Austin Greenbaum
Willow Grove,US
Summary
Application Support Specialist with 9 years of experience in software repair, troubleshooting, and client management. Collaborates effectively with developers to enhance company applications, ensuring optimal performance and client satisfaction. Utilizes Salesforce and ServiceNow to document support processes, contributing to improved operational efficiency.
Overview
10
10
years of professional experience
Work History
Product Support
Clinical ink
Willow Grove, Remote
09.2024 - Current
- Resolved technical issues in clinical programs, ensuring continued functionality and support for study objectives.
- Maintained clinical study devices (Surface tablets, Android phones, iPhones, Android tablets) to ensure optimal performance.
- Documented case details in Salesforce to enhance knowledge sharing and support resolution processes.
Application Support
Clarivate
Philadelphia, Remote
06.2022 - 09.2024
- Resolved issues with company-developed software through systematic troubleshooting.
- Collaborated with developers to identify and implement necessary software patches.
- Work with developers to create new features.
- Answered calls and remotely accessed devices to troubleshoot issues.
- Managed relationships with essential clients to ensure satisfaction and resolve concerns.
I.T Support Specialist
Davita
Malvern, remote
11.2018 - 05.2022
- Troubleshot Windows-based devices and company-created software to resolve technical issues efficiently.
- Documented detailed notes in Service Now and transformed them into knowledge base articles for future reference.
- Diagnosed and repaired dialysis machines to ensure proper functionality.
- Facilitated weekly meetings to coordinate user feedback and track performance metrics.
Phone Operator
Best Buy
Downingtown
11.2015 - 10.2018
- Answered calls with pleasant, calm voice, directing callers to appropriate individuals through targeted questions
- Engaged callers with friendly, polite approach, enhancing customer experience and satisfaction
- Conducted troubleshooting for simple technical issues, assisting customers in resolving concerns efficiently
- Trained other employees for the phone operating position
- Monitored inventory levels in store to ensure availability of products.
Education
Computer Science
West Chester University
03-2026
Computer Science
Delaware County Community College
Cyber Security Program
University of Pennsylvania
Skills
- Technical Support
- Product Troubleshooting
- User Onboarding
- Customer Service
- Windows
- Linux
- MacOS
- Linux Repair
- Servicenow
- CRM Management
- Wireshark
- Bash
Roles And Responsibilities
- Answered calls with a pleasant, calm voice and asked appropriate questions to direct callers to proper individuals.
- Conducted troubleshooting for simple technical issues.
- Answered calls with a friendly and polite approach to engage callers and deliver exceptional customer service.
- Trained other employees for the phone operating position.
- Provided inventory levels within the store.
- Troubleshot Windows-based devices and company-created software.
- Created detailed notes within ServiceNow and converted them into knowledge base articles, when applicable.
- Troubleshot dialysis machines.
- Hosted weekly meetings and managed users' casts and other related scores.
- Answered calls and remotely accessed devices.
- Troubleshot company-created programs.
- Managed essential/major clients for the company.
- Worked with developers to find necessary patches and solutions.
- Collaborated with developers to create new features.
- Maintained devices provided by Clinical Ink for clinical studies (Surface tablet, Android phones, iPhones, Android tablets).
- Troubleshot and fixed problems related to clinical programs.
- Created documentation related to each case using Salesforce.
Timeline
Product Support
Clinical ink
09.2024 - Current
Application Support
Clarivate
06.2022 - 09.2024
I.T Support Specialist
Davita
11.2018 - 05.2022
Phone Operator
Best Buy
11.2015 - 10.2018
Computer Science
West Chester University
Computer Science
Delaware County Community College
Cyber Security Program
University of Pennsylvania