Coty Harley
Technical Support Specialist
Layton,UT
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
11
11
years of professional experience
8
8
years of post-secondary education
Work History
Technical Support Specialist
Unisys
Salt Lake City, UT
09.2014 - 12.2017
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices and software to set up work stations for employees.
- Patiently walked individuals through basic troubleshooting tasks.
- Fielded average of 40 inbound phone calls to deliver support and remotely resolve service issues.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Monitored systems in operation and quickly troubleshot errors.
- Recorded and maintained relevant notes for each client and work order.
Satellite Communications System Operator
US Army
Fort Bragg, NC
02.2006 - 02.2014
- Installed and maintained systems and analyzed users' needs.
- Performed tests of functionality, security and performance of different workstations and devices.
- Installed, aligned and balanced new equipment.
- Tested equipment and circuits using various tools such as standard hand tools and network diagnostic tools.
- Liaised with groups to assist in escalations and incident response, triage and resolution.
- Trained peripheral equipment operators and junior mentees in correct operation of 20 terminals.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Followed work orders precisely to identify equipment needed, materials required and sequences to correctly completing assignments.
- Managed program errors with analytical approach focused on troubleshooting, diagnosing and resolving each problem.
Education
High School Diploma -
Waynesville Sr. High School
Waynesville, MO 08.2001 - 05.2005
Associate of Applied Science - Engineering (Pre-Engineering)
Weber State University
Ogden, UT 01.2018 - Current
Skills
Performance Optimization
System Provisioning
Desktop Component Repair
Desktop support
Software diagnosis
Remote IT Implementation
Ticket support system management
Staff education and training
Technical Support
Application support
Timeline
Associate of Applied Science - Engineering (Pre-Engineering)
Weber State University
01.2018 - Current
Technical Support Specialist
Unisys
09.2014 - 12.2017
Satellite Communications System Operator
US Army
02.2006 - 02.2014
High School Diploma -
Waynesville Sr. High School
08.2001 - 05.2005