Dwayne Campbell
Tacoma,WA
Summary
Technical Support Engineer with over 9 years of experience in delivering advanced technological solutions and enhancing customer satisfaction. Proven expertise in project management, problem-solving, and data analysis, with a strong focus on improving user experiences. Highly skilled in troubleshooting and maintaining cloud-based systems, implementing innovative solutions that enhance system performance and reliability. Strong communication skills and quick adaptability to new technologies drive successful outcomes in collaborative environments.
Overview
9
9
years of professional experience
Work History
Cloud Support Technician
VIAcode
09.2025 - Current
- Collaborated with other IT teams such as DevOps and SRE teams to ensure smooth operations in the cloud environment.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained documentation of all changes made to the cloud environment including configuration changes and deployments.
Retail Sales Associate
Verizon
08.2024 - 09.2025
- Engaged customers through technology solutions, resolving issues efficiently and improving satisfaction.
- Delivered tailored solutions that increased repeat business and fostered client loyalty.
- Provided empathetic support while effectively communicating complex technology solutions.
Support Planner
Microsoft
07.2022 - 03.2023
- Streamlined support processes for new product launches, reducing response times significantly.
- Conducted in-depth analysis of support trends to minimize service interruptions and boost efficiency.
- Facilitated training sessions for support teams, equipping staff to address customer concerns effectively.
Support Escalations Engineer
Microsoft
12.2018 - 07.2022
- Enhanced customer satisfaction by delivering tailored solutions, leading to noticeable increases in repeat business and client loyalty.
- Conducted in-depth analysis of support trends, enabling proactive adjustments that minimized service interruptions and improved efficiency.
- Enhanced documentation and implemented improvements, boosting customer satisfaction.
Surface Showcase Advocate
TEKsystems
10.2016 - 12.2018
- Streamlined feedback processes in Early Adoption Program, enhancing product iteration and reducing bug resolution time.
- Achieved 90% reduction in Surface escalations through proactive escalation management.
- Developed tailored training materials for users, improving onboarding efficiency and reducing time to competency.
Education
Bates Technical College - Information Technology
Bates Technical College
Tacoma, Wa01.2008
Skills
- Problem solving and conflict resolution
- Technical writing and data analysis
- Project and case management
- Customer engagement and support
- Cross-team collaboration
- Time management
- Continuous learning mindset
- Remote technical support
- Project management fundamentals
- Escalation reduction
Timeline
Cloud Support Technician
VIAcode
09.2025 - Current
Retail Sales Associate
Verizon
08.2024 - 09.2025
Support Planner
Microsoft
07.2022 - 03.2023
Support Escalations Engineer
Microsoft
12.2018 - 07.2022
Surface Showcase Advocate
TEKsystems
10.2016 - 12.2018
Bates Technical College - Information Technology
Bates Technical College