Open to opportunities

Ebony User

@ebonycherry90

I am a customer-focused remote IT support specialist who resolves technical issues with empathy and clear communication.

United States

Message

What I'm looking for

I’m seeking a remote, mission-driven support role where I can provide proactive, empathetic technical assistance, improve processes, and grow in customer-focused IT support.

I am a friendly, reliable, tech-savvy support specialist with years of remote customer service experience, focused on helping people navigate digital tools with empathy and clarity.

At Rose International I supported hundreds of users, tracked requests in Salesforce, and consistently exceeded KPIs and satisfaction targets while improving processes. Previously at Dell I resolved VPN, account, and device issues using ServiceNow and remote desktop tools.

I take pride in going beyond fixes to make users feel heard, creating documentation and sharing knowledge to strengthen teams. I also streamlined scheduling and office workflows in front-desk roles, improving daily operations.

I’m pursuing Business Management at Oklahoma City Community College and am eager to bring my remote-ready, organized approach to a mission-driven team that values proactive, empathetic technical support.

Experience

Work history, roles, and key accomplishments

Healthcare Support Specialist

Rose International

Sep 2022 - Sep 2024 (2 years)

Supported hundreds of users troubleshooting technical issues while delivering calm, positive experiences and consistently exceeding KPIs; used Salesforce to track requests, identify patterns, and improve processes.

Salesforce Customer Support Troubleshooting Remote Support Ticketing KPI Tracking Process Improvement

Reception & Customer Care Coordinator

Hanson Chiropractic

Dec 2021 - Jun 2022 (6 months)

Managed client appointments and check-ins with warmth and efficiency, improving daily scheduling and communication to keep the team organized and patients satisfied. Streamlined backend systems and office workflows to boost operational efficiency.

Scheduling Office Administration Workflow Optimization Record keeping Customer Service

Remote Help Desk Technician

Dell Technologies

Aug 2018 - Dec 2021 (3 years 4 months)

Provided real-time remote support for VPN access, account logins, and device setup using ServiceNow and remote desktop tools, and created documentation to improve team knowledge and resolution times.