Tyrel Norton
Milwaukee
Overview
8
8
years of professional experience
1
1
Certification
Work History
Tier 2 Technical Support Representative
AT&T
11.2024 - Current
- Increased first-call resolution rates, implementing thorough diagnostic methods and tools.
- Achieved high levels of customer satisfaction through empathetic listening and timely follow-ups on escalated cases.
- Collaborated with product development teams to report bugs and suggest improvements based on client feedback.
- Streamlined support processes by collaborating closely with cross-functional teams and stakeholders.
IT Helpdesk Analyst
Robertson Ryan & Associates
02.2021 - 08.2024
- Provide tech support for all end users (OS, Software applications, hardware, networks, and all peripheral devices)
- Configure and manage all end user accounts in: Intune, Active Directory, MS Office 365 and Robertson Ryan native applications
- Monitor security compliance using Intune & Carbon Black
- Setup end users workstations at our various location
- Order all technological devices (printers, laptops, cables, web cameras, headsets, docking stations etc.)
Digital Support Specialist
Harley-davidson
08.2019 - 12.2020
- Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
- Created user accounts and assigned permissions in Harley Davidson mobile application and web console.
- Create & design technical documents that's used to address future issues
- Help create & test dev enhancements using beta trials internally
Data Center Technician
Kohls Corp
02.2017 - 02.2018
- Moved and installed shelves, power strips, rails, servers, switches and other equipment.
- Installed and managed structured cabling infrastructure.
- Collaborated with team members to improve overall service delivery, resulting in increased client satisfaction ratings.
- Accepted tasks and documented status using ticketing system, time reports and email.
Education
Technical Diploma - Information Technology
Kaplan College
Milwaukee, WI04.2013
Skills
- Customer Service Support
- Intune
- Active Directory
- MS Office 365
- Stack and Rack
- Attention to detail
- Cable installation
- Experience with shipping materials and asset management
Certification
- Google Cybersecurity Professional Certificate
Additional Information
Currently studying for CCST & CCNA (exam date May 2025)
Timeline
Tier 2 Technical Support Representative
AT&T
11.2024 - Current
IT Helpdesk Analyst
Robertson Ryan & Associates
02.2021 - 08.2024
Digital Support Specialist
Harley-davidson
08.2019 - 12.2020
Data Center Technician
Kohls Corp
02.2017 - 02.2018
Technical Diploma - Information Technology
Kaplan College
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