Charity Stevens
Level 2 Support analyst at Shi InternationalAdvanced Technical Support | Product Knowledge Leader | Solving High-Impact Issues
- Role
- Level 2 Support Analyst at SHI International Corp.
- Location
- Georgetown, TX, US
- LinkedIn followers
- 500 followers
About Charity Stevens
Experienced Tier 3 Support Specialist at various companies, at The Home Depot, I delivered expert technical support to thousands of internal employees, ensuring smooth operations across macOS and Windows environments. I specialized in resolving complex issues involving enterprise systems and applications such as Office 365, Outlook, Excel, Word, PowerPoint, Single Sign-On (SSO), Active Directory, VPN, Workspace ONE, and JAMF. From system troubleshooting to password management and advanced tool support, I was trusted to keep IT operations running efficiently.Previously at Apple, I served as a Level 2 Support Specialist, where I provided top-tier customer support for macOS and iOS devices. I helped users navigate a variety of technical issues and product questions, consistently delivering user-focused solutions with patience and precision.Across both roles, I’ve built a career on technical expertise, clear communication, and a commitment to improving the end-user experience.Accomplishments – Tier 3 Support Specialist• Resolved 1,500+ high-priority support tickets across macOS and Windows platforms, maintaining a resolution rate 20% above team average.• Streamlined issue escalation processes, reducing ticket handling time by 30% by creating internal documentation for recurring problems.• Led deployment and support of enterprise tools such as Workspace ONE and JAMF, enhancing system stability and employee device management.• Improved first-time resolution rates by mentoring Tier 1 and Tier 2 support staff and developing knowledge base articles on common enterprise issues.• Collaborated with InfoSec and Network teams to troubleshoot and resolve VPN and SSO authentication issues affecting critical user access.• Received internal recognition for delivering outstanding customer service and maintaining composure during high-impact incidents and system outages.• Reduced downtime for critical business apps like Outlook, Office 365, and Active Directory by proactively identifying root causes and implementing fixes.• Played a key role in onboarding and offboarding processes, ensuring smooth transitions with secure system access setup and data management.
Experience
Level 2 Support Analyst
Nov 2025 — Present · Austin, TX, US
Education
Austin Community College
Cyber
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