Summary
Overview
Work History
Skills
Work Availability
Quote
Timeline
OperationsManager
Alexis Aiton

Alexis Aiton

Sr. IT Support Specialist
Glendale,OR

Summary

Hardworking IT Support Specialist eager to find novel and productive solutions for internal and external issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and overall satisfaction. Possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing hardware and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

5
5
years of professional experience

Work History

Sr. IT Support Specialist

Openforce
Scottsdale, AZ
09.2021 - 11.2023
  • Used ticketing systems to manage and process support actions and requests.
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Wrote and reviewed tickets to maintenance various types of equipment and software.
  • Documented support interactions for future reference.
  • Provided Tier 1 & 2 IT support to non-technical internal users through support services.
  • Delivered onsite and remote technical support for 130 employees.
  • Determined hardware and software system issues using proactive troubleshooting techniques.
  • Collaborated with supervisors to escalate and address employee inquiries or technical issues.
  • Resolved diverse range of technical issues across multiple systems and applications for employees and vendors across various time zones.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Monitored systems in operation and quickly troubleshot errors.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Translated complex technical issues into digestible language for non-technical users.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Configured hardware and granted system permissions to new employees, according to internal policies on standardized software and security deployments.
  • Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
  • Offered new employees training to reduce frustration and improve overall satisfaction.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.

Technical Support Specialist

Openforce
Phoenix, AZ
01.2019 - 09.2021
  • Collaborated with supervisors to escalate and address employee inquiries or technical issues.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Designed, documented and executed test scenarios to identify software bugs.
  • Fixed identified issues to improve workflows.
  • Triage and confirm daily bugs/task requests, escalate
  • to development team as needed.
  • Daily QA testing and weekly full manual testing of QA and UAT
  • environments for production deploys.

Skills

    Technical issues analysis

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Work Availability

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Quote

Try again. Fail again. Fail better.
Samuel Beckett

Timeline

Sr. IT Support Specialist

Openforce
09.2021 - 11.2023

Technical Support Specialist

Openforce
01.2019 - 09.2021

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Alexis AitonSr. IT Support Specialist