CAROL ROSS
Fuquay-Varina
Summary
Aspiring IT Support Specialist with hands-on experience troubleshooting system and user issues in real time, including system resets, recalibration, and application support. Strong background in customer service, problem-solving, and working within structured technical environments. Currently pursuing CompTIA Security+ certification (expected May 2026). Seeking an entry-level Help Desk or IT Support role.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Returns Associate (Part-Time)
Amazon
NC
01.2025 - Current
- Provided front-line technical support assisting users with app-based systems and transactions
- Troubleshot user issues in real time, applying resets and system checks to resolve problems
- Verified and validated system data to prevent errors and ensure accuracy
- Utilized internal systems and scanning tools to manage high-volume workflows
- Educated users on system functionality, reducing repeat issues and improving user experience
Personal Shopper
Instacart
Raleigh/Durham
01.2023 - 04.2025
- Utilized mobile applications to manage multiple user requests and system interactions
- Resolved user and order issues in real time through troubleshooting and problem-solving
- Communicated clearly with customers to guide issue resolution
- Adapted quickly to changing priorities in fast-paced, tech-driven environments
Professional Driver
Schneider
Charlotte
01.2022 - 12.2022
- Used digital systems and GPS tools to manage routing and service delivery
- Maintained accurate electronic logs and system documentation
- Resolved unexpected technical and operational issues independently
- Followed structured procedures to ensure compliance and consistency
Process Technician
Cree Inc
Durham
01.2008 - 12.2020
- Monitored system performance and identified issues requiring troubleshooting or escalation
- Performed system resets, recalibration, and operational adjustments to maintain functionality
- Documented system data and procedures to ensure accuracy and compliance
- Worked within highly structured technical environments with strict process controls
- Trained team members on system usage, processes, and troubleshooting steps
Payroll Operations Specialist
Fidelity Investments
Durham
01.2005 - 12.2007
- Processed data using enterprise systems with high attention to accuracy
- Investigated and resolved system discrepancies across platforms
- Maintained confidentiality of sensitive information
- Collaborated with teams to improve system workflows
Customer Service Representative
ACS Mellon
Cary
- Resolved user issues by identifying root causes and providing effective solutions
- Communicated technical and process information clearly to non-technical users
- Managed high-volume requests efficiently and accurately
- Escalated complex issues appropriately
Education
High School Diploma -
Apex Senior High School
Apex, NCSkills
- Windows 10/11
- End-User Support
- Troubleshooting
- Hardware Issue Resolution
- Software Issue Resolution
- Microsoft Office
- System Navigation
- Application Support
- Basic Networking
- Wi-Fi troubleshooting
- TCP/IP fundamentals
- Documentation
- Ticketing Awareness
Certification
- CompTIA Security+, In Progress, 05/26
- BioWork Process Technician Certification
- National Career Readiness Certificate
Timeline
Returns Associate (Part-Time)
Amazon
01.2025 - Current
Personal Shopper
Instacart
01.2023 - 04.2025
Professional Driver
Schneider
01.2022 - 12.2022
Process Technician
Cree Inc
01.2008 - 12.2020
Payroll Operations Specialist
Fidelity Investments
01.2005 - 12.2007
Customer Service Representative
ACS Mellon
High School Diploma -
Apex Senior High School