Tyrone Alexander
Fayetteville,GA
Summary
Dedicated Solutions Center Analyst with extensive experience in remote, online, and walk-up technical support. Proficient in CRM systems, ticketing processes, and escalation protocols. Strong communication and troubleshooting skills.
Overview
6
6
years of professional experience
Work History
Chick-fil-A Tier 2 Help Desk Agent
Chick-fil-A
11.2023 - 03.2024
- Addressed desktop issues, provided level 2 support, and resolved PC-related issues
- Managed employee offboarding plans and conducted interviews for Early Retirees
- Used ticketing systems to manage and process support actions and requests.
- Provided basic end-user troubleshooting and desktop support.
Delta Airlines Field Engineer
Delta Airlines
05.2022 - 05.2023
- Executed computer upgrades and maintenance for optimal system performance
- Facilitated computer work area setup for new hires and collaborated to enhance operational processes.
- Delivered high-quality field services, ensuring all projects were completed on time and within budget constraints.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem solving.
Randstad USA IT Account Administrator
Randstad USA
02.2022 - 05.2022
- Oversaw user accounts creation and access control management
- Managed data backup/archiving activities and assigned Google Suite tools to new hires.
- Managed multiple high-profile accounts simultaneously, maintaining high level of attention to detail and organization.
Cricket Tier 1 Retail Support Help Desk Analyst
Cricket
03.2020 - 02.2022
- Provided technical support for phone number porting and resolved hardware/software issues remotely.
- Maintained detailed documentation of all help desk interactions for future reference and analysis.
- Logged support tickets and closed when issues were resolved.
- Provided basic end-user troubleshooting and desktop support.
- Assisted in training new help desk staff, sharing best practices and technical knowledge for improved service quality.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Served as a subject matter expert on specific applications or systems, sharing knowledge and insights to improve overall team performance.
Diversified Tier 1 Agent
Diversified
11.2018 - 03.2020
- Diagnosed system issues, maintained ticketing systems, and conducted ticket audits for meetings.
- Streamlined communication between customers and technical teams for timely issue resolution.
- Managed escalated calls calmly and professionally, defusing difficult situations while maintaining a focus on satisfactory resolutions for clients.
- Maintained test environment stability by conducting regular maintenance and system upgrades, ensuring accurate testing results.
Okta (CGS) Tier 2 Okta Engineer
Okta (CGS)
03.2018 - 11.2018
- Managed online cases globally and provided expert assistance on Okta-related issues
- Developed strategies to minimize Okta-related challenges for customers.
- Managed multiple high-priority tasks simultaneously, ensuring swift resolution of critical issues.
- Handled escalated cases from Tier 1 support staff, applying advanced problem-solving techniques to resolve challenging technical situations.
Education
Network Repair Technician -
Year Up
Atlanta,GA01.2017
Certificate of Fine Arts in Media -
American Intercontinental University
Dunwoody, GA01.2015
Skills
- Ticketing system expertise
- Hardware & Software support
- User credential management
- Customer service expert
Timeline
Chick-fil-A Tier 2 Help Desk Agent
Chick-fil-A
11.2023 - 03.2024
Delta Airlines Field Engineer
Delta Airlines
05.2022 - 05.2023
Randstad USA IT Account Administrator
Randstad USA
02.2022 - 05.2022
Cricket Tier 1 Retail Support Help Desk Analyst
Cricket
03.2020 - 02.2022
Diversified Tier 1 Agent
Diversified
11.2018 - 03.2020
Okta (CGS) Tier 2 Okta Engineer
Okta (CGS)
03.2018 - 11.2018
Network Repair Technician -
Year Up
Certificate of Fine Arts in Media -
American Intercontinental University
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