Austin Perkins

Community, customer, and system support and administration specialist

**** ********* ****

Cleveland, OH 44135

734-***-****

adnoz2@r.postjobfree.com

EXPERIENCE

Whelan Event Staffing Services, Coon Rapids, MN — Event Staff & Security

MAY 2018 - MAY 2021

- Headquartered in Minnesota; handled event staff and security duties in Cleveland, OH.

-Held Ohio Security Guard license to handle event security tasks including bag checks and magnetometer operations, facility patrols, loss prevention, utilizing de-escalation techniques as situations arose, coordinating with law enforcement as needed.

- As required, performed usher and ticket taking tasks, guest services duties including providing directions to venue features, retail outlets, and transportation; troubleshooting mobile venue map application and mobile ticketing application, assisting ADA guests while complying with ADA requirements.

VOLUNTEER PROJECTS

Online Niche Interest Community — Community Manager & Systems Administrator

APRIL 2014- PRESENT

- Resolve tickets with issues varying from abuse reports to troubleshooting client and server-side technical issues and forwarding bug reports upstream to software developers.

- Assist with managing a 10-15 member volunteer team under oversight of the community owner working within the bounds of our terms of service while overseeing a community of ~1000 members with a focus on privacy and security.

- Assist with planning and implementing Patreon perks, community events, and terms of service updates as needed.

- Write support articles for ticket system knowledge base and blog.

- Maintain several VPS instances (Ubuntu), DNS, web servers (NGINX, Apache), reporting systems (Zabbix, Grafana), IRC servers and services

(inspIRCd, Anope), support ticket software (OSTicket). SOFT SKILLS

Ability to quickly assess issues

with proficiency in interpreting

non-technical language to get to

the root of an issue with

software.

Apply de-escalation techniques

where applicable while using

empathy and calm tones and

neutral language.

Proficient in determining

troubleshooting steps and

locating resources and

documentation.

SOFTWARE & TECHNICAL

SKILLS

Microsoft Office Suite -

proficient in Word and Excel

Quick to grasp - new software

and systems, documentation.

Adept at using ticketing and

version control software.

Knowledgeable with Windows

and Linux-based systems -

setup and installation of

software; maintenance of

remote and local systems.

EDUCATION

North Monterey County

Center for Independent

Study, Salinas, CA

DECEMBER, 2010

High School Diploma

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