K D

Operations and IT Support Leader with 10+ years of experience delivering Tier 1 & Tier 2 technical support, managing field and office operations, and leading high-performing teams. Known for rapid learning, strong troubleshooting ability, and hands-on technical problem-solving across Windows systems, networking, hardware, and communications equipment. Experienced in workflow coordination, documentation, compliance, and customer experience excellence.

Background includes behavioral support, crisis management, and special-needs travel logistics.

Completed

Google IT Support Professional Certificate and OSHA 30-Hour General Industry Safety Certification. Seeking hybrid/office roles in IT Support, NOC Operations, Service Delivery, or Technical Leadership.

Advanced Services Technician | Acting Team Lead | Commercial Support Technician - Comcast Communications - Atlanta, GA

(2016-01)

Delivered Tier 1–Tier 2 support for residential and commercial customers, resolving complex issues involving Windows systems, network connectivity, VoIP, video, and data services.

• Supported commercial installations including high-bandwidth data services, business voice solutions, and advanced modem/router configurations.
• Conducted advanced troubleshooting on HFC networks, isolating and resolving signal impairments impacting business continuity.
• Performed network testing, modem provisioning, signal level analysis, and equipment validation for commercial accounts.
• Completed commercial site surveys, equipment placement planning, and coordination with Business Services teams.
• Served as on-site escalation support, assisting lower-level technicians and partnering with Head End, Construction, and Network Operations teams.
• Managed daily operations as Acting Team Lead for 10+ technicians, including scheduling, workflow coordination, coaching, and performance support.
• Trained new hires on troubleshooting, safety, documentation, and customer service standards.
• Maintained detailed service tickets, technical documentation, and compliance records.
• Awarded Tech of the Year and Tech of the Region for exceptional performance and service quality.
• Performed physically demanding tasks including lifting 70+ lbs, operating ladders, and working in diverse commercial environments.

Residential Team Lead / Direct Support Professional (DSP) - Growth Horizons - Philadelphia, PA

(2003-01 - 2014-12)

Supported adults with intellectual and developmental disabilities (I/DD) in community-integrated residential programs.

• Assisted with ADLs including bathing, dressing, grooming, hygiene, and meal preparation.
• Provided life-skills coaching in cleaning, laundry, grocery shopping, and cooking.
• Coordinated transportation to community activities, day programs, medical appointments, and social events.
• Monitored client health, documented changes, and supported medical care coordination.
• Implemented individualized support and behavior plans; de-escalated conflicts and maintained a safe environment.
• Maintained accurate daily notes, progress documentation, and incident reports in compliance with state regulations.
• Managed staff scheduling, training, and regulatory adherence as Residential Team Lead.

Direct Support Professional (DSP) - Woods Services - Philadelphia, PA

(2010-01 - 2013-12)

Performed the same responsibilities as Growth Horizons, supporting adults with I/DD through ADLs, behavioral support, documentation, transportation, and crisis management.

Travel Support Specialist (Special Needs Care) - Special Vacations - Philadelphia, PA

(2005-01 - 2013-12)

Supported individuals with developmental and physical disabilities during domestic and international travel.

• Administered medications and documented all care activities accurately.
• Performed advanced personal care tasks including colostomy bag changes, gastrostomy tube care, and mobility assistance.
• Operated Hoyer lifts, hydraulic lifts, and accessible transportation equipment.
• Coordinated travel logistics, safety planning, and accessibility needs throughout multi-day trips.
• Provided 24/7 supervision, crisis response, and emotional support.

Independent Contractor (Driver) - Uber

(2015-01 - 2021-12)

Provided safe, reliable transportation services while maintaining high customer satisfaction ratings.

Package Scanner (Seasonal/Part-Time) - Amazon

(2015-01 - 2016-12)

Scanned, sorted, and processed packages in a fast-paced logistics environment while maintaining accuracy and safety.

Package Delivery Helper (Seasonal) - UPS

(2015-01 - 2016-12)

Assisted drivers with package delivery, route organization, and customer interactions during peak seasons.

Bachelor of Business Administration - University of Arizona Global Campus

Google IT Support Professional Certificate - Google (2024-01)