Web Development / Technical Support

Objective

To obtain a challenging, tech-oriented position in which I can further expand and reinforce my knowledge while interacting directly with both coworkers and clients.

Education

Columbus State Community College January 2015 - Current

Columbus, OH – Computer Science, Web Development

ITT Technical Institute September 2009 – September 2011

Hilliard, OH – Computer Networking Systems

Completed nearly two years of coursework toward an Associate of Science.

Grove City High School Graduated 2009

Grove City, OH – Technical Pathway, Administrative Support

Member, Business Professionals of America

Business Professionals of America State Competition, First Place, Desktop Publishing, 2009

Experience

Spectrum – Columbus, OH August 2017 – Current

Business Class Technical Support Rep Tier III

Remote troubleshooting of ISP provided equipment, modem scripting, billing inquiries, payment processing, technician scheduling, escalation management, order entry, and general customer care.

●Maintaining an average handle time between 600-700 seconds from beginning of call to completion of documentation.

●Thorough documentation utilizing Salesforce, ICOMS, CSG, and internal applications.

Nationwide Mutual Insurance Co. – Dublin, OH June 2016 – November 2016

IT Service Desk Technician

First line technical support to all internal Nationwide Associates, Contractors, and Agents while maintaining a standard of customer service and timeliness.

●Support all technical issues to fullest extent utilizing Nationwide documentation and knowledge bases as a guideline. Escalating to appropriate internal team when necessary.

●Thorough documentation of all calls and interactions within ServiceNow.

●Maintaining an average handle time below 645 seconds from beginning of call to completion of documentation.

Avnet – Groveport, OH June 2015 – May 2016

Technical Support Representative II

Direct OS tech support to Allstate insurance agents for machines compliant with the company-wide desktop reinvention program. Maintaining an exceptional level of customer service, as well as an ASA of 1:30 or less.

●Support includes virus/malware removal, OS configuration, user account creation/removal, software removal/installation, network troubleshooting, internet browser troubleshooting, update management, OS refresh/reset, peripheral troubleshooting/configuration, BitLocker management, bios configuration, hardware diagnostics, verifying compliance, rerouting to necessary departments, etc.

●Thorough documentation of all calls and equipment supported in SAP.

●Placed in the role of Tier 3. Responsible for handling internal and Allstate-created escalations. Regularly communicating with OEM vendors as well as agents in order to resolve and de-escalate critical hardware issues.

Micro Center – Columbus, OH September 2013 – June 2015

Sales Associate

Providing prompt, courteous, and helpful service to all customers through direct interaction, phone and email. Answering questions and providing demonstration regarding the use, setup, and troubleshooting of products covering a broad spectrum of categories including printers/scanners, home and business networking, on-site and network RAID storage configurations, cellular and VoIP phone systems, professional audio/video and all computer peripherals.

Skills

●HTML5, CSS3, and Javascript.

●Experience with jQuery, Node.js, Express, MongoDB

●Preprocessors and Compiling Tools: Sass / CodeKit / Prepros

●Basic use of version control: Git / Bitbucket

●Experience in XAMPP/MAMP Environments + MySQL / PHP

●Light use of Bootstrap / Bourbon / Foundation

●Agile: Scrum / Kanban

●Understanding of networking protocols.

●Knowledge of Adobe CC.

●Average typing speed 60-70 wpm.

●Proficient in Microsoft Office.

●Excellent verbal and written communication.

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