Summary
Overview
Work History
Education
Skills
Additional Experience
Timeline
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David Shannon Losey

David Shannon Losey

San Mateo,CA

Summary

Detail-oriented Technical Support Representative with solid background in technology solutions and client education. Created straightforward instruction manuals to address common questions and concerns. Developed procedures to handle user questions politely and promptly.

Overview

10
10
years of professional experience

Work History

Desktop & Office Support Engineer

PubMatic
03.2022 - Current
  • Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
  • Obtained and evaluated information about new systems, peripherals and software technology.
  • Worked with various systems, software and peripherals.
  • Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
  • Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
  • Purchased, setup and installed new computers.
  • 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.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.

Desktop & Office Support Engineer

PubMatic Inc
03.2022 - Current
  • Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
  • Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
  • Collaborated with outside departments to implement system-wide improvements.
  • Implemented technical solutions to solve customer issues and increase satisfaction.
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs.
  • Streamlined support processes by creating detailed documentation and knowledge base articles for common issues.
  • Connected to computer of client using remote link to install programs and applications.
  • Installed and maintained hardware and computer peripherals to store tangible components.
  • Upgraded operating systems and computer software to perform compatibility with programs.
  • Collaborated with development team to identify and fix software bugs, improving product reliability.
  • Installed and configured operating systems and applications.
  • Tested new software and hardware prior to deployment.

IT Support Specialist

PAE Consulting Engineers
11.2018 - Current
  • Mentored new team members with focus on technical knowledge, procedures, and customer service.
  • Configured hardware, devices and software to set up work stations for employees.
  • Developed and deployed documentation creation procedures and templates.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Delivered onsite technical support for 85 employees and remote support for 300+.
  • Provided technical support to executive staff.
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Determined hardware and network system issues using effective troubleshooting techniques.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Used FreshService based ticketing systems to manage and process support actions and requests.
  • Investigated and corrected problems with printers, copiers and other peripheral devices.
  • Delivered network technology training to junior team members and end-users, enhancing knowledgebase and team productivity.
  • Developed and tested new product offerings prior to release to assist development team in bug identification.

Technical Support Engineer II

Boston Scientific Corporation
05.2017 - 11.2018
  • Provided tier 1 support for 19 different piece of medical capital equipment
  • Coordinated with field engineers to make sure field service tickets are resolved quickly and efficiently
  • Cooperated with outside teams to on-board new acquired devices and companies.
  • Recorded and manage Support Tickets through out troubleshooting and repair process

Analyst/Customer Support

SHIFTMobility
01.2015 - 05.2017
  • Wore multiple hats including tier 1 customer support, product development, sales support, and client database management.
  • Tested new and existing product workflow and functionality, focusing on end user experience. Develop use case studies for testing software.
  • Partnered with Sales & Marketing to develop a web base video education library
  • Coordinated communication between various team members and Development team during software development phases
  • Subject matter expert on SHIFTMobility's flagship products. Developed and delivered both in-person and online training to clients and new sales team employees.
  • Documented and reported 181 different bugs, recommended over 95 improvements and 6 new features to customer facing software.
  • Exceeded service goals by developing highly empathetic client relationships. After starting support position in 2015, Frost & Sullivan recognized SHIFTMobility with an award for Leadership in Customer Service.

Outside Sales Rep

SHIFTMobility Inc.
01.2015 - 05.2017
  • Increased sales volume by adding 5 accounts in San Mateo County.
  • Negotiated favorable prices, terms of sales and service agreements.
  • Prospected and conducted face-to-face sales calls with business executives and directors throughout assigned territory.

Education

Bachelor of Arts - History Pre Credential

California State University Chico
Chico, CA
2008

Skills

  • Quickly understands complex topics and concepts
  • Inventory control
  • Technical support
  • Training development
  • Desktop support
  • Software diagnosis
  • Application support
  • Technical documents comprehension
  • Account management
  • Windows 10
  • Technical issues analysis
  • Staff education and training
  • TCP/IP

Additional Experience

Play Tester at Electronic Arts: Brought in to test and evaluate various games or additional content.

Timeline

Desktop & Office Support Engineer

PubMatic
03.2022 - Current

Desktop & Office Support Engineer

PubMatic Inc
03.2022 - Current

IT Support Specialist

PAE Consulting Engineers
11.2018 - Current

Technical Support Engineer II

Boston Scientific Corporation
05.2017 - 11.2018

Analyst/Customer Support

SHIFTMobility
01.2015 - 05.2017

Outside Sales Rep

SHIFTMobility Inc.
01.2015 - 05.2017

Bachelor of Arts - History Pre Credential

California State University Chico

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David Shannon Losey