Douglas Blake
Thornton,CO
Summary
Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
AVI-SPL
09.2020 - Current
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Performed root cause analysis of reported issues to enact corrections.
- Served as primary point of contact for support relating to owned solutions and products.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Maintained response times to support business continuity.
- Helped craft an SOP for video conference support for world's 4th largest pharmaceutical company
- Created PowerShell script to automate graphics install reducing workload and increasing efficiency for company
- Implemented standard troubleshooting form for Tier I group
- Support and manage 1000+ videoconference endpoints
- Automated daily checks for video conference infrastructure
Technical Support Representative
AVI-SPL
09.2017 - 09.2020
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Developed and implemented preventive maintenance procedures.
- Offered assistance in implementing and developing training programs.
Education
Bachelor of Science - Health Sciences
University of Colorado At Colorado Springs
Colorado Springs, COSkills
- Technical Fault Tracking
- Computer Coding
- Microsoft Windows and Office
- Diagnosis and Troubleshooting
- LAN and WAN Assessment
- Attention to Detail
- Ticket Management
- Windows Servers
- Support SOP Writing
- Root Cause Analysis
- Scripting Languages
Certification
- Cisco Certified Network Associate, Cisco
- Linux +, CompTia
- MS700, Microsoft
- ITILv3, ITIL Foundations
Timeline
Technical Support Engineer
AVI-SPL
09.2020 - Current
Technical Support Representative
AVI-SPL
09.2017 - 09.2020
Bachelor of Science - Health Sciences
University of Colorado At Colorado Springs