renee carter
@reneecarter
Experienced IT Analyst with a proven track record in technical support.
United StatesWhat I'm looking for
I am an experienced IT Analyst with a strong background in providing exceptional technical support and troubleshooting solutions. My expertise lies in handling complex networking issues, implementing new software, and resolving hardware concerns. I am committed to optimizing systems to enhance productivity and efficiency, ensuring that I deliver high-quality service in fast-paced, dynamic environments.
Throughout my career, I have developed strong problem-solving abilities and excellent communication skills, which allow me to collaborate effectively with internal teams and stakeholders. My recent role as a Technical Analyst at Northwestern Mutual has enabled me to implement optimized configurations for VPN, resulting in a significant improvement in connection speed. I am also certified in Security+ and CompTIA A+, and I am eager to leverage my technical expertise to contribute to organizational success.
Experience
Work history, roles, and key accomplishments
Technical Analyst / IT Analyst
Northwestern Mutual
Feb 2023 - Present (2 years 4 months)
Troubleshot and resolved technical issues related to network connectivity and hardware/software malfunctions. Implemented optimized configurations for VPN, resulting in a 30% improvement in connection speed. Documented and escalated unresolved issues to appropriate technical teams using ServiceNow.
Technical Support Specialist
Spectrum
Dec 2021 - Jan 2023 (1 year 1 month)
Accurately documented all issues within Zendesk and escalated to higher-level teams when necessary. Provided comprehensive support for Windows and macOS systems, ensuring seamless user experiences. Diagnosed and resolved technical issues related to network interruptions, improving service reliability.
Technical Support Specialist
Stamps.com
Jul 2019 - Mar 2020 (8 months)
Delivered technical assistance for both Windows and macOS systems, resolving issues in a timely manner. Installed and configured new technologies, including software, applications, and printing devices. Provided remote assistance using TeamViewer, enabling quick resolution of customer issues.
Computer Sales Associate
Best Buy
Oct 2016 - Feb 2017 (4 months)
Assisted customers with product selection, providing personalized service and technical expertise. Handled all aspects of sales, including contracts, warranties, payments, and returns. Conducted diagnostics and troubleshooting for various devices, resolving over 85% of issues independently.
Help Desk Support
Nations Direct
Oct 2012 - Jun 2013 (8 months)
Provided first-level support and troubleshooting for internal users and customers. Documented help desk tickets and resolutions, ensuring accurate tracking and follow-up. Managed equipment inventory, including mobile devices, laptops, and printers.
Help Desk Support
Apriso
Aug 2011 - May 2012 (9 months)
Offered technical assistance and phone support to internal users and customers. Conducted computer diagnostics to investigate and resolve software/hardware issues. Maintained and managed IT equipment inventory, ensuring optimal resource utilization.
Education
Degrees, certifications, and relevant coursework
United Education Institute
No Degree, Computer Systems Technology
Undertook studies in Computer Systems Technology. Focused on foundational aspects of computer systems.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
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