Summary
Overview
Work History
Skills
Websites
Certification
References
Timeline
Generic

Chantha Von

Hilliard,OH

Summary

Technical Support Engineer with 5+ years of experience, excelling in technical support and customer service. Adept in troubleshooting complex technical issues, with a working knowledge of PowerShell, Active Directory, and SQL. Experienced in leading a team to accomplish short and long-term goals through efficient time management and strong customer service. Consistently improving client satisfaction through effective communication and swift problem resolution, enhancing service quality, and driving team success.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Associate Banker

Chase Bank
09.2024 - Current
  • Provided personalized solutions to enhance customer satisfaction and loyalty.
  • Developed proficiency in new concepts and practices through continuous learning to optimize job effectiveness.
  • Gained expertise in handling job-specific tools and equipment to support daily operations.

Customer Success Engineer

Netwrix
10.2022 - 09.2023
  • Documented client interactions, streamlining onboarding processes.
  • Guided clients on product issues, improving understanding and resolution efficiency.
  • Customized solutions to meet client needs, increasing retention rates.
  • Collaborated with sales and technical teams to address potential problems, improving retention rates and overall client satisfaction.
  • Analyzed client feedback to refine onboarding processes, leading to improvements in efficiency and service quality.
  • Provided expert product guidance, elevating client understanding, and facilitating swift problem resolution for complex technical issues.

Technical Support Engineer

Netwrix
01.2020 - 10.2022
  • Assisted clients in migrating Netwrix applications and SQL databases, ensuring seamless transitions.
  • Modified configuration files, JSON files, and registry keys to troubleshoot and resolve issues efficiently.
  • Applied precise account permissions across Active Directory, SQL, Windows Server, Azure, and file shares, enhancing security and access management between multiple platforms.
  • Diagnosed complex technical issues using logs, PowerShell, and available tools to identify root causes, improving product reliability and minimizing downtime for clients.
  • Elevated client satisfaction through effective issue de-escalation, clear communication, and swift problem-resolution strategies.

IT Consultant

Maven (Project Client: Chipotle)
10.2019 - 01.2020
  • Utilized Command Center, Aloha Configuration Center, and knowledge base articles to diagnose, resolve, and create targeted solutions for recurring technical issues, leading to quicker resolutions.
  • Executed password resets via Active Directory, enhancing security and user access.
  • Supported Windows 10 and POS upgrades, improving system efficiency and user experience.
  • Collaborated with T2 to address escalated issues, reducing future problem escalations.
  • Installed necessary drivers and programs, maintaining daily restaurant operations.

Team Lead and T1 Support

TEKsystems (Project Client: DAS SOCC)
09.2018 - 10.2019
  • Developed SOPs and training materials to streamline new team member onboarding, boosting productivity.
  • Partnered with STORM Dev team to automate tasks, significantly enhancing operational efficiency.
  • Cooperated with the state board and ODT, elevating technical support quality and swiftly resolving complex user challenges.
  • Demonstrated exceptional call management skills, consistently meeting or exceeding performance metrics and call time standards.
  • Resolved escalated calls, ensuring high customer satisfaction and adherence to company policies

IT Support

Tech Data
09.2015 - 11.2015
  • Re-imaged devices, ensuring compliance with company standards, and reducing downtime.
  • Implemented time-saving strategies for simultaneous device setups, boosting productivity, and freeing resources for additional tasks.

Skills

  • Customer service
  • Communication
  • Active Directory
  • Group Policy
  • SQL fundamentals
  • Powershell fundamentals
  • File Server
  • Salesforce
  • Log analysis
  • Network fundamentals
  • Technical troubleshooting
  • Documentation practices

Certification

  • CompTIA A+ (11/07/2014)
  • CompTIA Network+ (12/19/2014)
  • Networking Fundamentals MTA
  • Windows 7 Fundamentals MTA
  • Intro to Databases

References

  • Michael Purdin, Netwrix, Michael.Purdin@netwrix.com, 614-804-6458
  • Tiffany Sexton, Netwrix, Tiffany.sexton@netwrix.com, 614-569-1585
  • Tejay Guilliams, Chipotle, Tguilliams@chiptole.com, 740-552-1229
  • Tony Kirk, Central Reach, Tkirk@Centralreach.com, 614-203-6653

Timeline

Associate Banker

Chase Bank
09.2024 - Current

Customer Success Engineer

Netwrix
10.2022 - 09.2023

Technical Support Engineer

Netwrix
01.2020 - 10.2022

IT Consultant

Maven (Project Client: Chipotle)
10.2019 - 01.2020

Team Lead and T1 Support

TEKsystems (Project Client: DAS SOCC)
09.2018 - 10.2019

IT Support

Tech Data
09.2015 - 11.2015

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Chantha Von