Varshawna Black
Lakeland,FL
Summary
Detail-oriented Computer Technician experienced in technical support, customer service, product consulting, recruiting operations, and case management. Skilled at troubleshooting hardware/software issues, optimizing workflows, supporting end users, and improving customer satisfaction.
Overview
9
9
years of professional experience
Work History
Computer Technician
IDEA Public Schools
05.2024 - Current
- - Provide technical support for 1000+ staff and students.
- - Maintain and troubleshoot classroom devices.
- - Assist with imaging, deployments, and asset management.
Recruiting Coordinator
Swanky VeeJayBee LLC
02.2020 - 05.2024
- - Expanded talent pipelines.
- - Managed screenings and interview coordination.
- - Used sourcing strategies to attract candidates.
- - Guided new hires through onboarding.
- - Scheduled and conducted 15 interviews each week.
Product Consultant
Moen
03.2023 - 09.2023
- - Analyzed consumer feedback for product improvement opportunities.
- - Conducted market research on plumbing trends.
- - Supported sales reps with product expertise.
- - Identified warranty procedures.
- - Assisted 40+ customers with product needs and introduced new store offerings.
Case Manager
General Motors
08.2021 - 03.2023
- - Improved case management processes.
- - Coordinated with service providers at more than 15+ dealerships.
- - Served as SME on 80+ case practices.
Help Desk Technician
Liveops, Inc
11.2019 - 08.2021
- - Resolved 0–60 technical support tickets daily via phone, chat, and email, achieving a 95% first-call resolution rate.
- - Diagnosed and repaired issues across Windows, macOS, and third-party applications, improving system reliability and user satisfaction.
- - Documented incidents in ServiceNow and Zendesk, identifying recurring problems to streamline troubleshooting procedures.
- - Provided software training and best-practice guidance to remote users, increasing IT self-sufficiency by 25%.
PSE Clerk
USPS
10.2016 - 11.2018
- - Operated postal equipment and processed mail.
- - Sorted mail per USPS regulations.
- - Loaded/unloaded 20+ U-boats daily.
Education
Associate of Science - Information Technology
Full Sail University
Winter Park, FL10-2025
Skills
- Technical Support & Troubleshooting
- Hardware & Software Diagnostics
- Customer Service & Communication
- Ticketing Systems
- Device Imaging & Deployment
- Case Management
- Recruiting & Onboarding
- Workflow Optimization
- Documentation & Reporting
Timeline
Computer Technician
IDEA Public Schools
05.2024 - Current
Product Consultant
Moen
03.2023 - 09.2023
Case Manager
General Motors
08.2021 - 03.2023
Recruiting Coordinator
Swanky VeeJayBee LLC
02.2020 - 05.2024
Help Desk Technician
Liveops, Inc
11.2019 - 08.2021
PSE Clerk
USPS
10.2016 - 11.2018
Associate of Science - Information Technology
Full Sail University