Summary
Overview
Work History
Education
Skills
Timeline
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Breona Fennie

Atlanta

Summary

Reliable and customer-focused IT support professional with strong troubleshooting skills and a background in both technical and customer service roles. Skilled in resolving hardware/software issues, supporting users, and delivering clear, solution-oriented assistance.

Overview

6
6
years of professional experience

Work History

Service Desk Specialist

Drew Eckl & Farnham
01.2024 - 08.2024
  • Provide first- and second-level technical support to attorneys, paralegals, and staff via phone, email, remote desktop, and in-person assistance.
  • Troubleshoot and resolve issues with iManage document management, Aderant financial management system, Active Directory, and all Microsoft services (O365, Teams, Outlook, SharePoint, OneDrive).
  • Assist with onboarding and offboarding processes, including user account creation, hardware/software setup, and permissions management within Active Directory and firm applications.
  • Diagnose and troubleshoot problems with in-house applications, escalating complex issues to Tier 2/Tier 3 teams when needed.
  • Developed and maintained knowledge base articles to guide staff in resolving common technical issues and improving support efficiency.

Lab Technician

Apto Solutions
01.2022 - 08.2024
  • Managed storage devices, configured BIOS settings, and performed hardware component replacements to maintain system reliability.
  • Performed installation, configuration, and maintenance of software and hardware on laptops and desktops addressing technical issues to support business continuity.
  • Developed and implemented workflows to enhance service quality and operational efficiency.
  • Mentored and trained colleagues on new procedures and best practices to enhance team performance.

Sales Associate

Shoe Dept Encore
10.2018 - 11.2021
  • Delivered exceptional customer service by assisting shoppers with footwear selection, sizing, and product information.
  • Engaged with customers during transactions, ensuring a smooth checkout experience while managing cash and credit payments.
  • Monitored inventory levels and assisted with restocking, receiving shipments, and loss prevention efforts.
  • Managed customer complaints with patience and empathy, finding solutions to improve satisfaction and encourage repeat business.
  • Ensured merchandise was properly stocked and displayed, keeping the sales floor clean, organized, and customer-friendly.

Education

Bachelor of Science - Information Technology

Georgia Southern University
Statesboro, GA

Skills

  • Software Installation
  • Hardware Installation
  • Troubleshooting
  • Active Directory
  • Imaging
  • MS Office
  • Windows
  • MacOS
  • Apple iOS
  • Office365
  • Jitbit
  • Conflict Resolution
  • Time Management
  • Documentation

Timeline

Service Desk Specialist

Drew Eckl & Farnham
01.2024 - 08.2024

Lab Technician

Apto Solutions
01.2022 - 08.2024

Sales Associate

Shoe Dept Encore
10.2018 - 11.2021

Bachelor of Science - Information Technology

Georgia Southern University

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Breona Fennie