Summary
Overview
Work History
Education
Skills
Timeline
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Alexandra Roark

Covington,KY

Summary

Dynamic Tier 1 Technical Support Representative at Inverse Technology Solutions, adept in network troubleshooting and remote support. Recognized for enhancing customer satisfaction through effective incident management and clear communication. Proven ability to escalate critical issues, ensuring swift resolutions and minimal downtime, while consistently receiving positive client feedback for professionalism.

Detail-oriented Help Desk Tech with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.

Overview

6
6
years of professional experience

Work History

Tier 1 Technical Support Representative

Inverse Technology Solutions
07.2023 - 08.2025
  • Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
  • Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
  • Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
  • Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
  • Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.
  • Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
  • Consistently received positive feedback from clients for professionalism and expertise displayed during support interactions.
  • Provided remote support for customers, guiding them through the resolution process stepbystep.
  • Maintained detailed records of customer interactions, noting solutions provided for future reference.
  • Assisted in creating a knowledge base of common issues and resolutions for use within the support team.
  • Used ticketing systems to manage and process support actions and requests. Closed average 10-25 tickets per day
  • Managed high levels of call flow and responded to technical support needs.
  • Diagnosed and troubleshot hardware, software and network issues.

Security Officer

Allied Universal Security Services
06.2021 - 07.2023
  • Acted quickly during emergency situations to reduce opportunity for damage and injury.
  • Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
  • Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
  • Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
  • Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
  • Reported suspicious activities and persons to law enforcement.
  • Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
  • Improved overall security by conducting regular patrols and monitoring surveillance systems.
  • Screened individuals and prevented passage of prohibited articles into restricted areas.
  • Decreased instances of theft, vandalism, and trespassing through diligent observation and reporting suspicious activities.
  • Responded effectively to emergencies or disturbances, prioritizing the safety of personnel while minimizing property damage or loss.
  • Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
  • Trained new Security Officers in company policies, ensuring consistent knowledge across the team and adherence to established procedures.
  • Ensured proper functioning of security equipment by performing routine inspections, maintenance, and coordinating repairs as needed.
  • Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
  • Responded quickly to incidents and assessed active situations for security concerns.
  • Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
  • Monitored CCTV cameras and alarm systems for security breaches.
  • Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.

Ramp Agent

Amazon
07.2019 - 04.2021
  • Efficiently operated ground service equipment, such as tugs and belt loaders, to facilitate smooth handling of baggage and cargo.
  • Guided 12 aircraft per day into and out of parking positions using hand signals.
  • Maintained clean ramps, preventing trip hazards or debris from interfering with aircraft movements or personnel safety.
  • Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
  • Contributed to a safer work environment by strictly following safety protocols during ramp operations.
  • Coordinated effectively with airline staff, maintaining timely communication on flight schedules and potential issues.
  • Contributed to a positive team environment by actively collaborating with colleagues and fostering open communication regarding ramp operations concerns.
  • Displayed strong attention to detail during aircraft inspections, promptly reporting any observed irregularities or potential hazards.
  • Connected electrical power unit and hoses to aircraft.
  • Demonstrated adaptability by quickly adjusting to changing flight schedules or weather conditions, minimizing disruptions to airport operations.
  • Assisted in reducing turnaround times by efficiently managing the unloading and loading of cargo and luggage.
  • Completed cargo manifests and flight paperwork for proper luggage and flight tracking.
  • Ensured accurate inventory management through meticulous tracking of baggage movement between ramp areas and terminals.

Education

High School Diploma -

Simon Kenton High School
Independence, KY
05.2020

No Degree -

Ignite Institute
Erlanger, KY
05.2020

Skills

  • Network troubleshooting
  • Remote support
  • Ticket management
  • Software installation
  • Software knowledge
  • Escalation procedures
  • Incident management
  • Verbal and written communication
  • Desktop support
  • Data entry
  • Customer service expert

Timeline

Tier 1 Technical Support Representative

Inverse Technology Solutions
07.2023 - 08.2025

Security Officer

Allied Universal Security Services
06.2021 - 07.2023

Ramp Agent

Amazon
07.2019 - 04.2021

High School Diploma -

Simon Kenton High School

No Degree -

Ignite Institute

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Alexandra Roark