David Walters
Middletown,Ohio
Summary
Experienced Tier 2 Tech Support Lead seeking to leverage 10 years of expertise in technical support, help desk operations, and project management. Eager to apply proven leadership and problem-solving abilities to excel in a challenging help desk or project management role.
Overview
10
10
years of professional experience
Work History
Help Desk Technician
CDK Cobalt
10.2020 - 05.2024
- Diagnosed and resolved a wide range of hardware, software, and network connectivity issues, ensuring minimal downtime for users.
- Managed and maintained VoIP phone systems, including user setup, configuration, and troubleshooting.
- Collaborated with senior IT staff to escalate and resolve complex technical problems efficiently.
Tier 2 Tech Support Lead
Dealer Specialties
04.2014 - 10.2020
- Led and mentored a team of 2 direct and 6 indirect reports, fostering a collaborative and high-performing support environment.
- Managed data integrity and relationships with third-party data partners, ensuring seamless data flow and accuracy.
- Provided critical Tier 2 support to field agents, resolving escalated technical issues and serving as a primary point of contact for complex problems.
- Project Highlight: Spearheaded a critical project to navigate a partner-mandated data certification change. Developed an innovative and ethical workaround that prevented service disruption and resulted in significant cost savings for both the company and its clients.
Education
Bachelor of Science - Computer Science
Miami University
Middletown, OH01.2014
Skills
- Technical Support: Hardware/Software Diagnostics, VoIP Systems, Network Troubleshooting, Issue Escalation
- Operations: Help Desk Management, Data Integrity, Vendor Relations, Process Improvement
- Leadership: Team Mentorship, Project Management, Cross-functional Collaboration
- Professional Skills: Problem-Solving, Communication, Time Management, Teamwork
Timeline
Help Desk Technician
CDK Cobalt
10.2020 - 05.2024
Tier 2 Tech Support Lead
Dealer Specialties
04.2014 - 10.2020
Bachelor of Science - Computer Science
Miami University
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