Summary
Overview
Work History
Education
Skills
Timeline
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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,GA
01.2017

Certificate of Fine Arts in Media -

American Intercontinental University
Dunwoody, GA
01.2015

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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Tyrone Alexander