Summary
Overview
Work History
Education
Skills
References
Affiliations
References
Timeline
Generic

Ashley Hardnett

Dunwoody

Summary

Highly skilled and motivated Technical Support and Customer Service Specialist with hands-on experience delivering fast, efficient, and empathetic support. Proven ability to troubleshoot complex technical issues, manage ticketing systems, and deliver excellent user support in fast-paced environments. Known for strong communication, multitasking, and a commitment to customer satisfaction. Seeking a full-time opportunity to leverage my support expertise in a customer-centric organization.

Overview

4
4
years of professional experience

Work History

Level 2/3 Technical Support Specialist

Package Solutions Inc.
Atlanta
08.2022 - Current
  • Responded promptly to service tickets submitted by users experiencing technical difficulties via Zendesk and Jira.
  • - Troubleshoot desktop, server, kiosk, and connectivity issues using tool Balena.
  • - Collaborate cross-functionally with development and installation teams to escalate and resolve complex cases.
  • - Use tools like PRTG and Balena for diagnostics and system health monitoring.
  • - Maintain documentation and contribute to the internal knowledge base to enhance support processes.
  • Supported end users with basic troubleshooting techniques.
  • Analyzed system logs for potential errors or irregularities that could indicate a security breach.

IT Technical Support

Apple (via Staffing Agency)
Atlanta
02.2021 - 07.2021
  • - Delivered frontline support for Apple customers, providing guidance on macOS, iOS, and Apple hardware troubleshooting.
  • - Assisted customers with technical issues and educated them on system updates, configuration, and best practices.
  • - Scheduled appointments for in-store visits when needed and ensured accurate documentation of customer interactions.
  • - Demonstrated strong empathy and listening skills, helping to de-escalate difficult situations and boost customer satisfaction.

Education

Associate of Arts - Information Technology

Strayer University
01-2026

Skills

  • Technical and help desk support
  • - Customer service excellence
  • -Hardware/software troubleshooting
  • - Ticketing systems (Zendesk, Jira)
  • -Windows, macOS, iOS, and Server Support
  • - Remote diagnostics and escalations
  • -Empathetic and professional communication
  • - Balena and PRTG Monitoring Tools
  • - Balena, Google Docs, Microsoft Office
  • Team collaboration and time management
  • Critical thinking and issue resolution
  • Remote diagnostics
  • Remote technical assistance

References

Anthony, Brown, General Manager, SK Battery, Available upon request

Affiliations

- Phi Theta Kappa Honor Society Member (2021-2023)

References

References available upon request.

Timeline

Level 2/3 Technical Support Specialist

Package Solutions Inc.
08.2022 - Current

IT Technical Support

Apple (via Staffing Agency)
02.2021 - 07.2021

Associate of Arts - Information Technology

Strayer University

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Ashley Hardnett