Sahara Wells
Atlanta
Summary
Detail-oriented professional with a background in technology support and marketing coordination. Experienced in managing schedules, tracking data, and providing accurate reporting to support business growth. Proficient in Microsoft Office, email marketing platforms, and Shopify with a proven ability to work independently in remote environments while meeting deadlines.
Overview
3
3
years of professional experience
1
1
year of post-secondary education
Work History
Service Desk Analyst
CBS
Atlanta
11.2019 - 01.2022
- Provide technical support by telephone, email, or remote support and troubleshoot, diagnose and resolve all IT related issues for all CBS division employee and dispatch any incidents or service requests as necessary.
- Properly diagnose technical issues (i. e.: hardware, software, email, LAN issue, etc.) and troubleshoot all standard applications in the application and software portfolio.
- Resolve all level 1 issues such as network access, password resets, email rights, new ID account requests, changes, and deletions and escalate calls to proper support groups to ensure that all requests are being handled in a timely manner.
- Operate within a team while maintaining the skill set to work autonomously and prioritize multiple issues, completes tasks in a timely and efficient manner, and utilize existing hardware and software knowledge in a dynamically changing environment.
Warehouse Worker
FedEx
Ellenwood
10.2018 - 12.2019
- Performed daily inventory cycle counts and resolving any inaccurate counts.
- Executed annual and daily cycle counts on items to ensure correct inventory.
- Assisted with inventory maintenance processes such as cycle counts and inventory discrepancy resolutions.
- Performed annual physical inventory, cycle counts, and investigated any daily inventory discrepancies.
- Performed weekly cycle counts on warehouse material and full warehouse inventory verification.
Application/Help Desk Support
Touchpeak Software
Atlanta
08.2019 - 11.2019
- Provided Application/Help Desk support (level 1 and 2) for customer deployed & hosted applications, terminals, and POS Systems. Also participated in product reviews representing internal operations and external customer groups.
- Participated in help desk management with Jira, support, event management, incident management with Zendesk and Salesforce, and strict SLA monitoring and also maintained internal application and infrastructure maintenance (server infrastructure hosted with Amazon Web Services.
- Created technical documentation for solution fixes, releases and best practice implementation guides for new employees and performed post-sales implementation support for new customer installations, regression tests, and QA support for future code releases.
- Supported Process Management per the Support Process, Implementation Support, Windows Administration, and Remote Desktop Connection to Windows 2012 Server, Ubuntu images, and Active Directory Implementation.
Customer Product Support Representative
Concentrix - Apple
Remote
01.2019 - 08.2019
- Assisted customers with iPhone, iPad, iPod Touch and Mac laptops/desktops issues and provided support in a timely, professional manner while navigating multiple software programs, windows applications, and web-based tools.
- Documented the caller's issue, assumed full ownership and provided assistance utilizing the appropriate support information and documentation and created tickets for all activities that pertain to any existing issues in the call database software.
- Escalated cases when appropriate and determined the most effective solution to a problem. Tracked cases until they were resolved and utilized correct escalation procedures on all irresolvable issues outside of standard scope of support.
- Communicated technical directions over the phone to iOS and Mac/Windows users & resolved complaints and situations calmly and courteously while always-exceeding retention, sales and customer service performance metrics.
- Maintained my home office, troubleshot personal software/hardware, continually monitored phone, email, and voicemail queues, and constantly communicated virtually through communication tools and participated in various team meetings and individual coaching session.
Client Services Remote Technician
Support.com-Xfinity Home
Remote
10.2018 - 05.2018
- Answered inbound calls from security system owners who were having issues with their system and actively listened to customer needs to offer appropriate resolution while always educating customers on products, services, warranties, configurations and benefits of their security system.
- Troubleshot and resolved technical problems using Nexus to remote into PC, MAC, laptop, or tablets & utilized personal knowledge of wired and wireless home networks for multiple network technologies such as cable modems, Wi-Fi repeaters, routers, wireless gateways etc. to resolve issues.
- Communicated technical directions over the phone to computer users & resolved complaints and situations calmly and courteously while always-exceeding retention, sales and customer service performance metrics.
Education
Engineering
Atlanta Metropolitan State College
Atlanta, GA 01.2025 - 08.2025
Skills
- Marketing Coordination & Scheduling
- Shopify Store Management (Basic Setup, Product Uploads, Content)
- Data Tracking & Weekly Reporting (Excel, Analytics Tools)
- Content Proofreading & Copy Editing
- Customer Communication & Retention
- Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
Timeline
Engineering
Atlanta Metropolitan State College
01.2025 - 08.2025
Service Desk Analyst
CBS
11.2019 - 01.2022
Application/Help Desk Support
Touchpeak Software
08.2019 - 11.2019
Customer Product Support Representative
Concentrix - Apple
01.2019 - 08.2019
Warehouse Worker
FedEx
10.2018 - 12.2019
Client Services Remote Technician
Support.com-Xfinity Home
10.2018 - 05.2018