Open to opportunities

Tonia Roane

@toniaroane

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Experienced IT Support Specialist with a focus on customer satisfaction.

United States

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What I'm looking for

I am looking for a long-term role in a supportive environment that fosters growth and skill development.

I am a dedicated Technical Support Specialist with extensive experience in Level 2 Service and Help Desk Support. My journey in IT began over 15 years ago, and I have honed my skills in troubleshooting, customer service, and technical support across various platforms and environments. I thrive in fast-paced settings and am passionate about resolving issues efficiently while ensuring a positive user experience.

Throughout my career, I have successfully supported desktop and laptop users, managed ticketing systems, and collaborated with cross-functional teams to enhance service delivery. My role at ITW Refrigeration involved imaging PCs, setting up new users, and providing comprehensive support for hardware and software issues. I have also played a pivotal role in training staff and developing knowledge bases to improve operational efficiency.

With certifications in SAFe 4.0 Agilist and a commitment to staying updated with technological advancements, I am eager to contribute to a progressive organization where I can further develop my skills and support users effectively.

Experience

Work history, roles, and key accomplishments

Technical Support Specialist II

ITW Refrigeration/Traulsen

Feb 2023 - Mar 2024 (1 year 1 month)

Responsible for imaging PCs and laptops, setting up new users in Active Directory/O365/Exchange, and supporting desktop/laptop end users in Windows 10/11. Managed Freshdesk ticketing and Knowledge Base creation, and assisted Network Admin with deployment and monitoring tasks.

Active Directory O365 Windows 10 Freshdesk

Technical Support Specialist

isolved

Nov 2021 - Feb 2023 (1 year 3 months)

Provided support for clients using Legacy HR, Payroll, and HCM products via SaaS. Responsibilities included troubleshooting technical issues, modifying accrual processes, and setting up new jobs and cost centers.

SaaS HR Software Payroll Systems Technical Troubleshooting

Customer Support Agent

SYKES (Bank of America)

Apr 2021 - Nov 2021 (7 months)

Assisted clients with PPP loans and forgiveness applications in a call center environment, utilizing remote access tools for efficient one-call resolutions.

Customer Support Call Center Operations Remote Access Problem Solving Financial Services

System Support Analyst II

PIER 1 SERVICES COMPANY

Mar 2005 - Jan 2020 (14 years 10 months)

Served as Service Desk Level II for a major retailer, supporting all equipment and software in stores and distribution centers. Involved in staffing decisions, training staff, and developing training materials while ensuring customer satisfaction.

Service Desk Customer Service Staff Training