Tyrel Whitehead

Engaged in production tasks, ensuring quality and efficiency in manufacturing processes. Continued to develop skills in communication and teamwork.

Provided Tier 1–2 support for POS, RDP, and SaaS applications, managing device enrollments and Active Directory while resolving hardware/software issues to maintain high uptime. Streamlined ServiceNow ticketing workflows and partnered with field technicians to reduce incident resolution time.

Acted as final escalation for customer retention, resolving technical and account-related issues and delivering product education to reduce churn and increase adoption. Applied probing and root-cause techniques to align solutions with customer needs and improve retention metrics.

Worked in a production environment, utilizing industrial equipment such as forklifts and electric pallet jacks. Focused on assembly line work where communication was essential for success.

Supported ERP users with daily troubleshooting, system audits, and quality assurance, communicating technical findings to management and optimizing product workflows to ensure operational compliance. Improved system reliability through targeted audits and issue remediation.

Led a team in a call center environment, focusing on exceeding customer satisfaction goals and maintaining quality standards. Developed strong communication and problem-solving skills while managing team performance.

Led Tier 1–3 pharmacy SaaS help desk teams, developing escalation protocols and training agents in advanced troubleshooting and de-escalation to improve FCR, AHT, and quality. Monitored KPIs and implemented process changes to enhance customer experience and product reliability.

Pursuing a Bachelor in Cybersecurity with expected graduation in 2027, focusing on foundational and applied cybersecurity principles.

Grade: 3.2

Completed a Bachelor of Arts in Information Cybersecurity and Assurance, focusing on the principles of cybersecurity, risk management, and assurance practices.