MODOU TOURAY
Wake Forest
Summary
IT Help Desk Support Specialist with 7+ years of experience supporting customers and internal teams in fast-paced, compliance driven environments. Holds a Bachelor’s degree in Computer Science with ample experience supporting Windows OS, troubleshooting system access issues, and providing phone and remote support. Known for clear communication, strong documentation habits, and resolving technical issues efficiently to keep operations running smoothly.
Data Entry and Operations Support professional with 7+ years of experience maintaining accurate records, updating enterprise systems, and supporting high-volume workflows in compliance-driven environments. Proven ability to meet strict productivity, quality, and confidentiality standards while working with sensitive data. Strong skills in Excel, documentation, and system navigation with a consistent record of reliability and accuracy.
Overview
13
13
years of professional experience
Work History
Machine Operator
Evergreen Packaging
Raleigh, NC
01.2024 - Current
Operation the production machines daily, making sure the machine is working properly before any shift starts, making sure all units are ready to print cartons and quality checks as well
Operations Team Lead (IT & Customer Support)
AmerisourceBergen
Durham, NC
01.2019 - 12.2023
- Provided frontline technical and customer support via phone and in person for internal users and customers
- Troubleshot system access issues, order discrepancies, and workflow interruptions within enterprise systems
- Documented incidents, resolutions, and procedures to ensure consistency and follow-up
- Trained and supported new hires on systems, policies, and service expectations
- Acted as first point of escalation, resolving issues before they impacted daily operations
Warehouse Associate (Operations & Systems Support)
AmerisourceBergen
Durham, NC
01.2016 - 01.2019
- Supported inventory and order management systems to maintain operational accuracy
- Followed strict compliance procedures in vault and controlled-access environments
- Assisted team members with process and system issues to prevent delays
- Maintained accurate records and documentation for audits and daily reporting
Customer Service Representative
Handee Hugo
Raleigh, NC
01.2014 - 12.2015
- Handled customer inquiries, transactions, and issue resolution in a high-volume retail environment
- Operated and monitored technical store equipment and point-of-sale systems
- Maintained a safe, customer-focused environment while resolving issues efficiently
Education
Bachelor of Science - Computer Science
University of the People
California01.2024
Skills
- IT Help Desk Support
- Technical Troubleshooting
- Windows OS
- Ticket Resolution
- Remote Support
- Customer Support
- Incident Documentation
- System Access Support
- Phone & Email Support
- Python (Basic)
- JavaScript (Basic)
- Microsoft Word
- Microsoft Excel
- System Navigation
- Data Entry
- Data Accuracy & Validation
- Record Management
- Documentation
- Order Processing
- Reporting Support
- Confidential Data Handling
- Compliance Adherence
- Attention to Detail
- Productivity Tracking
Websites
Accomplishments
- Resolved a high volume of customer and system issues while consistently meeting productivity, quality, and attendance benchmarks
- Earned promotion to a team lead role based on performance, reliability, and communication skills
- Reduced escalations by identifying and resolving workflow and access issues before impacting daily operations
Timeline
Machine Operator
Evergreen Packaging
01.2024 - Current
Operations Team Lead (IT & Customer Support)
AmerisourceBergen
01.2019 - 12.2023
Warehouse Associate (Operations & Systems Support)
AmerisourceBergen
01.2016 - 01.2019
Customer Service Representative
Handee Hugo
01.2014 - 12.2015
Bachelor of Science - Computer Science
University of the People