Shayla T. Email & Phone Number

Georgia

• Collaborated with customers to troubleshoot servers and network problems, ensuring network functionality.• Deployed and maintained software, improving system performance.• Set up VPN connections for seamless access to the company network.• Conducted desktop troubleshooting and resolved issues via remote access.• Utilized SQL for data management and ensured solution effectiveness.• Liaised with external vendors such as Dell to resolve hardware problems, improving communication and satisfaction.• Partnered with the development team for complex issues, maintaining a high standard of service.• Documented software defects and liaised with development teams.• De-escalated customer issues, ensuring positive experiences.• Acted as a customer advocate for prompt incident resolution.• Adhered to ticket and call management policies for efficient service.• Documented all incoming calls, ticket updates, and call resolutions.

Newnan, Georgia, United States

•Provide support to Pool Professionals and Pool Owners for inquiries surrounding troubleshooting, installation, warranty processes and other CMP programs.•Review and authorize warranty service work to be performed by independent service companies.•Support RMA and Credit process to ensure products are returned and customers receive replacement product, as necessary.•Attend technical training classes to enhance troubleshooting skills•Maintain necessary documentation on tech service calls.•Work with other team members to help achieve overall department goals and tasks.

• Obtained Public Trust Security Clearance• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.• Assisted 20-50 customers a day by answering questions, responding to inquiriesand handling telephone requests.• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Waldord, Md

• Answered questionsabout spa, treatments offered and spa's amenities.• Monitored access of guests and escorted to treatment areas.• Consistently received positive feedback from guests on performancereviews.• Grew repeat client base by 50% through effective marketing and customer service.

Annapolis, Maryland, United States

• Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.• Provided positive first impressions to welcome existing, new and potential customers.•Helped customers locate products and checked store system for merchandise at other sites.•Solved customer challenges by offering relevant products and services.•Increased sales by offering advice on purchases and promoting additional products.

Associate'S Degree, Computer Science

Cybersecurity Program