Cole Amyx
Houston,TX
Summary
Network+ Certified IT Support Specialist with 2+ years of experience in high-volume Level 2 technical support. Expert in resolving complex hardware, VoIP, and networking issues for enterprise clients. Proven ability to manage 1000+ ticket lifecycles with a focus on 'white-glove' service and technical documentation. Highly efficient in fast-paced environments, maintaining 15+ ticket resolutions per day pace and a 95%+ accuracy rating in data-intensive tasks.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Support Technician - Level 2
OFFICERING
2024.10 - 2026.01
- Provide Level 1 and Level 2 technical support for VoIP systems and networking infrastructure, assisting collection agencies and small business clients with hardware, software, and connectivity issues.
- Translate technical jargon into clear, understandable guidance for non-technical users, ensuring calm, professional, and respectful support while under pressure with over 1000 tickets resolved.
- Proficient in configuring and maintaining customer routers, including port forwarding, firewall rules, DHCP configuration, and performance optimization through scripting.
- Remain on-call after hours to monitor network infrastructure using PRTG and Grafana alerting tools, responding to critical issues promptly to minimize client downtime and ticket resolutions.
Medical Records Bookmarker
Veterans Evaluation Services
2018.12 - 2024.04
- Streamlined and efficiently classified extensive medical records using specialized software for veteran claim processing.
- Categorized over 5,000 patient records, improving data retrieval efficiency and ensuring compliance with HIPAA regulations.
- Exceeded daily quota, attaining highest-tier bookmarker status by accurately and efficiently managing 20,000 medical record pages per day.
- Maintained an accuracy rating of at least 90% proven by random audits conducted by senior staff.
Lifeguard
Duncan YMCA
2017.05 - 2018.12
- Delivered immediate first responder care during aquatic emergencies, following CPR and rescue protocols to ensure swift and effective intervention.
- Enforced safety and facility rules for up to 100+ daily members, preventing accidents and maintaining a secure swimming environment.
- Maintained readiness for quarterly safety audits by completing regular in-service trainings, emergency drills, and equipment checks.
- Welcomed and assisted members to create a welcoming atmosphere, and good relationships between members and staff.
Education
AAS - Computer Network Specialization
Lone Star College
Cypress, TX2020-01
Skills
- Technical Skills: Network Administration, Microsoft 365, Active Directory, VoIP, MikroTik, Cisco, Linux System Administration, Scripting, PRTG & Grafana Alerting
- Hard Skills: Troubleshooting, Remote support, Technical support, Enterprise Ticketing Systems (ServiceNow), Technical Documentation, Data Entry, Typing 100 WPM, CPR, Heavy Lifting
- Soft Skills: Written Communication, White-Glove Service, Empathy, Adaptability, Attention To Detail, High-Pressure Conflict Resolution
Certification
CompTIA Network+ (N10-009) | CompTIA | 2025
ACCOLADES
- President
Guthrie Center Computer Club | August 2015 - May 2016
- Treasurer
Guthrie Center Computer Club | August 2014 - May 2015
- Owner and Creator
Slobber Dog Toys, LLC | January 2006 - Present
Timeline
Support Technician - Level 2
OFFICERING
2024.10 - 2026.01
Medical Records Bookmarker
Veterans Evaluation Services
2018.12 - 2024.04
Lifeguard
Duncan YMCA
2017.05 - 2018.12
AAS - Computer Network Specialization
Lone Star College