Amanda Pardo

With 17 years in technical support and 9 in graphic and web design, I blend problem-solving with creativity. At The Cigna Group, I redesigned logos, developed marketing visuals, and crafted internal communications for 73,000 employees. At Transource Computers, I modernized website content, launched email campaigns, and designed a proposal for the U.S. Marine Corps. Through Punk Pack Rocks, I’ve built direct-to-consumer marketing expertise, driving engagement with branding and digital content. I excel at creating impactful solutions that enhance user experience and amplify brand identity.

Experience

Nov 2022 - April 2025

Technical Support Analyst & Graphic Designer - The Cigna Group

• Supported the Technology Enrichment Learning team’s launch to over 73000 full-time employees including the branding portrayed by the team.

• Centralized team communications by managing the team inbox, ensuring efficient and organized correspondence.

• Improved the effectiveness of new hire targeting by performing detailed data scrubbing within SNOW, ensuring 99% accuracy in targeting and increased class attendance.

• Elevated the team’s visual identity through a comprehensive redesign of the logo and branding.

• Contributed to key initiatives by creating compelling graphic designs, such as modernized signage and engaging Grand Opening assets for The Technology Zone in Hyderabad to welcome over 2000 new colleagues.

Oct 2021 - Nov 2022

Deskside Support Analyst - The Cigna Group

• Delivered comprehensive technical support for PC, Mac, and mobile devices, encompassing both hardware and software with a 98% resolution rate.

• Expertly diagnosed and resolved a wide range of technical issues (break/fix), facilitating efficient operations for Cigna staff of 72k colleagues.

• Managed end-to-end device deployments, ensuring smooth transitions and minimal user impact and downtime.

• Demonstrated strong analytical and problem-solving skills by independently researching and resolving complex technical problems and documenting processes for knowledge base expansions.

• Contributed to team knowledge by creating training resources and improving the design of team communications resulting in 5% shorter average handle time.

• Supported team cohesion and growth through the effective onboarding of 2 new colleagues. 

June 2016 - Present

Owner, Content Creator, Community Manager - Punk Pack Rocks

• Demonstrated graphic design, web development, and photography skills through the creation and management of all content for Punk Pack Rocks.

• Responsibilities include logo design, website design and maintenance, and providing photography for a regularly updated blog and active Discord server administration.

• Built and fostered an online community, achieving a viewership of over 1,000 across social media and the blog.

• Become a fixture within the Arizona music scene.

Nov 2016 - Oct 2021

Premier Support Technical Lead & Subject Matter Expert - Asurion

• Assisted live agents in resolving complex technical issues efficiently, managing multiple requests, & providing targeted solutions while maintaining 98% NPS.

• Handled both technical and non-technical escalations with patience, professionalism, and strong problem-solving abilities, effectively de-escalating frustrated customers maintaining a 97% resolution rate.

• Conducted weekly side-by-side coaching and on-the-spot training for struggling agents, improving their technical proficiency and customer handling skills.

• Provided reassurance and guidance to agents dealing with difficult customer interactions, reinforcing a positive company image.

• Aided the training department with Residency, offering immediate support and fostering a welcoming environment to help new agents adapt quickly.

• Consistently acknowledged for integrity, dedication, and maintaining a positive attitude in high-pressure situations.

Apr 2014 - Nov 2016

Premier Support Specialist - Asurion

• Delivered exceptional customer service to Verizon Wireless customers and agents via live phone support.

• Maintained an up-to-date knowledge base of new device technologies to provide accurate assistance.

• Consistently exceeded metric goals, demonstrating high performance standards for new hire classes and teammates.

• Quickly adapted to evolving training, coaching, and client requirements to maintain top-tier service.

• Stayed informed on product updates and promotions to enhance customer interactions.

• Resolved customer issues effectively within a broad support scope, ensuring high-quality service regardless of the number of follow-ups required.

• Earned six perfect Quality Scores and was recognized as ‘Hero of the Month’ for outstanding performance.

• Invited to the ‘Hero Cafe’ in recognition of excellence in customer service.

