SETH GARCIA

• Multifaceted IT Application Support Engineer with deep expertise in educational technology systems and support, specializing in K-12 environments. Proven success supporting and maintaining complex infrastructures including CBORD+Horizon and other student-centric platforms such as SIS, POS, and ID management systems. Adept at working across remote and hybrid settings, leveraging industry-standard tools to deliver secure, reliable IT solutions for school districts and educational institutions.
• Experienced in remote troubleshooting with Bomgar (BeyondTrust) and support escalation using Zendesk, Jira Service Management, and Freshservice ticketing platforms. Skilled in managing user provisioning, cloud infrastructure, and terminal updates across large, distributed school networks. Able to translate technical issues into clear, accessible solutions for teachers, administrators, and non-technical staff.
• Provided second and third-level application and infrastructure support for CBORD+Horizon systems across K-12 environments.
• Analyze logs, SQL data, and system integrations to troubleshoot and resolve application errors in real time.
• Partner with application developers and QA teams to test and deploy updates in alignment with SDLC best practices.
• Use Zendesk, Jira, and Freshservice to manage tickets, document solutions, and streamline escalation workflows.
• Assisted team in daily operational tasks, ensuring smooth workflow and timely completion of projects.
• Create and maintain operational documentation and user guides for recurring issues and configuration standards.

Key Achievements:

• Reduced average ticket resolution time by 25% through proactive root-cause analysis and improved escalation procedures.
• Enhanced reliability of student POS and ID systems by implementing consistent monitoring and data validation routines.
• Delivered user training that improved self-service adoption among administrators and reduced repeat incidents.

• Managed hundreds of monthly client inquiries, enhancing educational system support.
• Tested and troubleshot software, consistently meeting SLAs.
• Streamlined student databases, ensuring data accuracy and compliance.
• Trained users on Windows, Mac, boosting application adoption by 30%.
• Supported application deployment and troubleshooting to enhance user experience.
• Managed identity systems through Active Directory, Okta, IncidentIQ and Azure AD for access control and compliance.

Key Contributions:

• Improved system uptime and user satisfaction by identifying and resolving recurring application bugs.
• Documented troubleshooting workflows that reduced onboarding time for new IT staff.

• Lead multimedia projects to deliver content that meets client goals, enhancing brand visibility.
• Manage website and app projects, ensuring functionality and design align with brand standards.
• Strengthen client relationships by translating needs into effective acquisition and retention strategies.
• Optimize production workflows and resolve technical issues, boosting efficiency and output quality.
• Coordinate cross-functional teams to complete projects on time and within budget, achieving client satisfaction.
• Designed compelling multimedia content, enhancing audience engagement and driving measurable growth in client brand visibility.

• Led team to execute marketing strategies, reducing campaign time by 25%, enhancing brand engagement.
• Managed budgets and timelines, achieving significant delivery time reductions.
• Collaborated with stakeholders, exceeding KPIs through innovative client solutions.
• Directed multimedia content creation for global distribution, ensuring high-quality outcomes.
• Coordinated app builds, bridging creative and technical teams for seamless integration.
• Spearheaded creative campaigns that boosted audience engagement, leading to substantial improvements in viewer retention rates.
• Orchestrated cross-functional team efforts to deliver compelling content, enhancing brand visibility and strengthening stakeholder relationships.

• Produced engaging on-air promos with Adobe tools, enhancing viewership across platforms.
• Managed cloud-based workflows, ensuring efficient asset delivery to multiple stations.
• Collaborated with marketing to develop innovative promotional strategies.
• Performed quality checks on media, maintaining compliance with broadcast standards.
• Organized media library for quick access, improving production efficiency.
• Implemented targeted promotional campaigns, leading to marked increases in viewer engagement and audience reach.
• Developed creative content strategies that enhanced brand storytelling, resulting in improved audience retention.