Technical Support Analyst

KRYSTIAN CARNAHAN

TECHNICAL SUPPORT ENGINEER TIER III

TECHNICAL SUPPORT ANALYST

SYSTEMS ADMINISTRATOR

**@*****************.*** 775-***-**** LinkedIn Portfolio PROFESSIONAL SUMMARY

Highly experienced IT professional with 10+ years of experience in systems administration, technical support engineering, and customer engagement. I am committed to delivering reliable, secure, and efficient IT solutions that empower organizations to succeed. Proficient in managing complex network environments, implementing cutting-edge technologies, and resolving technical challenges across Windows, Linux, and cloud-based platforms. Possesses a deep understanding of infrastructure, security protocols, and cloud computing solutions, with focus on Customer success. I am currently serving as a Technical Support Analyst at DayaMed, where I provide technical support to a healthcare platform with a focus on troubleshooting, system optimization, and improving operational efficiency. Adept at handling customer inquiries, resolving technical issues related to the software, and collaborating across departments to enhance product performance and user experience. Exceptionally skilled in bridging the gap between technical complexities and everyday users, and adept at communicating technical information in a clear, concise manner. EMPLOYMENT HISTORY

SEPT 2024 - Present

Technical Support Analyst, DayaMed, Reno, NV

● Provide technical support for healthcare software, ensuring seamless operation for clients.

● Troubleshoot and resolve issues related to platform functionality, user access, and integration.

● Collaborate with the engineering and customer success teams to implement software updates and enhancements.

● Support customers with issue identification, analysis, and resolution to enhance satisfaction and reduce downtime.

● Maintain detailed records of technical issues and resolutions, ensuring continuous improvement in support workflows.

● Assist with training clients on new platform features and functionalities. JAN 2022 - DEC 2023

Technical Support Engineer III, Coupa Software, Reno, NV

● Collaborated with Integration, Operations, Engineering, and Customer Success teams to ensure customer satisfaction.

● Exercised independent thinking in troubleshooting and issue resolution.

● Drove project completions and achieved a 100% certification rate through diligent training and skill development.

● Pioneered knowledge base development, significantly contributing to the continuous learning culture.

● Conducted in-depth analysis of functional documentation to optimize support solutions and product alignment.

● Utilized SQL, XML, HTML, and web technologies to provide fast and effective troubleshooting for customer issues. JUL 2020 - DEC 2022

Medical Leave

OCT 2019 - JUN 2020

Technical Support Engineer, CIG Insurance, Reno, NV

● Delivered real-time technical support, resolving complex software, hardware, and network issues.

● Collaborated with cross-functional teams to tackle intricate technical problems.

● Streamlined resolution processes, improving productivity and enhancing customer trust.

● Maintained detailed documentation of all technical interactions, ensuring accuracy and accountability. APR 2018 - SEP 2019

Systems Administrator, Great Basin Internet Services, Remote

● Managed server administration, ensuring high availability and security.

● Achieved 99.9% system uptime through effective server operations and maintenance.

● Conducted system audits to identify and resolve security vulnerabilities.

● Improved system performance by 20% through optimized configurations and diligent maintenance. FEB 2008 - MAR 2018

Systems Administrator, Omnis, Tempe, AZ

● Revamped network infrastructure, ensuring 99.99% uptime.

● Led the migration of 200+ servers to a new datacenter facility in Tempe, AZ from Reno, NV, reducing system failures by half.

● Spearheaded a digital security overhaul, improving breach prevention by 30%.

● Implemented cloud solutions that reduced data access times by 50% and enhanced system scalability. JAN 2007 - JAN 2008

Technical Support Rep, Great Basin Internet Services, Reno, NV

● Provided expert technical support, resolving connectivity challenges and optimizing system performance.

● Documented over 1000+ client interactions, enhancing troubleshooting efficiency and service delivery. EDUCATION

2008 - 2012

Engineering Technology, Truckee Meadows Community College CERTIFICATIONS

Coupa Platform Certification, Coupa

WHM Administrator, cPanel WHM

Plesk Obsidian Expert, Plesk

MCSE, Microsoft

RHCE, RedHat

LFCE, Linux Foundation

SKILLS

Enterprise Networks

Cloud Computing

Database Administration MySQL,MSSQL

SQL Development & Analytics

Technical Support & Issue Resolution

Application Support & Troubleshooting

Web Technologies HTML,CSS,JavaScript,PHP

Systems Administration Linux,Windows,OSX

Virtualization VMware,Hyper−V

Backup and Recovery

Security Analysis & Cybersecurity

Customer Relationship Management

System Performance Optimization

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