Chenika Torney
Gastonia
Summary
Experienced IT professional with 10 years in technical support, specializing in phone, email, chat, and in-person assistance. Proficient in asset management, Microsoft Office Suite, and Tier 1 support, including hardware procurement and database management. Skilled in network monitoring with tools like SolarWinds and AppDynamics, and certified in Help Desk Support. Proven track record in reducing downtime and enhancing system performance through effective troubleshooting and customer service.
Overview
6
6
years of professional experience
Work History
HSIN Help Desk Technician I
Nextrinsic/Lintechglobal
Remote
10.2019 - Current
- Resolved customer issues through research and effective troubleshooting methods.
- Served as primary interface for customer support inquiries.
- Executed escalation procedures for unresolved issues.
- Prioritized customer tickets based on impact, urgency, and product classification.
- Conducted password resets on applicable systems for customers.
- Documented all calls, emails, and chat requests in ticketing system promptly.
- Utilized Cherwell ticketing system to guide callers through issue resolution.
- Created and updated Knowledge Management documents for HSIN program use.
- Performed regular maintenance checks on computer systems to ensure optimal performance.
- Identified opportunities for improvement within existing processes and procedures.
- Identified root causes of technical issues and implemented solutions accordingly.
- Tracked open cases to ensure timely resolution within established SLAs.
- Created service tickets to document all inquiries, incidents, requests and resolutions.
- Assisted customers in troubleshooting hardware, software and network related problems.
- Updated customers on progress towards resolution throughout the entire process.
- Coordinated with other departments when needed to resolve complex cases.
- Resolved customer complaints promptly and professionally.
- Conducted research into a wide range of computing issues as required by customers.
- Provided detailed explanations to customers concerning product features and functionality.
- Ensured that all customer interactions were logged accurately in the help desk database.
- Directed calls to product line specialists, application and system specialists and vendor resources and alerted management to recurring problems.
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
- Resolved issues on initial call of time using internal knowledge base, troubleshooting skills, experience, and team resources.
- Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
- Supported and assisted less experienced technicians in resolving client issues requiring advanced or specialized expertise and experience.
- Answered telephones and greeted visitors to assist, answer questions and direct.
Help Desk Support
Ellumen
07.2023 - 03.2024
- Resolved administrative and technical issues according to established rights via voice, written, or remote-control methods.
- Documented Service Desk trouble calls as tickets for effective tracking.
- Tracked open support tickets until resolution, ensuring timely updates.
- Conducted research and analysis of system problems, collaborating with technical support to document findings.
- Delivered monthly trouble ticket log with clear trend analysis in narrative and visual formats.
- Utilized ticketing systems to manage and process support actions efficiently.
- Managed Active Directory user accounts, resolving authentication failures from expired passwords or locked accounts.
- Provided technical assistance to end users regarding Active Directory queries and incidents.
Systems Support Specialist/ Charter Communications
LRS Consulting Services
Charlotte
12.2022 - 09.2023
- Provided production support for Enterprise Monitoring Applications, ensuring optimal functionality.
- Conducted Normal, E-Change, and Smoke testing to maintain application integrity.
- Executed daily tasks on various monitoring systems including SolarWinds, Netcool, and App Dynamics.
- Collaborated with customers and support teams to facilitate incident triage and timely resolution.
- Coordinated incident resolution with infrastructure groups while implementing preventive changes.
- Diagnosed and corrected system issues promptly to restore full service availability.
- Managed Cherwell incident tickets efficiently, ensuring timely updates and resolutions.
- Monitored email for change requests or technical issues to address emerging needs.
NOC Technician
Connectria
04.2022 - 09.2022
- Monitored customer environments with enterprise tools including SolarWinds and CCSS for iSeries.
- Configured and maintained network backup and recovery procedures to ensure data integrity.
- Troubleshot hardware, software, and network issues, replacing defective components as needed.
- Communicated effectively with customers and engineers to address inquiries and concerns.
- Diagnosed complex networking problems through analysis of logs from firewalls and routers.
- Maintained thorough documentation of network infrastructure, incident reports, and resolutions.
- Collaborated on network upgrades, enhancing efficiency in operations and productivity.
- Reduced downtime by providing prompt resolution of technical problems.
Education
Certificate - Cybersecurity
Per Scholas
Charlotte, NC11-2025
Certificate - Pharmacy Tech
Stepful
Remote07-2025
High School Diploma -
Southern High School
Harwood, MD05.2025
Diploma - Medical Administrative Assistant
Everest College
Vienna03.2013
Skills
- Administrative support
- Problem solving
- Network support
- Operating systems
- Remote support
- Network testing
- Data entry
- Customer service
- Software updates
- Computer workstation setup
- Incident management
- Troubleshooting and diagnosis
- Incident responses
- Ticket management
- Technical support triage
- Network infrastructure monitoring
- Application support
- User support
- Call center operations
- Customer service expert
- Ticketing systems
Security Clearance
- Active-Secret Clearance
References
References available upon request.
Timeline
Help Desk Support
Ellumen
07.2023 - 03.2024
Systems Support Specialist/ Charter Communications
LRS Consulting Services
12.2022 - 09.2023
NOC Technician
Connectria
04.2022 - 09.2022
HSIN Help Desk Technician I
Nextrinsic/Lintechglobal
10.2019 - Current
Certificate - Cybersecurity
Per Scholas
Certificate - Pharmacy Tech
Stepful
High School Diploma -
Southern High School
Diploma - Medical Administrative Assistant
Everest College
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