French Bulldogs
Aaron S. Angelo
Technical Analyst II
Sebastian,FL
Summary
Confident Technical Analyst with development, implementation and support experience. Dedicated professional with more than 10 years of familiarity in overseeing diagnostics and troubleshooting tasks.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Technical Analyst
Park Place Technologies
04.2014 - 05.2024
- Provide remote support across one hundred fifty domestic and international locations for Georgia Pacific's Packaging, Dixie, and Building Products divisions, ensuring seamless operations.
- Participated in a rigorous 24/7 on-call rotation, swiftly resolving, or escalating critical issues that hindered production, maintaining operational continuity within SLA parameters.
- Investigated and resolved noncritical issues impacting production or user productivity within defined SLA agreements, contributing to improved efficiency and user satisfaction.
- Led a team of eight in providing level two and level three support, ensuring high-quality assistance for critical technical issues, resulting in minimal downtime and adherence to SLA guidelines.
- Provided comprehensive technical support for PCs, laptops, and servers across Georgia Pacific's Business and Process Control networks, optimizing productivity and efficiency.
- Utilized Service Now to efficiently route, manage, and assign tickets to team members, streamlining workflow processes and enhancing team productivity.
- Managed Georgia Pacific's Active Directory multiple domain structures, overseeing user and machine accounts, permissions, and Group Policy, ensuring adherence to security protocols and operational efficiency.
- Remotely guided technical and non-technical users at remote facilities in basic infrastructure troubleshooting tasks, optimizing system performance, and minimizing disruptions.
- Provided technical assistance to field engineers at six separate facilities, ensuring seamless on-site support and accurate tracking of work hours and progress.
- Leveraged strong interpersonal skills to effectively communicate technical concepts and troubleshooting steps to non-technical users, facilitating a clear understanding of system issues and remediation processes.
- Developed comprehensive documentation to streamline incident resolution processes, enabling swift and efficient resolution of future incidents and minimizing operational disruptions.
Senior Customer Support Analyst
Park Place Technologies
08.2012 - 04.2014
- Managed queue of between 60 – 80 active tickets
- Closed approximately 400 tickets per month
- Manage flow of information between customer, field engineers and level 3 support
- Provide process improvements to management to improve workflow and productivity
- Efficiently prioritize tasks to ensure contractual service levels are maintained
- Provide technical assistance to colleagues to resolve minor system issues
- Work with team mates to maintain positive, solution oriented work environment.
- Recognized escalation needs and connected customers with advanced support staff
- Managed high-priority cases effectively, ensuring swift resolution of critical incidents that could impact business continuity or reputation.
- Answered constant flow of customer calls with minimal wait times.
- Improved customer satisfaction by providing timely and accurate resolutions to complex technical issues.
Interests
Family
Technology
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Timeline
Technical Analyst
Park Place Technologies
04.2014 - 05.2024
Senior Customer Support Analyst
Park Place Technologies
08.2012 - 04.2014
High school diploma and certificate -
Bay Path Regional Vocational Technical High School
01.1992 - 05.1996