Karminque Danielle Clark
Atlanta
Summary
Detail-oriented IT Support Specialist with over 5 years of experience providing Level 1–3 technical support, managing system access, and maintaining infrastructure performance. Proven ability to resolve escalated issues, administer helpdesk systems, and collaborate across teams to ensure seamless operations. Skilled in Microsoft 365, Active Directory, Azure, and remote support tools. Committed to delivering secure, efficient, and user-focused IT solutions.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Tolling Operations Systems Administrator
State Road Tollway Authority (SRTA)
07.2024 - Current
- Provide Level 1–2 support for SRTA’s tolling systems, resolving user issues and escalating as needed.
- Administer user access, permissions, and account profiles across multiple platforms (Rite Suite, Neology, ViaPlus, Operian CBO).
- Lead Change Control Board meetings to evaluate and approve system modifications.
- Monitor system performance and coordinate repairs to minimize downtime and revenue impact.
- Conduct quarterly audits to ensure compliance with DOAA standards.
- Manage helpdesk tickets via FreshService and ROMS, ensuring SLA adherence and resolution tracking.
- Collaborate with integrators and internal teams to resolve escalated technical issues.
- Support patching and upgrades across SRTA systems, focusing on security and performance.
Network Support Specialist
Insight Global / Cricket Wireless AT&T
01.2022 - 03.2024
- Delivered remote and onsite support for hardware/software issues, including reimaging and configuration.
- Maintained detailed documentation of troubleshooting steps using Cherwell.
- Supported mobile devices and network equipment including Dell PCs, iOS tablets, and firewalls.
- Diagnosed and resolved client computing issues, contributing to system stability and user satisfaction.
Technical Support Specialist
UKG
01.2021 - 01.2022
- Resolved payroll software errors using Citrix and Microsoft SQL Server.
- Updated employee data and generated reports via SQL queries.
- Tracked customer interactions and resolutions using Salesforce and Jira.
IT Support Technician
Bankers Fidelity Life Insurance Company
01.2020 - 01.2021
- Provided technical support for system hardware/software and Cisco VoIP.
- Assisted customers with plan changes and regulatory navigation.
Customer Service/Help Desk Representative
Employees Retirement System of Georgia
01.2015 - 01.2018
- Supported users with online tools and retirement account inquiries.
- Used Oracle CRM and Cisco systems to manage customer data and communications.
Education
Computer Science
University of West Georgia
Carrollton, GASkills
- Software & Tools: Microsoft 365 Windows Server 2016–2022 Active Directory Azure Intune Citrix TeamViewer Jira Power BI Report Server Salesforce Cherwell FreshService ROMS
- Networking & Systems: LAN/WAN/VLAN/WLAN IPV4/IPV6 Firewall & Router Configuration RDP Virtual Networks Meraki Dashboard Mobile Device Management
- Hardware: Dell OptiPlex PCs Apple iOS Tablets Ingenico Terminals CheckPoint Firewalls Cisco VoIP
- Scripting & Admin: PowerShell GPO User Access & Permissions Patch Management Inventory Control
- Certifications: Google IT Support Professional Certificate
Certification
Google IT Support Professional Certificate
Timeline
Tolling Operations Systems Administrator
State Road Tollway Authority (SRTA)
07.2024 - Current
Network Support Specialist
Insight Global / Cricket Wireless AT&T
01.2022 - 03.2024
Technical Support Specialist
UKG
01.2021 - 01.2022
IT Support Technician
Bankers Fidelity Life Insurance Company
01.2020 - 01.2021
Customer Service/Help Desk Representative
Employees Retirement System of Georgia
01.2015 - 01.2018
Computer Science
University of West Georgia
Similar Profiles
Shinera ParkerShinera Parker
Procurement Specialist at State Road & Tollway Authority-SRTAProcurement Specialist at State Road & Tollway Authority-SRTA
Tiana S. DanielsTiana S. Daniels
Tech Support Professional (contract) at State of Georgia, State Road and Tollway AuthorityTech Support Professional (contract) at State of Georgia, State Road and Tollway Authority
Millicent MartinMillicent Martin
Customer Service Representative at State Road & Tollway AuthorityCustomer Service Representative at State Road & Tollway Authority
Travis MayTravis May
Customer Service Rep I Remote at HomeCare DeliveredCustomer Service Rep I Remote at HomeCare Delivered
Larry Bailey Jr.Larry Bailey Jr.
Retail Sales Associate at Home DepotRetail Sales Associate at Home Depot