TONISHA “TONI” MAPP
Atlanta,GA
Summary
Versatile Technical Support and Customer Service Professional with 6+ years of experience supporting government, healthcare, education, and corporate environments. Proven ability to troubleshoot complex issues, manage sensitive data, and deliver high-quality customer service.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Pharmacy Technician
Walmart
06.2024 - 05.2025
- - Assisted pharmacists with prescription processing and medication preparation
- - Maintained HIPAA compliance and accurate patient records
- - Provided customer service regarding prescriptions and refills
Desktop Support Technician (Contract)
Fulton County Board of Health / State of Georgia
11.2023 - 12.2023
- - Provided Tier 2 IT support for county staff
- - Installed and troubleshot hardware, software, and peripherals
- - Managed user access through Active Directory
Desktop Support Technician
Global Insight
03.2023 - 10.2023
- - Delivered desk-side and remote IT support
- - Used ticketing systems to resolve service requests
- - Configured workstations for new employees
Contact Representative
Internal Revenue Service (IRS)
08.2022 - 02.2023
- - Handled taxpayer inquiries via phone and correspondence
- - Resolved account issues related to refunds and notices
- - Maintained strict confidentiality standards
IT Support Engineer (Contract)
NCR Corporation — Contracted via eTeam Inc.
02.2021 - 02.2023
- - Provided technical support for systems and applications
- - Educated users on cybersecurity best practices
- - Resolved escalated technical issues
IT Field Support Technician (Contract)
Kennesaw State University — Contracted via Mindlance
02.2020 - 02.2021
- - Delivered on-site IT support
- - Installed and maintained computer systems
- - Resolved service requests efficiently
Education
Bachelor of Science - Computer and Information Sciences
Clayton State University
05.2023
Skills
Prescription processing
HIPAA compliance
Patient record management
Customer service
Tier 2 IT support
Hardware troubleshooting
Ticketing systems
Remote IT support
Technical issue resolution
Confidentiality standards
Certification
CompTIA Security+
Timeline
Pharmacy Technician
Walmart
06.2024 - 05.2025
Desktop Support Technician (Contract)
Fulton County Board of Health / State of Georgia
11.2023 - 12.2023
Desktop Support Technician
Global Insight
03.2023 - 10.2023
Contact Representative
Internal Revenue Service (IRS)
08.2022 - 02.2023
IT Support Engineer (Contract)
NCR Corporation — Contracted via eTeam Inc.
02.2021 - 02.2023
IT Field Support Technician (Contract)
Kennesaw State University — Contracted via Mindlance
02.2020 - 02.2021
Bachelor of Science - Computer and Information Sciences
Clayton State University