Zariah Brown
Atlanta,GA
Summary
Entry-level IT Support professional and Cybersecurity student with hands on experience in customer support, troubleshooting, and technical issue resolution. Skilled in supporting users remotely, documenting tickets, and providing clear technical assistance across Windows and macOS environments. Strong communicator with a customer first mindset, eager to grow in a Help Desk or IT Support role.
Overview
2
2
years of professional experience
Work History
Customer Support /Tier 1 Technical Support Representative
All N One Security
10.2023 - 07.2024
- Serve as the first point of contact for customer inquiries via phone, email, chat, or ticketing system
- Provide Tier 1 technical support for security systems, software applications, and basic network issues
- Troubleshoot and resolve common technical problems using documented procedures and knowledge bases
- Accurately document customer issues, resolutions, and escalation notes in the ticketing system
- Assist customers with account setup, system access, password resets, and basic configuration
- Maintain a high level of professionalism and customer satisfaction at all times
- Follow company policies, security protocols, and compliance standards
Front Desk Supervisor
Browns Investments
03.2022 - 11.2023
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Contributed to the development of new front desk procedures for increased efficiency and better guest service.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Monitored inventory levels of office supplies, placing orders as needed to avoid shortages or delays in daily tasks.
Customer Support Coordinator
ATB & Associates
09.2022 - 08.2023
- Compile data and create reports on customer interactions, feedback, and service performance using Word or Excel.
- Prepare training documents and presentations for new employees using Word and other Microsoft Office tools, like PowerPoint.
- Handle customer questions and concerns via email, chat, or online support platforms, providing accurate information and assistance.
Education
Bachelor of Science - Cybersecurity
Kennesaw State University
Kennesaw, GA05-2027
Associate of Science - General Studies
Georgia Military College - Fairburn, GA
Fairburn, GA06.2023
Skills
- IT Support & Troubleshooting
- Ticketing Systems
- Windows & macOS
- Microsoft 365
- Remote Support Tools
- User Account Support
- Customer Facing Tech Support
- Documentation & Knowledge Bases
Timeline
Customer Support /Tier 1 Technical Support Representative
All N One Security
10.2023 - 07.2024
Customer Support Coordinator
ATB & Associates
09.2022 - 08.2023
Front Desk Supervisor
Browns Investments
03.2022 - 11.2023
Associate of Science - General Studies
Georgia Military College - Fairburn, GA
Bachelor of Science - Cybersecurity
Kennesaw State University