Technical Support Specialist

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LUCAS MOORE

Thornton, ***** CO

*********@*****.*** / 720-***-****

PROFESSIONAL SUMMARY

Experienced and innovative engineer with a diverse background in technical support, infrastructure management, graphic design, and business operations. Proven ability to manage critical escalations, collaborate with cross-functional teams, and provide training and mentorship. Strong expertise in server configuration, maintenance, root cause analysis, and deploying software and hardware. Adept at using enterprise ticketing tools such as TTP, Rally, Jira, and Confluence. Skilled in graphic design and 3D modeling with a keen eye for detail and creativity. Committed to delivering high-quality solutions and ensuring customer satisfaction through effective troubleshooting and clear communication. Completed courses with a 3.85 GPA towards a Bachelor of Science in Video Game Art and Design from Westwood College of Technology.

SKILLS

• Technical Support

• Support and Infrastructure

• Server Configuration

• System Maintenance

• Root Cause Analysis

• Training and Mentorship

• VMWare

• Citrix Xen Server Xen App

• Business Operations Management

• Client Relations

• Enterprise Ticketing Tools

• Project Planning

• Software Deployment

• Hardware Deployment

• Customer Advocacy

• Field Defect Identification

• Field Defect Reporting

• Agile Processes

• Windows Server Management

• Troubleshooting Techniques

EXPERIENCE

Lead Global Escalation Manager / Webroot - Broomfield, CO 08/2010 - 07/2024

• Provided technical support to diagnose and troubleshoot product and development issues.

• Applied specialized technical knowledge to effectively diagnose and resolve complex problems.

• Collaborated with interdisciplinary teams to achieve timely resolution of technical behaviors.

• Ensured thorough documentation of all engineering activities adhering to established protocols.

• Managed critical escalations to minimize operational downtime and optimize customer satisfaction.

• Developed and optimized escalation procedures to streamline operational efficiency and effectiveness.

• Wrote acceptance criteria for defect and user story submissions.

• Built and test virtual machines for Quality Assurance testing using a variety of solutions.

• Performed debugging and Quality Assurance testing for upcoming releases and new products.

• Performed technical interview screening for new members of the team.

• Advocated for customer concerns, bug and feature requests during weekly Product Standup Meetings.

• Consulted with Sales Engineers to maximize sales opportunities. Owner Graphic Artist and 3d Designer / Integrated Graphics - Thornton, CO 12/2009 - 07/2010

• Managed daily operations of business, including hiring and training staff.

• Developed visually appealing marketing materials, logos, and branding assets.

• Utilized advanced software tools for 3D rendering and animation.

• Negotiated with vendors to gain optimal pricing on products resulting in substantial increase in profit margin.

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• Developed visually appealing marketing materials, logos, and branding assets.

• Enhanced operational performance by developing effective business strategies, systems and procedures. Insurance Claims Agent / The Warranty Group - Golden, CO 04/2005 - 01/2008

• Collaborated with adjusters, and legal teams to resolve claims.

• Provided excellent customer service by addressing inquiries and resolving issues promptly.

• Ensured timely and fair settlement of claims while minimizing company liability.

• Utilized computer systems for tracking, information gathering and troubleshooting.

• Communicated with policyholders to gather necessary information and provide updates.

• Processed and evaluated insurance claims to ensure accuracy and compliance. Backroom Receiving / Target - Thornton, CO 07/2004 - 03/2005

• Conducted regular inventory audits to ensure accuracy and prevent discrepancies.

• Operated equipment such as forklifts and pallet jacks safely and effectively.

• Monitored stock levels and communicated any discrepancies to supervisor.

• Received and processed incoming shipments accurately and efficiently.

• Verified and documented the quantity and quality of received goods.

• Organized and maintained inventory in the backroom to ensure easy access and retrieval. Tier II Technical Support / Affiliated Computer Services - Tualatin, OR 05/2002 - 08/2003

• Collaborated with development teams to address recurring issues and provide feedback for product improvement.

• Provided training sessions for new employees on the use of technical support equipment and procedures.

• Delivered exceptional customer service by maintaining clear communication and ensuring timely resolution.

• Assisted Tier I support with escalated cases, offering guidance and expertise.

• Provided advanced technical support to resolve complex customer issues.

• Diagnosed and troubleshooted hardware and software problems. Installation Support (Contract Representing IBM) / Sateri Group - Denver, CO 09/2000 - 04/2001

• Delivered training and guidance to customers on the use and maintenance of installed systems.

• Collaborated with IBM engineering teams to address and escalate complex problems.

• Documented installation processes and provided detailed reports to clients and management.

• Provided on-site and remote installation support for IBM products and solutions.

• Assisted customers with the setup and configuration of hardware and software systems.

• Conducted pre-installation assessments to ensure compatibility and readiness.

• Implemented and refined escalation procedures to enhance operational efficiency. EDUCATION AND TRAINING

Bachelor of Science: Video Game Art and Design 01/2008 Westwood College of Technology - Denver, CO

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