Technical Support User

Scott Covey

Savannah, GA ***** 912-***-**** ***********@*****.*** https://www.linkedin.com/in/jscottcovey/ Experience

Services Technician - Working for Insight who is contracted through Gulfstream August 2024 - Current Summary: Started working in Logistics facilitating the acceptance of new and used machines for processing. Determined if they could be fixed or marked for salvage. Currently in End User Support assisting users with issues involving faulty computer/networking equipment in person, over the phone, and through chat. Accomplishments: Worked with my coworker to implement an organization system in the IT Logistics warehouse that cut down on lost equipment by 80% while developing an organizational system that is still used. Advanced to IT End User Support within 6 months of being employed. Skills and Programs Used: Skills: Hardware Troubleshooting, Deskside Support, Phone Support, Technical Documentation Programs: Azure, Service Now, Intune, Microsoft Teams, PowerShell Senior Technical Support Agent - Blue Sky eLearn August 2020 - August 2024 Summary: Provide technical support by phone and email via ticketing system for clients and end users that utilize our SaaS. Troubleshoot technical hardware and software issues consisting of internet connectivity, browsers, VPN, firewalls, and account issues. Communicate with other internal teams to escalate issues via Slack, Outlook, and Jira. Accomplishments: Implemented a client wide audit to update support pages for end users to minimize tickets received by 50%. Helped create a new ticketing process to decrease resolution time and time spent on tickets by 40%.

Skills and Programs Used: Skills: Communication, Management, Writing, Technical Skills, Customer Satisfaction, Problem Solving, Time Management, Organization Programs: FreshDesk, FreshCaller, Salesforce, Jira, Outlook, 15Five, Slack, Office 365, Excel, Postman, SCORM, Zoom, Windows OS, Mac OS County Support Technician- Diversified Technology January 2020 - August 2020 Summary: Trained on the Dominion Voting system as a technician and traveled around to help other counties in Georgia understand and set up the system. Provided on site and phone technical support with the voting machines and helped run/troubleshoot the election software. Accomplishments: Facilitated the set up and training of all poll workers, technicians, and poll admins. Lowered poll related issues by 80% in the first year while promoting continuous training. Skills and Programs Used: Skills: Communication, Technical Skills, Hardware Support, Networking, Training Programs: Windows OS, MS Server 2012, Proprietary Election Software provided by Dominion Voting & Pollpad Education

Bachelors in Computer Science: GPA 3.45

University of the People January 2023 - June 2025

Associates in Respiratory Therapy: GPA 3.5

Darton State College August 2009 - December 2012

Google IT Support Certificate

Coursera July 2021