Support Specialist Technical

Mountain Osborne

Application Support Specialist

Seattle, Washington, United States • ***************@*****.*** • 480-***-**** • www.linkedin.com/in/mountain-osborne- b6a51b219

Dedicated Application Support Specialist with a robust history in technical support and a passion for leveraging technology to solve complex problems and enhance user experiences. Currently pursuing a degree in Information Technology. PROFESSIONAL EXPERIENCE

Application Support Specialist MetaSource Remote May 2023–Present

• Oversee user account management by creating and deactivating accounts as well as performing password resets to ensure secure access for users.

• Analyze performance metrics by generating comprehensive reports, enabling the identification of areas for quality improvement and operational efficiencies.

• Deliver training sessions for both internal and external users on software applications, enhancing user proficiency and satisfaction.

• Assist with strategic projects, collaborating with cross-functional teams to ensure project objectives align with user needs and company goals.

• Monitor software performance continuously, communicating issues and collaborating with management to facilitate timely resolution of identified problems.

• Conduct data imports into spreadsheet software, utilizing advanced data sorting and analysis techniques to uncover actionable insights.

Desktop Support Technician State of North Dakota Grand Forks, North Dakota, United States June 2022–March 2023

• Provided technical assistance and support for hardware and software issues, resulting in improved functionality and user satisfaction within the organization.

• Resolved user issues promptly by troubleshooting and diagnosing problems in both hardware and software environments, minimizing downtime.

• Maintained accurate documentation of support processes and solutions to enhance knowledge sharing and streamline future technical support operations.

• Trained end-users on best practices for hardware usage and software applications, improving overall adoption and efficiency.

iOS Technical Support Transcom Remote

Feb 2022–June 2022

• Assisted Apple customers with technical issues related to iOS devices, ensuring a high level of customer satisfaction through effective problem-solving and communication skills.

• Resolved inquiries concerning both hardware and software, contributing to a significant reduction in ticket resolution time and enhancing overall service efficiency.

• Maintained an up-to-date knowledge of Apple’s tech products and services, allowing for informed support and recommendations to customers.

Help Desk Analyst Cambium Learning Group Remote July 2021–January 2022

• Responded to incoming help desk requests promptly, effectively handling issues related to hardware, software, and network connectivity.

• Documented and logged all support interactions meticulously, ensuring a reliable reference for follow-up sessions and future inquiries.

• Collaborated with IT teams to streamline support processes and implement enhancements based on user feedback, ultimately improving service levels.

SKILLS

System Administration

Office 365

Incident Management

Technical Support

Data Analysis

Customer Service

Software Training

Troubleshooting

Project Assistance

CERTIFICATES

Google IT Support Certified 2023 Coursera

Contact this candidate