Windows OS
Amy Absher
IT Specialist
Lehi,UT
Summary
Knowledgeable Computer Operator effective at setting controls and running specific daily tasks. Collaborative and communicative with proven history of quickly fixing minor issues and helping resolve more advanced problems. Meticulous in data management procedures.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Computer Operator II
State Of Utah DGO DTS
Salt Lake City, UT
03.2021 - Current
- Generated reports covering details about data, system operation and error monitoring.
- Documented database and mainframe storage discrepancies, referring discovered issues to supervisor for remediation.
- Monitored [Number] [Type] servers, network connections, firewalls and corporate filters to maintain maximum up-time and functionality.
- Managed program errors with analytical approach focused on troubleshooting, diagnosing and resolving each problem.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Assisted computer users with technical issues remotely and at workstations.
Canvas Support
Instructure
Salt Lake City, UT
12.2019 - 02.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Answered constant flow of customer calls with minimal wait times.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Technical Support Specialist
Tesla
Draper, UT
06.2018 - 07.2019
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Recorded and maintained relevant notes for each client and work order.
- Monitored systems in operation and input commands to troubleshoot areas.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Customer Support Associate
Microsoft
Salt Lake City, UT
08.2016 - 05.2018
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Provided primary customer support to internal and external customers.
- Answered questions regarding seller inventory, shipping, payments and buyer complaints.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Displayed flexibility to adapt to quarterly policy changes and database re-organization.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
Education
Master of Science - Information Technology
Independence University
Salt Lake City, UT 10.2018 - 11.2019
Bachelor of Arts - Videogame Design
University of Utah
Salt Lake City, UT 09.2014 - 05.2016
No Degree - Information Technology
Dixie State University
Saint George, UT 08.2012 - 05.2013
Skills
Security updates
System monitoring
Hardware and software installation
Technical Analysis
Project Management
Hardware installations
Troubleshooting
Network Management
Technical Support
Cybersecurity
Accomplishments
- Documented and resolved customer issues including password support, and setting up devices at home which led to resolved issues and thankful users.
- Documented and resolved printer jamming due to curled sheets which led to restored printing and increased productivity.
- Achieved network restoration through effectively helping with troubleshooting by a remote networking operative testing the systems and performing required actions on servers.
Software
Office
Photoshop
Chrome Browser
Microsoft Edge
Google OS
Ma OSX
Certification
Microsoft Innovative Educator
Interests
Building computers
Working with hardware
Modifying video games
Exploring technology of all kinds
Comedy
Timeline
Computer Operator II
State Of Utah DGO DTS
03.2021 - Current
Canvas Support
Instructure
12.2019 - 02.2021
Master of Science - Information Technology
Independence University
10.2018 - 11.2019
Technical Support Specialist
Tesla
06.2018 - 07.2019
Microsoft Innovative Educator
05-2017
Customer Support Associate
Microsoft
08.2016 - 05.2018
Bachelor of Arts - Videogame Design
University of Utah
09.2014 - 05.2016
No Degree - Information Technology
Dixie State University
08.2012 - 05.2013