Soleil Clayborn
Technical Support Representative @MiTek
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WORK HISTORY
Technical Support Representative @MiTek
Atlanta, GA, US
Managed the full escalation process from intake to resolution, ensuring issues were documented, triaged, and closed efficiently, with more than 90 percent resolved on first contact.• Provided IT and administrative support for tool access, compliance reviews, and onboarding workflows, keeping daily operations seamless across departments.• Partnered with engineering teams to identify recurring platform issues and contributed insights that led to product updates, improving reliability and cutting incident frequency by 25 percent.• Created and maintained structured documentation, including runbooks, troubleshooting guides, and FAQs, to standardize workflows and improve team efficiency.• Facilitated hands-on training sessions for diagnostic tools and escalation processes, increasing team troubleshooting speed by 15 percent and reducing onboarding time for new hires.• Tested new SaaS platform features and delivered feedback that helped refine functionality and strengthen user experience.• Streamlined ticket escalation procedures, reducing average resolution times by 20 percent through process redesign and better documentation.• Supported multiple site launches and closures by coordinating IT setup, tool configuration, and access management to ensure smooth transitions.• Monitored access policies and system compliance to protect sensitive customer data and maintain secure operating standards.
EDUCATION
Georgia State University
Associate of Arts and Sciences - AAS, Design and Applied Arts
ABOUT SOLEIL CLAYBORN
I’m a Technical Support Engineer who helps people and systems work better together. Over the years, I’ve built a career on making complex technology feel simple and approachable. From Apple’s fast-paced environment to MiTek’s SaaS platforms, I’ve learned how to guide technical issues from first report to full resolution, always keeping the customer and the team connected.I see support as more than fixing problems. It’s about creating systems that last, building knowledge that grows with the team, and leading through consistency and trust. I’ve led UAT coordination, built cross-functional teams to improve deployment workflows, and created documentation that empowers both users and colleagues to find their own clarity.My work is guided by curiosity, empathy, and a genuine love for learning. I’ve earned certifications in AI Prompt Engineering, AI Fundamentals, and CompTIA A+, and I’m expanding into SQL and API development to strengthen the bridge between data and user experience.Beyond the technical side, I care deeply about people. As a Pride Board Co-Chair, I’ve helped design and lead initiatives that built stronger community and inclusion across teams. That experience taught me that leadership is not about title but about impact, presence, and care.My focus now is on connecting technology, learning, and human insight. I believe the best solutions are the ones that make people feel capable and supported.
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