Aaliyah Greene
Charlotte
Summary
Expert IT Specialist with extensive experience excelling in customer service and problem-solving. Proven track record in diagnosing complex technical issues and providing effective solutions using tools like ServiceNow and Zendesk. Recognized for maintaining meticulous documentation and enhancing support processes, ensuring swift resolutions and high customer satisfaction.
Overview
12
12
years of professional experience
Work History
Help Desk Support Specialist
Science Applications International Corporation
Remote
12.2025 - Current
- Resolved customer inquiries via phone, email, and chat, ensuring timely and effective solutions.
- Provided technical support for diverse hardware and software issues, enhancing user productivity.
- Documented troubleshooting procedures in knowledge base, improving team efficiency and resource accessibility.
- Analyzed recurring issues to identify trends, facilitating proactive measures to reduce future incidents.
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
- Ensured compliance with company policies regarding data security during interactions with customers.
- Demonstrated flexibility in adapting to changing priorities or new procedures within the organization.
- Configured hardware, devices, and software to set up work stations for employees.
IT Specialist
The Hartford
01.2024 - 11.2025
- Diagnosed and resolved technical hardware and software issues.
- Tier 3 technical support
- Recorded customer issues on database to streamline process and fasttrack resolutions.
- Identified and resolved issues using software and hardware.
- Maintained detailed documentation of customer interactions and resolutions in ticketing system.
- Provided remote technical support to clients using various communication channels.
Technical Support Representative
Amerihealth Caritas
01.2023 - 01.2024
- Tier 2 & 3 technical support
- Diagnosed and resolved technical hardware and software issues
- Delivered exceptional customer service by actively listening to concerns and addressing them promptly.
- Assisted customers with installation, configuration, and usage of company products.
- Trained new Technical Support Representatives on company policies, procedures, and tools.
IT Specialist
Insight Global
01.2021 - 01.2023
- Tier 2 technical support
- Diagnosed and resolved technical hardware and software issues.
- Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures.
- Guided calls using excellent communication skills and decisive approach.
- Recorded customer issues on database to streamline process and fasttrack resolutions.
City Carrier
United States Postal Service
01.2017 - 01.2022
- Maintained professional relationships with customers while providing excellent service.
- Delivered mail to residential and business addresses on daily route.
- Monitored and safeguarded vehicle and parcels in alignment with organizational policies.
- Ensured accurate delivery of parcels by scanning barcodes and verifying addresses.
Help Desk Support Specialist
Time Warner Cable
01.2016 - 01.2017
- Tier 1 technical support
- Provided remote desktop assistance to troubleshoot user issues effectively.
- Escalated complex issues to higher level support teams for resolution.
- Troubleshoot end-user hardware and software issues.
- Assisted customers with technical issues via phone, email, and chat support.
- Investigated and resolved problems by reading technical manuals and conducting computer diagnostics.
Customer Service Representative
Connexions
01.2014 - 01.2016
- Maintained customer records by updating account information in database.
- Contributed to team effort by meeting performance goals and assisting colleagues when needed.
- Assisted customers in navigating company website or application during support interactions.
- Answered customer inquiries via phone, email, and chat.
- Resolved product or service issues by clarifying customer complaints and offering appropriate solutions.
- Managed difficult customer situations with professionalism and empathy.
Education
High School - College Prep
Performance Learning Center High School
Charlotte, NC06.2013
Bachelor of Science - Cyber Security And Information Assurance
Western Governors University
Salt Lake City, UTSkills
- Customer Service
- Operating systems (macOS & Windows)
- Help Desk (SAP, Zendesk, ServiceNow, Jira, Freshdesk)
- Remote Support (TeamViewer, AnyDesk, LogMeIn Rescue, Microsoft Quick Assist)
- Networking Troubleshooting (VPN, DNS, IP, Wi-Fi)
- Directory Tools (Active Directory, Duo Security, Azure AD)
Timeline
Help Desk Support Specialist
Science Applications International Corporation
12.2025 - Current
IT Specialist
The Hartford
01.2024 - 11.2025
Technical Support Representative
Amerihealth Caritas
01.2023 - 01.2024
IT Specialist
Insight Global
01.2021 - 01.2023
City Carrier
United States Postal Service
01.2017 - 01.2022
Help Desk Support Specialist
Time Warner Cable
01.2016 - 01.2017
Customer Service Representative
Connexions
01.2014 - 01.2016
High School - College Prep
Performance Learning Center High School
Bachelor of Science - Cyber Security And Information Assurance
Western Governors University