• Promoted to the Pilot Chat Team, contributing to the development of department standards and best practices.

Dec 2012 - Feb 2014

Technical Support Representative - Support Solutions

• Resolved diverse software, configuration, and hardware issues via phone and remote server access.

• Managed Windows and Linux-based server systems, including WHM, cPanel, and Plesk administration.

• Assisted in large-scale server upgrades and migrations to improve system performance.

• Created and maintained customer and technician knowledge bases for efficient issue resolution.

• Handled complex technical issues, billing concerns, and service performance disputes with professionalism.

Oct 2011 - Dec 2012

Delivery Driver - Jimmy Johns

• Efficiently assembled sandwiches while following company recipes and portion guidelines.

• Ensured order accuracy before delivery to maintain customer satisfaction.

• Delivered food in a timely manner while upholding Jimmy John’s “freaky fast” service standard.

• Handled cash transactions accurately, including processing payments and making change.

• Maintained cleanliness in food preparation and customer service areas.

• Provided friendly customer service to create a welcoming experience.

June 2011 - Oct 2011

Marketing & Web Designer - Transource Computers

• Led the transition from an outdated website to a modernized, visually engaging digital presence, enhancing user experience and brand consistency.

• Developed and executed an email marketing campaign, leveraging strategic design and compelling content to drive engagement.

• Designed and assembled visually polished quote materials for the United States Marine Corps, ensuring clarity and professionalism in client communications.

• Created and organized print materials for trade shows, maintaining brand consistency and optimizing impact.

• Managed vendor communications to ensure accurate and high-quality product representation across web and print formats.

• Assisted sales teams in trade show preparation, contributing to streamlined event execution and promotional success.

June 2010 - June 2011

Temporary Data Analyst - All About People

• Performed data entry with speed and accuracy to support business operations.

• Utilized Excel for organizing and analyzing data effectively.

• Maintained strong attention to detail to ensure data integrity and minimize errors.

• Received two contract extensions based on performance and reliability.

Feb 2010 - May 2011

Technical Support Representative - Pace

• Provided technical support for cable internet services, troubleshooting connectivity and equipment issues.

• Utilized CRM software to document customer interactions and streamline support processes.

• Maintained a 98% Net Promoter Score, demonstrating exceptional customer satisfaction and service quality.

• Effectively multitasked by handling multiple customer inquiries while maintaining accuracy and efficiency.

• Educated customers on best practices for optimizing internet performance and resolving common issues.

Education

Sep  2005 - June 2010

Art Institute of Phoenix, Phoenix, AZ - Web Design & Interactive Media

Skills

Communication | Crisis Management | Life-long Learner | Problem Solving | Adaptability | Collaboration | Troubleshooting | Still & Motion Graphics | Visual Storytelling | Professional Photographer | Videographer | WHM | cPanel | DNS Configuration | Service Now | KANBAN | Jira | LMS | CRM Systems | Canva | Clip Studio Paint (CSP) | Affinity Suite | Adobe Creative Suite | Microsoft Office Suite | Pen & Tablet Digitizer | Live Event Coverage | User Experience  (UX/UI) | Web Development | SharePoint Development | Hardware & Software Break/Fix | A/B Testing | Sensitive Data Triage | Attention to Detail | Photo & Video Editing | Community Engagement | Customer Support | Discord Administration | Forum Administration | Content Strategy | SEO Optimization | Digital Content Creation | Print Media Creation | Social Media Management | Audience Engagement | Copywriting | Blog Writing | Brand Messaging | Campaign Performance Analysis | Moderation | Policy Enforcement | Various Streaming Platforms | Digital Marketing | Conflict Resolution | Online Community Growth | Post-Production Editing | Remote Server Monitoring | Incident Response | Technical Documentation | Cash Handling | Delivery Driving | Inventory and Mail Processing | Customer Service | Escalation Handling | Attention to Detail | Call Center Training | Customer Experience | Analytical Skills | Cellular Communications

Awards

Cigna 2024 Quarterly Standout Award Recipient

Asurion “Hero Of the Month” 2015