Open to opportunities

Shanta Lymon

@shantalymon

Senior customer and technical support professional focused on confidential records, compliance, and data-driven case resolution.

United States

Message

What I'm looking for

I’m seeking to support the USCIS mission by ensuring the integrity of immigration processes through efficient, ethical, customer-focused service, while maintaining confidential records, policy compliance, and accurate, data-informed case resolution.

I’m a service-driven professional with extensive experience in government customer service, technical support, and data-driven decision making. I’m detail-oriented and committed to integrity, especially when handling confidential records and policy-compliant outcomes.

Currently, I work as a Remote Call Center Program Support Technician Sr with the Virginia Department of Motor Vehicles, delivering customer support for driver’s licenses, vehicle registrations, and title services. I investigate escalated inquiries by researching multiple internal systems and records, document actions within DMV databases, and provide mentorship and training to new agents.

Previously, I provided Tier 1–2 technical support as a Canon Information Technology Services Technical Support Specialist, diagnosing and resolving issues across printers, software, and operating systems (Windows/Mac) while logging interactions in CRM systems. Earlier, I served as an IT Systems Administrator and migrated 50+ commercial users from Windows 7 to Windows 10 with zero data loss, while ensuring cybersecurity compliance through preventative maintenance and system monitoring.

Experience

Work history, roles, and key accomplishments

Current

Program Support Technician Sr

Current

Virginia Department of Motor Vehicles (DMV)

Sep 2024 - Present (1 year 10 months)

Provide remote customer support for driver’s licenses, vehicle registrations, and title services. Investigate escalated inquiries across internal systems while maintaining regulatory compliance and strict confidentiality of sensitive data.

Remote Customer Support Customer Service Driver’S License Support Vehicle Registrations Title Services Escalation Handling Records Research Regulatory Compliance Confidentiality Documentation Mentorship Training

Technical Support Specialist

Canon Information Technology Services

Nov 2022 - Sep 2024 (1 year 10 months)

Provided Tier 1–2 technical support to Canon customers via phone, email, and chat in a high-volume remote environment. Diagnosed and resolved issues related to printers, software, and Windows/Mac operating systems while logging interactions in CRM systems.

Tier 1 Support Customer Support Phone Support Email Support Chat Support Troubleshooting Printers Software support Windows MacOS Trend Analysis Customer Training

Inventory & Logistics Coordinator

COTY US, LLC

Sep 2017 - Jul 2018 (10 months)

Managed inventory, order processing, and shipment coordination with suppliers and warehouse teams. Prepared invoices, reviewed purchase orders, verified shipment accuracy, and ensured compliance with shipping and billing documentation standards.

Inventory Management Order Processing Supplier Coordination Invoicing & Compliance Shipping Documentation

IT Systems Administrator

Graham & Sons IT Services

Mar 2012 - Sep 2017 (5 years 6 months)

Administered IT systems and delivered remote troubleshooting and network performance support for commercial clients. Migrated 50+ users from Windows 7 to Windows 10 with zero data loss and performed preventative maintenance with cybersecurity compliance and uptime monitoring.

Remote Support Cybersecurity & Compliance System Monitoring