Ash Wagner
Janus Henderson Investors
Denver,CO
6
years of professional experience
Versatile Support Specialist skilled at offering clients easy-to-understand guidance and actionable advice. Versed in customer support and remote support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call, as well as meeting all annual performance goals and metrics.
Work History
IT Support Specialist
2 Years 4 Months- Managed high levels of global call flow and responded to technical support needs.
- Configured hardware, devices, and software to set up work stations for employees.
- Developed documentation for each call, improving knowledge transfer among staff.
- Led initiatives to streamline ticketing processes, reducing response times for support requests.
- Analyzed user feedback to identify trends, informing strategic improvements in services.
- Assisted in deploying new tools and technology, as well as helping users adapt to them.
- Retained a typing speed of at least 65 words per minute.
- Maintained a self-sufficient work ethic as the first point of contact, escalating to a higher tier when necessary.
Package Handler
1 Year 3 Months- Showcased effectiveness in achieving goals despite tight deadlines. working within tight deadlines and a fast-paced environment.
- Exceeded performance expectations during peak seasons, managing high volumes of shipments without compromising on quality, attention to detail, or timeliness.
- Contributed to a collaborative and supportive team environment.
- Ensured compliance with regulations to promote a safe work environment.
Package Handler (Small Sort)
6 Months- Assembled, sealed, and loaded packages onto correct trucks for timely deliveries.
- Tracked item movements using hand-held scanners and physical logs to ensure accurate inventory management.
- Verified labels and shipping information on packages to ensure correct deliveries and minimize errors.
- Collaborated with team members to maintain workflow efficiency during peak operations.
- Monitored equipment performance, reporting issues to minimize downtime and enhance productivity.
- Improved package handling efficiency by implementing proper sorting and organizing techniques.
Crew Member
2 Years- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Collaborated with team members to complete orders.
- Improved customer satisfaction by providing friendly and efficient service at the register.
Education
Career School - Desktop Support
Skills
Ticketing systems
Technical assistance
Microsoft 365 proficiency
Call documentation
In-office and remote support
In-person and phone support
Global caller support
Active listening
Critical thinking
Data entry
Timeline
IT Support Specialist
Janus Henderson Investors
05.2023 - 09.2025Read More
Package Handler
FedEx
05.2022 - 08.2023Read More
Package Handler (Small Sort)
UPS Airport
11.2021 - 05.2022Read More
Crew Member
McDonald's
07.2019 - 07.2021Read More
Per Scholas
Career School from Desktop Support
Read More