Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
References
Timeline
Generic

Theresa Broughton

Barbourville,KY

Summary

Adept IT Service Specialist with a proven track record at General Dynamics, excelling in ServiceNow and CX One. Demonstrated leadership in technical support and mentoring, enhancing customer success and team performance. Skilled in hardware maintenance and active listening, I consistently lead teams to exceed expectations with a keen focus on incident response and customer service excellence.

I have lead numerous activities for our youth Group at church, which included a Choir group as well as plays. Wrote our Christmas pageant play as well.

I am a strong leader who has a passion for success and eagerness for others to excel in everything they do.

I am able to adapt to any situation and confirm a resolution.

I have a desire to see others succeed.

Results-driven IT Service Specialist known for productivity and efficient task completion. Specialize in network troubleshooting, software configuration, and cybersecurity measures. Excel in communication, problem-solving, and adaptability, ensuring seamless IT operations and user support. Seasoned IT Service Specialist with comprehensive knowledge in managing and troubleshooting IT services. Standout capabilities include identifying technical issues, providing timely solutions, and ensuring optimal system performance. Known for enhancing operational efficiency through strategic planning and effective team collaboration. Demonstrated record of impact in past roles includes improved system functionality and user satisfaction.

Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.

Overview

10
10
years of professional experience

Work History

IT Service Specialist

General Dynamics
Barbourville, KY
11.2024 - Current
  • Monitored, maintained and troubleshooted IT service requests from customers.
  • Provided technical support to end users via telephone, email or remote access.
  • Analyzed user requirements and designed solutions to meet customer needs.
  • Configured and installed hardware, software and network systems in accordance with company standards.
  • Team Lead for employees who were in need of assistance.
  • I have supported the VA since 2020.
  • Assisted with numerous mentoring sessions with employees needing assistance.
  • Excel in ServiceNow, as well as CX One.
  • Willingness and eagerness to see everyone exceed.

Staffing Specialist

Nesco Resource Center
London, KY
11.2014 - 07.2020
  • Developed and implemented recruitment strategies to attract qualified job applicants.
  • Organized, coordinated, and monitored staffing activities to ensure compliance with established policies and procedures.
  • Conducted interviews with potential employees to assess qualifications, skills, and experience.
  • Reviewed resumes and applications to determine if candidates met the required criteria for open positions.
  • Lead Recruiter and had top recruiting each term.
  • Overseer for two companies.
  • Maintained data for each employee with attendance and performance reviews.
  • Lead orientation classes for our companies.
  • Excellent in Word and Excel spreadsheets, which was our main data tracking process.
  • Completed feedback for each employee.
  • Willingness to assist every employee who was hired through me.

Internal Support Group

General Dynamics
Corbin, KY
09.2014 - 11.2016
  • Provided emotional support to participants of the group.
  • Facilitated weekly meetings and kept track of attendance.
  • Created an environment that was safe and supportive for members to share their experiences.
  • Encouraged participation in discussions, activities, and exercises.
  • Assisted employee with computer issues and access issues.
  • Mentored agents.
  • Assisted in numerous training classes due to knowing the full details of the position.
  • Achieved serval KUDOS

Education

GED -

High School Equivalency Diploma
Frankfort, KY
10-2021

Skills

  • Hardware maintenance
  • IT security management
  • Disaster recovery planning
  • Network administration
  • Patch management
  • Application support
  • Incident response
  • Software installation
  • System configuration
  • Telecommunications
  • Service support
  • Desktop support
  • Call recordkeeping
  • Videoconferencing
  • Ticket management
  • Call center operations
  • Issue troubleshooting
  • Software diagnosis
  • Network diagnostics
  • Hardware diagnostics
  • Remote support
  • Decision-making
  • Microsoft outlook
  • Operating systems
  • Network configuration
  • System diagnostics
  • Customer success management
  • Product knowledge
  • Technical documents comprehension
  • Microsoft office specialist (MOS) expert
  • Needs assessment
  • Windows 10
  • Product troubleshooting
  • Appointment scheduling
  • User support
  • Technical support
  • Product training
  • Incident tracking
  • Script adherence
  • Security protocols
  • Active listening
  • Complaint resolution
  • Hardware and peripherals
  • Ticket support system management
  • Hardware troubleshooting
  • Analytical thinking
  • Account updating
  • Systems analysis
  • Data recovery
  • Customer service expert

Affiliations

  • I enjoy seeing others excel in every aspect of life.
  • My goal in life is to give 110% in all that I do.
  • I am a country Girl who loves outdoors.

Working with others to be all that they can be.

Accomplishments

  • I have received an for being the best Recruiter at Nesco Resource.
  • I have been honored to assist in numerous Training classes due to being great at my position at GDIT.
  • I have completed several Lead duties to assis Co workers in their job.
  • I have written two children's books and had them published.

I have had the honor of leading children's choir at Church as well as conducting plays for our Youth Group.

I have had the opportunity to Maintain records for employees who I placed at different jobs and kept records for their Job accomplishments and attendance tracking.

I have an excellent knowledge of CX One as well as Service Now.

References

References available upon request.

Timeline

IT Service Specialist

General Dynamics
11.2024 - Current

Staffing Specialist

Nesco Resource Center
11.2014 - 07.2020

Internal Support Group

General Dynamics
09.2014 - 11.2016

GED -

High School Equivalency Diploma

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Theresa Broughton