Alexander Lesniak
Tucson,AZ
Summary
Dynamic technical leader with a proven track record at Intuit Inc., excelling in enterprise call center troubleshooting and quality control auditing. Demonstrated expertise in technical writing and project management, driving team performance and enhancing support processes. Recognized for implementing effective solutions and fostering collaboration within diverse teams.
Overview
9
9
years of professional experience
Work History
Live Expert Tech 3
Intuit Inc
Tucson
03.2022 - Current
- Level 3 lead for a 22 member team providing triage, guidance and next steps
- Worked closely with management on weekly cadence to identify gaps in process and service
- Escalate to development teams via incident management for outages and disruptions of service
- Authored and edited knowledge-base articles to improve tactical accuracy
- Conducted high-level quality audits to ensure adherence to policy
- Performed deep dive analysis for contact center issues
- Supported user access testing initiatives for new products or services to be deployed
Support Tech 2
El Rio Health
Tucson
06.2021 - 03.2022
- Managed Windows environment for 1400+ users in a healthcare setting
- Collaborated with a team of 8 for seamless operations
- Utilized remote access for troubleshooting user reported issues
- Coordinated with 3rd-party vendors for specialized support
- Contributed to large-scale software/hardware deployment projects
- Provided crucial tech support for unique healthcare equipment
Live Expert Technical Support
Intuit Inc
Tucson
10.2019 - 04.2021
- Employed remote troubleshooting for TurboTax/Quickbooks Live Experts, ensuring seamless software performance
- Managed user access issues including VPN, password resets and MFA
- Ensured effective communication through VoIP and Slack
- Developed and updated critical knowledge-base articles, optimizing support processes
- Performed advanced audits, significantly elevating ticket handling accuracy
- Provided expert guidance to team members, boosting overall team performance
Field Technical Support
Pelstar Computer Systems
Tucson
04.2019 - 10.2019
- Spearheaded IT administration and network tasks for small to medium businesses
- Executed onsite service calls and break-fix operations
- Implemented VoIP telephony and troubleshoot network issues
- Managed LAN cable installations and CCTV
- Handled data backup and restoration processes
- Implemented cost-effective VoIP solutions, improving communication reliability
Tier II Technical Support
Samsung SmartThings Home Automation
Tucson
12.2016 - 01.2019
- Provided comprehensive customer support via phone, chat and email
- Tracked and updated deep-seated issues using Atlassian/Jira
- Collaborated with Tier 3 support and system developers for newly discovered issues
- Utilized Slack for efficient team communication
Education
AAS - Computer Networking
Renton Technical College
Renton, WA03.2011
Skills
- Team oriented
- Exhibits leadership talents
- Technical writing proficiency
- Enterprise call center troubleshooting
- Quality control auditor
- Strong delegation tactics
- Advanced automation systems familiarity
- Low voltage cabling background
- Physical and virtual security system deployment
- Local networking and wireless
- Build/repair/install PC
- Central office cable installations
- Fine attention to detail
- Project management
Hobbies and Interests
- I love playing guitar with friends and enjoying music
- Upcycling old things into new and giving them a second useful life
- I enjoy playing first person video games with family
- Traveling across Arizona to find unique places to visit
References
Available upon request
Timeline
Live Expert Tech 3
Intuit Inc
03.2022 - Current
Support Tech 2
El Rio Health
06.2021 - 03.2022
Live Expert Technical Support
Intuit Inc
10.2019 - 04.2021
Field Technical Support
Pelstar Computer Systems
04.2019 - 10.2019
Tier II Technical Support
Samsung SmartThings Home Automation
12.2016 - 01.2019
AAS - Computer Networking
Renton Technical College