Chad Roeder
South Bend,United States
Summary
Experienced troubleshooter with a keen eye for detail and a systematic approach. Proficient in navigating the Azure portal and skilled in utilizing Microsoft tools. Enhances system performance by meticulously assessing and resolving hardware and software problems. Adept at diagnosing issues and implementing effective solutions to optimize overall functionality.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Support Engineer
Microsoft (contract Through Ascendion)
10.2023 - 03.2024
- Worked with customers on the Azure Subscription Management Support team
- Strive for customer support excellence and satisfaction
- Drove cases for closure with customer agreement
- Assisted with Azure Portal, Subscription and Billing questions and solutions
Customer Service Support Specialist
2bcloud
02.2022 - 09.2023
- Company Overview: Cloud Service Provider and Partner for Microsoft / AWS
- Zendesk usage for ticketing system
- Customer service specialist for Microsoft Azure and AWS
- Assisted with Onboarding customers onto Azure or AWS platforms
- License management such as Purchasing and pricing in Azure
- Managed Budgets in Azure and Cloud Health application
- Facilitated Vendor Support tickets with Microsoft and AWS teams
- Assisted customers with Refunds and Billing documentation and explanation
- Cloud Service Provider and Partner for Microsoft / AWS
Senior Support Engineer
Microsoft (Contract Through Mindtree)
12.2018 - 02.2022
- Microsoft Azure Subscription Management support
- Accounts and Portal assistance, Billing and Payment Instrument support
- Remote troubleshooting with customers on Ibiza (Azure portal)
- Managed cases using Microsoft Servicedesk and other internal tools
- Interact with customers over the phone or through Microsoft Teams
- Using remote assistance technology using Microsoft Teams
- Troubleshoot login or resource creation issues
- Gather required information to initiate troubleshooting efforts with technical internal product or process teams
- Triage high severity cases and coordinate with multiple parties to resolve issues
IT Account Administrator
Alaska AIrlines (Contract Through Apex Systems)
02.2016 - 06.2018
- Contractor for Alaska Airlines, Create new user accounts, Grant access to various systems, assist end users with password resets
- Use of Active Directory, Hyperion, O365, Exchange administration, and Multiple Ticketing systems including Cherwell, Peregrine and First Class
Service Desk Analyst
Denali Advanced Integration
10.2015 - 02.2016
- Answer incoming calls and making tickets on various ticketing services including Cherwell and Whisper
- Made use of InContact software for phone call taking and out dialing
IT Account Administrator
Alaska Airlines (Contract Through Robert Half)
07.2011 - 10.2015
- Contractor for Alaska Airlines, Create new user accounts, Grant access to various systems, assist end users with password resets
- Use of Active Directory, Hyperion, O365, Exchange, and Multiple Ticketing systems
Help Desk Analyst
Boeing (Contract Through TEKsystems)
02.2010 - 09.2011
- Answer incoming end user phone calls and respond to online service requests;
- Assist Boeing employees with password resets, software installations and repair
- Dispatch service requests to onsite technicians to end user locations
- Performed Tier 1 support
- Training completed for Tier II support
- Used Remedy and HP Service manager ticketing systems
Financial Aid Student Worker
DeVry University
03.2006 - 02.2010
- Answer phone calls, greet students/guests
- File and digitize paperwork
- Assist students with signing up with the college
- Work with ASB, DeVry staff and professors with projects
Customer Service Representative
Isoldit on eBay
04.2005 - 12.2005
- Would research, photograph, sell and ship customer items that will be brought into the store for sale on eBay
Education
Bachelor's degree - Networking and Communications Management
DeVry University
01-2011
Skills
- Microsoft Office
- Active Directory
- Computer Hardware
- Windows 7/10/11
- Customer Service
- Software Installation
- Network Security
- Training
- Remote assistance
- Ticketing systems
- Troubleshooting and diagnostics
- Troubleshooting skills
Certification
Microsoft Certified: Azure Fundamentals AZ-900
Quote
Aim for the moon, even if you miss, you're still amongst the stars.
Chad Roeder
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursWork from home optionLanguages
English
Native or Bilingual
Interests
Gaming
Sci fi
Fantasy
Final Fantasy games
Boats and sailing
Animals of all kinds
Software
Microsoft OS
Timeline
Support Engineer
Microsoft (contract Through Ascendion)
10.2023 - 03.2024
Customer Service Support Specialist
2bcloud
02.2022 - 09.2023
Senior Support Engineer
Microsoft (Contract Through Mindtree)
12.2018 - 02.2022
IT Account Administrator
Alaska AIrlines (Contract Through Apex Systems)
02.2016 - 06.2018
Service Desk Analyst
Denali Advanced Integration
10.2015 - 02.2016
IT Account Administrator
Alaska Airlines (Contract Through Robert Half)
07.2011 - 10.2015
Help Desk Analyst
Boeing (Contract Through TEKsystems)
02.2010 - 09.2011
Financial Aid Student Worker
DeVry University
03.2006 - 02.2010
Customer Service Representative
Isoldit on eBay
04.2005 - 12.2005
Microsoft Certified: Azure Fundamentals AZ-900
Bachelor's degree - Networking and Communications Management
DeVry University
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