Fantashia Tyson
Chicago
Summary
Experienced with system analysis, integration, and deployment. Utilizes problem-solving skills to address technical challenges and optimize system performance. Track record of enhancing system reliability and supporting team objectives.
Analytical professional committed to delivering impactful system implementations. Known for effectively collaborating with teams to ensure successful project outcomes. Highly adaptable with focus on problem-solving and continuous improvement.
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Help Desk Analyst
Medline
Remote
09.2025 - Current
- Diagnose and resolve basic problems using documented procedures and checklists in the performance of most responsibilities.
- Enter call data into a tracking system.
- Escalation of problems to higher level technical support professionals when necessary.
- Support for client customers that order client products through client website
- Provided technical support to end-users, resolving hardware and software issues efficiently.
- Streamlined ticketing system processes, enhancing response times and user satisfaction.
Senior Help Desk Analyst
Northwestern Mutual
Franklin, Wisconsin
11.2023 - 09.2025
- Monitored service desk queues for incoming tickets requiring assistance or escalation.
- Maintained user profiles, passwords, security settings, in accordance with company policies.
- Provided technical support to end users via phone, email, chat, and remote access tools.
- Walked customers through processes of installing software or hardware and initial program start up procedures.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
Implementation Analyst
Colibri Group
10.2020 - 11.2023
- Coordinated with external vendors during system implementations or upgrades, ensuring timely completion within project constraints.
- Enhanced system performance by identifying and resolving technical issues through thorough analysis and troubleshooting.
- Implemented software updates across multiple platforms, maintaining optimal functionality and security standards.
- Streamlined processes through the development and implementation of automation tools, resulting in improved efficiency.
- Trained new hires on company-specific tools, systems, and best practices to ensure smooth integration into the team.
- Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
- Developed strong relationships with clients, fostering trust and confidence in the implementation process.
Tech Support Specialist
Tech Solutions
08.2020 - 09.2021
- Assisted in technical support process refinement to improve customer service and support.
- Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Applecare Advisor
Apple
07.2019 - 08.2020
- Assisted in technical support process refinement to improve customer service and support.
- Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Technical Support
Intouch
08.2017 - 07.2019
- Performed daily maintenance of computer systems to keep network processes fluid.
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Advised customers and users regarding required maintenance practices of diverse software systems for OEM warranty requirements and industry best practices.
- Responded to 15 individual tickets every three minutes to provide end-user support on Zendesk.
- Responded to support tickets within 3 minutes to improve customer service.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Assisted online users via live chat, web conference and phone to resolve issues related to computers, phones, consoles and use for access.
Education
Bachelor's degree - Healthcare Administration
Kaplan University
Davenport, FL10-2018
Skills
- Zendesk
- Front desk
- Leadership
- Technical support
- Databases
- Employee evaluation
- Search engines
- Customer service
- Desktop support
- Help desk
- Computer skills
- Kronos
- Account management
- Software troubleshooting
- Research
- Live chat
- Customer support
- Security
- Surveillance
- Workday
- Computer networking
- Microsoft Office
- Administrative experience
- Communication skills
- Operating Systems
- Network Support
- Active Directory
- Troubleshooting
- Microsoft Windows
- Salesforce CRM
Accomplishments
- Led successful LMS implementation projects at Colibri Group, including client onboarding, training delivery, and content integration for multiple banking institutions.
- Recognized with Employee Excellence Award at Apple for top-tier customer satisfaction and performance in multi-tier technical support.
- Resolved over 90% of escalated tickets at Comcast and AppleCare within SLA, contributing to improved workflow and customer trust.
- Earned CompTIA Security+ Certification, strengthening technical troubleshooting, system security knowledge, and IT compliance awareness.
Certification
- First Aid Certification
- Forklift Certification
- AED Certification
- CompTIA Security+
ACTIVITIES AND HONORS
Founder, MendHER Nonprofit Initiative – Established a wellness-based organization to provide culturally responsive mental health resources for women of color., Mental Health Advocate – Actively engage in community outreach and wellness education to reduce stigma and promote healing., Implementation Team Recognition (Colibri Group) – Recognized for excellence in client training and cross-team collaboration during LMS rollouts., Volunteer Technology Coach – Assisted underserved communities with digital literacy and technology troubleshooting., Employee Spotlight Award (Apple) – Highlighted for high customer satisfaction scores and multi-tier support excellence.
Timeline
Help Desk Analyst
Medline
09.2025 - Current
Senior Help Desk Analyst
Northwestern Mutual
11.2023 - 09.2025
Implementation Analyst
Colibri Group
10.2020 - 11.2023
Tech Support Specialist
Tech Solutions
08.2020 - 09.2021
Applecare Advisor
Apple
07.2019 - 08.2020
Technical Support
Intouch
08.2017 - 07.2019
Bachelor's degree - Healthcare Administration
Kaplan University