Andrew Schneider
Springdale,Ohio
Summary
Detail-oriented Support Technician with proven skills in ticket management and issue escalation. Experienced in data entry and KPI monitoring, ensuring compliance with industry standards.
Overview
7
7
years of professional experience
Work History
Support Technician/Analyst
CostQuest Associates
Cincinnati, OH
03.2023 - 05.2026
- Managed daily incoming ticket flow from internet service providers (ISPs) while ensuring compliance with government reporting requirements across multiple helpdesk instances.
- Monitored internal KPI trends and created/sent internal newsletters using Sharepoint monthly.
- Maintained weekly database backups, created and sent weekly reports on ISPs currently licensed by the company, and helped edit and manage internal Sharepoint pages.
- Monitored ticket queue for internal IT issues, managed intake and triage, and escalated cases requiring further support.
- Provided QA test assistance for in-development platforms, validating functionality and identifying defects.
Outbound Warehouse Associate/Customization
Swimoutlet.com
Fairfield, OH
04.2019 - 03.2023
- Packaged and labeled outgoing shipments according to company standards
- Maximized order fulfillment speed by consistently meeting or exceeding daily performance metrics set by management.
- Assisted in stocking of merchandise and processing returns.
- Helped process custom orders using heat press and embroidery methods.
- Performed quality control on custom orders to ensure item met company standards.
Skills
- Helpdesk support
- Product troubleshooting
- Product expertise
- Issue escalation
- Data entry
- Verbal and written communication
- Ticket management
Timeline
Support Technician/Analyst
CostQuest Associates
03.2023 - 05.2026
Outbound Warehouse Associate/Customization
Swimoutlet.com
04.2019 - 03.2023