Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Section name
Generic

Amy Petr

Galloway

Summary

Experienced with managing customer inquiries and support tasks efficiently. Utilizes problem-solving skills to address and resolve issues promptly. Track record of maintaining effective communication and strong organizational abilities in support roles.

Professional with solid experience in support roles, equipped to enhance operational efficiency and customer satisfaction. Skilled in troubleshooting, problem-solving, and providing exceptional service. Strong team player with focus on collaboration, adaptability, and achieving high-quality results. Known for reliability and effective communication in fast-paced environments.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Tier 3 - IT Support Associate 2

Amazon
06.2024 - Current
  • Provided excellent customer support through communication and problem-solving skills.
  • Assisted in troubleshooting technical issues, ensuring timely resolution for customer inquiries.
  • Implemented feedback mechanisms to gather insights from customers, driving service improvements.
  • Exceeded customer expectations by going above and beyond standard support protocols when necessary, resulting in increased satisfaction rates.

Tier 3 - Inbound Process Assistant

Amazon
11.2023 - 06.2024
  • Enhanced team productivity through effective communication and collaboration strategies.
  • Led initiatives to reduce downtime, improving overall work output within the department.
  • Analyzed performance metrics to identify areas for improvement and drive strategic initiatives.

Tier 1 AA

Amazon
05.2021 - 11.2023
  • Amnesty since Oct 2021 including having shadows
  • Worked effectively in fast-paced environments.
  • Self-motivated, with a strong sense of personal responsibility.

IT Service Desk Tech

AEP (American Electric Power)
09.2020 - 05.2021
  • Provided technical support for the AEP employees and contractors
  • Troubleshooting and supporting over 15,000 applications within the company

Senior Service Desk Technician

Advanced Disposal
01.2018 - 02.2019
  • Provide technical support for all Advanced Disposal employees at our corporate office and remote employees
  • Virus and malware removal with MalwareBytes, Cisco AMP, and other programs for safe, clean computers.
  • Maintain and troubleshoot software for computers, printers and scales.
  • Troubleshoot applications used within a citrix environment such as PeopleSoft, Dossier, Trux, Outlook and a few others.
  • Trained new employees on basic technical training and normal office procedures.
  • Created documentation on any application or software we used daily, as well as one off software.
  • Maintained communication between the service desk and infrastructure to keep operations going or reported problems to help diagnose the issues.

Team Lead | ResNet Help Desk

Kansas State University
01.2015 - 05.2017
  • Provide tech support for on-campus students and full time housing and dining staff members
  • Virus, malware, and ransomware removal with MalwareBytes, AdwareCleaner, ComboFix, and other programs for safe, clean computers.
  • Maintain and troubleshoot hardware and software for computers, printers, cell phones and other devices for students and staff as the problems occur.
  • Train new employees on basic technical training and normal office procedures.
  • Update documentation on our Wikipedia page on any outdated information and create new pages on new devices, software, or new troubleshooting techniques.
  • A few things I work with can include Active Directory, Adobe, Microsoft Office, digital signs, and Pxe

Education

Associate of Science - Information and Networking Technology

Manhattan Area Technical College
Manhattan, KS
03.2017

Skills

  • Client assistance
  • Relationship management
  • Project assistance
  • Effective documentation practices
  • Building professional connections
  • Ticket handling

Certification

  • AWR-168 (Cyber Law and White Collar Crime)
  • AWR-174 (Cyber Ethics)
  • AWR-175 (Information Security for Everyone)

Interests

  • Learning independently to further knowledge Working within "tryhackme"


Timeline

Tier 3 - IT Support Associate 2

Amazon
06.2024 - Current

Tier 3 - Inbound Process Assistant

Amazon
11.2023 - 06.2024

Tier 1 AA

Amazon
05.2021 - 11.2023

IT Service Desk Tech

AEP (American Electric Power)
09.2020 - 05.2021

Senior Service Desk Technician

Advanced Disposal
01.2018 - 02.2019

Team Lead | ResNet Help Desk

Kansas State University
01.2015 - 05.2017

Associate of Science - Information and Networking Technology

Manhattan Area Technical College

Section name

  • Things about me not on the resume:
  • I love learning new things. I always am thinking of different ways around what's broken or wrong to see all the options. Thinking outside the box is my specialty. I can be very passionate about work and get very invested in what's best not just for me, but for the team and company. As soon as I started working with a computer, I was helping people with them and it started my path of achieving my IT dreams. I cannot wait to see where the future leads me.
  • Thank you for the time and I hope to hear back from you soon.

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