Senior IT Support & Data Analysis Specialist

Zackery Taylor

**+yearCustomerSupportAnalystspecializinginallthingsITrelated.

Highly skilled in defect resolution,data analysis,and project management.

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

Unit 313

Austin, Texas 78753

512.466.760

************@*****.***

Website:

linkedin.com/in/zackerytaylor/

SKILLS

● Windows, MacOS,

Linux

● Cloud-based

productivity products

(SaaS).

● Networking - DNS,

DNCP. IPV4, Cisco

● Firewall

● Helpdesk ticketing

system. (IE.

Salesforce, ZenDesk)

● Data backup and

restore technologies

● Docker

● Portainer

● SAML SSO Subject

Matter Expert

● Data Analysis

● Excellent Customer

Handling

● Remarkable

Problem-Solving

● Exceptional Team

Building

EXPERIENCE

Workday, Adaptive Insights-Customer Support Analyst Austin Texas

November 2021 - February 2025

Specialized Support Analyst responsible for evaluating complex customer issues in the Adaptive Insights (Workday SaaS)platform to pinpoint and confirmproductdefects.Drivessystemreliabilitybyanalyzingunexpected behaviors and ensures high customer satisfaction through precise case evaluation and rapid resolution of critical issues. Planview-Customer Care Analyst

Austin, Texas

April 2017 - November 2021

Responsible for in-depth testing and analysis of product defects,the implementation of rigorous testing protocols,and providing expert guidance on SSO solutions,resulting in asignificantincreaseincustomer satisfaction through rapid, specialized resolution. Abila-Customer Support

Austin, Texas

November 2015 - February 2017

Managed and enhanced Abila's netFORUM PRO SaaSproduct,focusingon implementing innovative solutions to resolve support issues.Successfully collaborated in a team environment to deliver high-quality customer support and boost overall customer satisfaction.

AT&T Wifi Services-Network Control Specialist

Austin, Texas

November 2015 - February 2017

Managed the technical team at AT&T,overseeing the maintenance and operation of network infrastructure for Hilton Stay Connected hotels. Specialized in troubleshooting network issues through cross-functional teamwork and implementing innovative solutions to boost efficiency, resulting in measurable improvements in connectivity and customer satisfaction.

EDUCATION

Texas State University,San Marcos -English (unfinished) August 2001 - January 2004

PROJECTS

Docker Server-Home Automation

I have experience creating home automation servers with Docker.

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