Summary
Overview
Work History
Education
Skills
Timeline
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Edward Lavaire

Phoenix

Summary

Experienced Technical Support Engineer with 6 years of expertise in Tier 1 and Tier 2 support for IT, SaaS applications, and backend systems. Adept at resolving complex technical issues, improving workflows, and delivering high-quality customer service. Collaborative team player who thrives in fast-paced environments, driving process improvements and seamless support experiences across cross-functional teams.

Overview

8
8
years of professional experience

Work History

Technical Support Engineer

WorkN
11.2021 - Current
  • Provide Tier 1 and Tier 2 support for web and mobile applications, backend systems, and integrations
  • Identify, troubleshoot, and resolve bugs and feature-related issues; escalate complex problems when necessary
  • Automate recurring support tasks and internal tools using Python scripting
  • Maintain clear and detailed documentation for processes, solutions, and training materials
  • Deliver product training and onboarding sessions to internal teams and customers
  • Collaborate with third-party partners to configure and support API integrations
  • Act as an escalation point for high-priority tickets, demonstrating strong product knowledge and communication skills
  • Consistently meet or exceed SLA targets, improving customer satisfaction scores

Senior IT Lead

Noble Schools
08.2017 - 11.2021
  • Led IT support across 18 campuses, resolving urgent technical issues and mentoring junior technicians
  • Managed and resolved support tickets using WHD, coordinating with Level 2 and infrastructure teams
  • Installed, configured, and troubleshot desktops, laptops, VoIP systems, printers, and networking devices
  • Administered user accounts and permissions via Active Directory
  • Supported Google Workspace (G Suite) administration across the organization
  • Managed mobile and desktop devices using Ivanti MDM
  • Ensured consistent software deployment and technical support for students and faculty

Education

Bachelor of Science - Computer Science

Northeastern Illinois University
08.2017

Skills

  • Troubleshooting & Issue Resolution
  • SaaS Application & Backend Support
  • API Integration & Debugging (RESTful APIs)
  • Python Scripting & Automation
  • SQL / Database Querying (MySQL, PostgreSQL, NoSQL)
  • HTML, CSS, Web Services
  • Ticketing Systems (WHD, Zendesk, Jira)
  • Knowledge Base & Documentation (Confluence)
  • System Administration (Active Directory, Google Admin Console)

Timeline

Technical Support Engineer

WorkN
11.2021 - Current

Senior IT Lead

Noble Schools
08.2017 - 11.2021

Bachelor of Science - Computer Science

Northeastern Illinois University

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