Drayson Sullivan
State College,PA
Summary
Customer experience and service delivery leader with expertise in network trend analysis and client case support. Demonstrated success resolving complex issues during technology deployments and implementing improvements to operational efficiency. Effective communication, customer relationship management, pattern recognition, and collaboration with decision makers.
Overview
10
10
years of professional experience
Work History
IT Services/Epic MyChart Support
Mount Nittany Health
State College, Pennsylvania
08.2026 - Current
- Delivered technical support for hardware and software issues organization-wide.
- Provided Tier 1 MyChart Admin support for patients using Epic MyChart, assisting with account activation, proxy access, and login issues.
- Provided Tier 1 Epic Hyperspace support for colleagues
- Configured and maintained computer systems and peripherals to ensure optimal performance.
- Created technical documentation for IT staff to enhance internal knowledge.
- Utilized remote login tools to assist clients with technical inquiries and product questions.
- Assisted in troubleshooting technical issues within the Epic software environment.
Epic TDR Tech
Optimum Healthcare IT
State College, Pennsylvania
12.2025 - 08.2026
- Facilitated resolution of roadblocks during Mount Nittany Health's Epic EHR go-live in real-time.
- Collaborated with IT project management and Epic team to address technological needs effectively.
- Coordinated delivery and configuration of end-user devices in healthcare environments.
- Executed thorough testing of peripherals, including barcode scanners and badge readers.
- Verified printer mapping and calibration to optimize device performance.
- Confirmed Epic Hyperspace functionality to sustain organization-wide network access.
- Resolved IT issues for colleagues, ensuring timely resolution of concerns.
- Maintained accurate documentation for all equipment deployments.
- Supported various technological aspects during Epic EHR implementation at Mount Nittany Health.
Regional Customer Advocate
Breezeline
Columbus, Cleveland, OH
01.2025 - 01.2026
- Managed communications for customer liability and property damage claims from initiation to resolution of each case.
- Provided last-resort support for area supervisor escalations and issue tickets, ensuring resolution efficiency.
- Monitored regional customer satisfaction through surveys and complaints, owning the experience timeline.
- Scheduled and managed delivery of drop burials in Ohio, liaising with burial contractors effectively.
- Enhanced familiarity with network monitoring tools like iGlass, Plume, and CVOSS for proactive analysis.
- Delivered advanced technical support for IT issues, utilizing comprehensive skills across departments.
- Staffed company-wide field tech support chat line, offering instant resolutions during onsite visits.
- Analyzed support tickets to identify trends and suggested product improvements to development teams.
- Collaborated with technical operations to resolve complex service plant problems, improving customer outcomes.
Technical Support Specialist
Breezeline
Altoona, PA
02.2022 - 12.2025
- Diagnosed and repaired issues with home Internet, TV, home phone, and mobile phone.
- Resolved client issues related to operating systems, network connectivity, software applications, and hardware components.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Provided technical assistance to customers via phone and online chat.
- Gained knowledge of DOCSIS and optical service delivery systems.
- Utilized remote access tools to assist customers effectively.
Sales Team Lead
Moxie
Chantilly, VA
08.2019 - 09.2021
- Produced over 175K in sales revenue
- Lead daily training meetings heavily focused on the execution of ethical sales practices, paraverbal, and nonverbal communication techniques.
- Ensured that sales reps set realistic expectations for clients.
- Conducted one-on-one roleplay training with sales reps.
- Recruitment and virtual training of sales reps.
Retail Sales Manager
AT&T Mobility
Altoona, PA
02.2020 - 05.2021
Social Media Coordinator, Server
Hooper's Crab House
Ocean City, MD
04.2018 - 10.2020
Salesperson
Sheetz
Reedsville, PA
04.2016 - 05.2018
Education
- Management Information Systems, Entrepreneurship
Saint Francis University
Loretto, PASkills
- Team leadership
- Colleague collaboration
- Business ethics
- Epic Hyperspace
- Epic MyChart
- Complaint investigation
- Liability claim preparation
- Verbal and written communication
- Software support
- Network troubleshooting
- DOCSIS networking
- Remote access tools
- Service delivery
- Account management
- Hybrid Fiber/Coax service delivery
- FTTH service delivery
- Customer relationship management
- Call center experience
- Team building
- Quality assurance
- Device configuration
- Printer calibration
- Peripheral testing
Affiliations
- Running
- Hiking
- Nutrition
- Cooking
Timeline
IT Services/Epic MyChart Support
Mount Nittany Health
08.2026 - Current
Epic TDR Tech
Optimum Healthcare IT
12.2025 - 08.2026
Regional Customer Advocate
Breezeline
01.2025 - 01.2026
Technical Support Specialist
Breezeline
02.2022 - 12.2025
Retail Sales Manager
AT&T Mobility
02.2020 - 05.2021
Sales Team Lead
Moxie
08.2019 - 09.2021
Social Media Coordinator, Server
Hooper's Crab House
04.2018 - 10.2020
Salesperson
Sheetz
04.2016 - 05.2018
- Management Information Systems, Entrepreneurship
Saint Francis University