scheduled network maintenance activities in applicable tools and analyze the duration.
- Manages communications throughout the call for resolution opportunities with customer, field staff and internal staff as well.
- Review and track schedules maintenance for (planned or unplanned outages) maintains XOC dashboard using defined procedures so that each affected area receives notice as required.
Production Lead
Coca-Cola Consolidate
05.2020 - 11.2021
- Supervised 36 employees.
- In charge of all equipment/asset management
- Troubleshot laptops, skew scanners, copy machines, time tracking system, and any other additional production floor systems.
- Conducted yard checks and utilized SAP to find loads sent to our distributors and venders.
- Managed employee PTO/leave and communicated with other departments for coverage.
- Conducted monthly safety training for myself as well as my employees.
- Monitored emails for priority loads that needed to be loaded and shipped out.
- Input daily reports and updated systems, managed accident reports, and communicated to upper management.
Help Desk Specialist (Contract)
DC/TCS/NBC
10.2018 - 02.2020
- Client was NBC - Member support remote access for Windows, Mac computer install and admin rights.
- Handled 60-80 inbound calls per day.
- Helpdesk Support for Mobile devices: iPhone/ iPad and Android device
- Conducted software upgrades/updates.
- Worked with ServiceNow/SNOW Processing, Sorting and Assigning tickets through incidents.
- Correspondent emails, live chat, use of software such as DUO, RSA token for Security
- Monitored use of pulse and citrix systems java script adobe installer C++ application
- Monitored Microsoft azure and networking other software such as Cisco AnyConnect
- Global protect security systems cisco core security also cisco date center core.
Call Coordinator/ FE OPS Processor Quality Assurance T1
NSC Global
10.2017 - 07.2018
- Dispatched technicians to provide IT solutions for USA, Canada, England, India, and Japan
- Verified technicians’ arrival/ departure times to sites via on call company cell phone.
- Maintained a spreadsheet for confirmed hours worked and entered them in a timesheet/ payroll system.
- Sorted and assigned tickets through incidents, tasks, and shoulder taps.
- Verified jobs are accurately updated, resolved, and closed.
- Reported any discrepancies and ensuring all tasks are completed.
- Maintained ticket inventory.
Project Manager (Contract)
General Electric
01.2016 - 08.2016
- Vendor Management - maintained rosters of Contractors through tickets and emails worldwide
- Serviced over 60K employees across the globe (countries like England, Germany, Brazil and many more)
- Facilitated contingent workers to Fieldglass update email sponsor for Fieldglass to terminate, rehire or extend contingent workers contract, as well as realign under new Leadership.
Education
Bachelor of Science - Major IT Cybersecurity, Minor: Organizational Leadership
Wright State University
Fairborn, OH01.2021
Bachelor’s Degree - Business Programming Systems Analysis
Cincinnati State Technical Institution
10.2017
Skills
- Proficient in using software and hardware to manage remote systems
- Skilled in systems troubleshooting, installation and maintenance
- Proficient in using Microsoft Office
- Able to think swiftly on feet to resolve issues
- Excellent ability to handle tasks with accuracy and efficacy
- Excellent ability to communicate with various demographics of people
- Exceptional problem solving, critical thinking, and time management skills
- Incomparable detail orientation
- Admirable organizational skills
- Innovative, enthusiastic, confident, efficient, and dedicated team player
- Ability to learn new tasks quickly and adapt to changing environment
- Goal-oriented and dedicated to high levels of customer satisfaction
- Active Directory – Admin Rights, SAP Fieldglass Kronos systems
- Remote access Via Bomgar, Firewall and Firmware updates
- Cisco AnyConnect, Citrix, Pulse, Duo, RSA Token for security ServiceNow / SNOW Ticketing System / SQL Software Migrations, Imaging/deployment methodologies
- Time management
- Flexible and adaptable
- Multitasking
- Dependable and responsible
- Problem-solving
Timeline
Engineering and Migration Support
Ge Aerospace
06.2025 - Current
Store Support Specialist. (Contract)
Speedway/RIS Management
10.2023 - 06.2024
Incident Manager (Contract)
Comcast
01.2022 - 02.2023
Production Lead
Coca-Cola Consolidate
05.2020 - 11.2021
Help Desk Specialist (Contract)
DC/TCS/NBC
10.2018 - 02.2020
Call Coordinator/ FE OPS Processor Quality Assurance T1
NSC Global
10.2017 - 07.2018
Project Manager (Contract)
General Electric
01.2016 - 08.2016
Bachelor’s Degree - Business Programming Systems Analysis
Cincinnati State Technical Institution
Bachelor of Science - Major IT Cybersecurity, Minor: Organizational Leadership
Wright State University
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