Technical Support Agent
Resume:
Levi Ashing
Technical Support Agent (TSA Level *) - Technical Support
Specialist (TSS Level 2) - Enterprise Architect (EA) - Sustaining Engineer (Level 3) - Resident Engineer (Telecom Bridge Engineer)
- Customer Service Representative (CSR)
Longmont, CO 80501
****.******@*****.***
EXPERIENCE
Qu Beyond (POS) - Sustaining Engineer
July 2023 - October 2023
Tracking/ managing customer projects, ensuring all teams active on resolution prior to releasing software upgrades. Ensuring teams were aware of customer needs/completing Feature requests as required in software releases. Tracking updates, testing new software prior to release, showing new release builds to clients prior to actual release. Par Technology (POS) - Enterprise Architect
August 2022 - December 2022
Creating custom layouts within the software. Taking customer needs/requests and creating custom layouts,buttons and functions within the Point of Sale software. Testing and engineering hardware to function properly with software.
Par Technology (POS) -Point Of Sale - Technical Support Agent / Technical Support Specialist
April 2018 - August 2022
Technical Support Agent - Point of sales customers, such as Dairy Queen & Five Guys were the main customers. Our daily duty was to resolve or escalate to the appropriate resolution groups. Basic network troubleshooting, Software & hardware troubleshooting. Hardware included, “Registers” running windows 7 & 10, Receipt printers, fingerprint scanners, Barcode scanners, Cash Drawers & Network hardware. Software included Drivers, updates & downloads. Technical Support Specialist - Assisting with Technical Support agents taking live calls/cases, Resolving register synchronization issues. Escalating known issues to sustaining engineers. Working server upgrades ensuring all sites are working as intended.
British Telecom (BT) - Resident Engineer
November 2016 - June 2017
AV/VC Technician- Supporting client needs and requests, answering inbound calls. Maintaining group - client emails. Setting up video conferences. Ensuring no issues are to occur during client video conferences. Completing equipment testing for certification. Checking audio, video and content sharing. Called out to client equipment from BT bridges, using ISDN, SIP and IP address. Troubleshooting Audio and video components.
SKILLS
Active Directory
AV/VC
Agent Training
Agent Mentoring
Account Management
Customer Service
Customer Satisfaction
Cisco/Jabber/WebEx
Clarify
Knowledge Creation
EBLVD Remote
Five9
Remote Care
Transition Training
Linux
Mainframe
Remedy
Remote Assistance
Reporting
Windows 7,8,10
Citrix XenApp
Microsoft Application
Support
Service Now
Outlook
IBM, Boulder — Help Desk Level 1/ Remote Assistance May 2014 - November 2016
Working in a call center environment meeting all call requirements, diagnosing issues described, searching knowledge base for rapid resolution. Handling up to 40 calls per day with a high First Call Resolve Ratio. Provided end user support for different computer platforms, network troubleshooting and software troubleshooting. Navigating through platforms such as Windows, Linux, Citrix and Virtual Machines.
IBM, Boulder—Help Desk Level 2/ Outage Support
May 2015 - November 2016
Assisting Level 1 agent with call support and knowledge. Mentoring and training newly hired agents. In depth issue investigation. Using remote assistance to resolve customer issues. Slight account management. Team point of contact. Trusted key holder.
IBM, Boulder - Knowledge Base Support
Creating and updating Help Desk Knowledge base based on agent feedback, customer feedback and corporate feedback. Testing steps before adding to the knowledge base. Meeting customer deadlines with rapid testing and updating. Informing level 1 and 2 agents of current software, hardware and business process changes.
Projects Online Concept Map (POL) — Team Investment For this project I was self motivated to start and complete this projects. This software application had its struggles in the call center. I was able to create the Concept Map and provide it to the agents on the account for a better understanding of the application and how to troubleshoot and resolve the issue. EDUCATION
Centennial BOCES High School, Longmont — High School Diploma
September 2013 - May 2014
Completed all required studies to receive a High School Diploma Professional References
Todd Lunsford
**************@***.***
Robert Kohl
https://www.linkedin.com/in/robertkohl125
*************@*****.***
Jose Nunez
*************@*******.***
RSA SecurID
Telecommunication
Queue Manager
Polycom
VC Endpoint/Troubleshooting
Wireless Support
AWARDS
Account Mentor of the Month
Award
Customer Service Agent of
the Month Award
Outage Agent of the Month
Award
LANGUAGES
English
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