Lauren Surles
@laurensurles
I resolve end-user technical issues through empathetic, SLA-focused support across phone, chat, and ticketing channels.
United StatesWhat I'm looking for
I've supported end users for the State of Tennessee and Ingram Content Group, resolving account access, software, hardware, and system setup issues through phone, chat, written channels, and ticketing systems.
I document issues and resolutions accurately in ServiceNow, follow privacy and security requirements, and use patient troubleshooting and de-escalation to improve first-contact resolution and customer satisfaction.
Experience
Work history, roles, and key accomplishments
Workstation Support Technician
State of Tennessee
Mar 2026 - Sep 2026 (6 months)
Delivered prompt, empathetic support across phone, ticketing, and written channels, resolving user inquiries and service requests. Maintained SLA adherence by documenting interactions in ServiceNow and ensured compliance with data privacy and security guidelines.
Help Desk & Customer Support Intern
Ingram Content Group
Oct 2025 - Jan 2026 (3 months)
Handled incoming end-user inquiries via phone, chat, and ticketing systems to triage software, hardware, and account issues. Guided users through troubleshooting workflows and documented interactions in ticketing queues.
Substitute Teacher
Rutherford County Schools
Aug 2024 - May 2025 (9 months)
Adapted to diverse classroom environments, managing schedules and maintaining situational control. Utilized clear communication and conflict resolution techniques to support students and address inquiries from faculty and parents.
Education
Degrees, certifications, and relevant coursework
Southern New Hampshire University
Bachelor of Science, Computer Science
Activities and societies: Accelerated CS Program: Selected for a high-performance dual-degree track to complete both BS and MS degrees consecutively.
Pursuing a Bachelor of Science in Computer Science with an expected graduation in Spring 2028.
Southern New Hampshire University
Master of Science, Computer Science
Activities and societies: Accelerated CS Program: Selected for a high-performance dual-degree track to complete both BS and MS degrees consecutively.
Pursuing a Master of Science in Computer Science with an expected graduation in Spring 2029.
TCAT Murfreesboro
Certificate, Infrastructure Management
2025 - 2026
Earned a Certificate in Infrastructure Management Specialist from May 2025 to April 2026.
Middle Tennessee State University
Bachelor of Science, Journalism
2021 - 2023
Studied Journalism from May 2021 to August 2023, but did not complete the degree.
TCAT Murfreesboro
Certificate, Cosmetology
2019 - 2020
Earned a Certificate in Licensed Cosmetology from July 2019 to September 2020.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Job categories
Skills
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