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Magdalene McArthur

@magdalenemcarthur

Support Analyst with 6+ years of experience delivering technical troubleshooting, user support, and process optimization.

United States

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What I'm looking for

I’m looking for a role where I can own end-to-end support and incident resolution, optimize ticket and support workflows, and partner across teams—using strong communication and troubleshooting to improve service quality.

I’m a Support Analyst with 6+ years of experience delivering exceptional customer and operational support across corporate and community-based environments. I focus on technical troubleshooting, communication management, and improving service quality to raise client satisfaction.

At Control Risks, I delivered IT support to 900+ users and risk consultants across the Americas, resolving incidents while educating users on best practices and tools. I managed the global IT ticket queue, optimized workflows, and authored training documentation to strengthen long-term knowledge transfer.

Earlier, I served as a Communications Data Analyst and a Lead High School Instructor / Software Developer, where I turned data into actionable insights and taught web development fundamentals to 200+ students. I bring a people-centered, high-EQ approach to analytical problem-solving—building trust across teams and customers even under pressure.

Experience

Work history, roles, and key accomplishments

Current

Docent

Current

Project Row Houses

Aug 2023 - Present (2 years 11 months)

Represent PRH by welcoming visitors, answering inquiries, and providing information about sitewide programming and exhibitions. Lead tour groups and facilitate workshops/public programming, while maintaining office and exhibition spaces through opening and closing procedures.

Customer Support Customer Relationship Management Workshop Facilitation Public Programming Cross Functional Collaboration

Service Delivery Analyst

Control Risks

Jul 2021 - May 2025 (3 years 10 months)

Delivered IT support to 900+ users and risk consultants across the Americas, ensuring prompt resolution of technical issues while educating users on best practices. Managed a global IT ticket queue by optimizing workflows and prioritizing incidents/requests, and supported knowledge transfer through training documentation and onboarding new employees.

IT Support Technical Troubleshooting Incident Response Process Optimization Knowledge Management Training And Development Remote Operations

Communications Data Analyst

ACLU of Texas

Jan 2019 - Jan 2020 (1 year)

Used Salesforce, Looker, Bandwatch, and Heap to track changes in constituent metrics from social media, email, and physical mail. Visualized constituent growth data and delivered informative visualizations to key stakeholders.

Salesforce Looker Heap Data Visualization Constituent Metrics Analysis

Lead High School Instructor & Developer

ACLU of Texas

Aug 2016 - Aug 2018 (2 years)

Taught web development fundamentals (HTML, CSS, and JavaScript) to over 200 high school students, enabling them to build functional websites. Developed programming/curriculum and led office tours and workshops for prospective students and broader audiences.

HTML5 CSS3 JavaScript Web Development Instruction Curriculum Development Training And Development Workshop Facilitation