Dedicated support engineer with a strong background in resolving complex technical issues. Expertise in remote support, effective communication, and documentation contributes to maintaining high customer satisfaction and operational efficiency.
Overview
5
5
years of professional experience
Work History
Media Systems Support Technician
WebMD Ignite
Melbourne
04.2024 - Current
Manage and troubleshot digital media systems at client sites, ensuring reliable connectivity, smooth content delivery, and optimal performance.
Diagnosed network and hardware issues, coordinated with IT teams, and performed remote updates to keep systems running seamlessly.
Documented IT support procedures and user instructions for reference.
Support Engineer
Microsoft (Contract)
Remote
12.2022 - 04.2024
Manage daily operations, balancing workloads and ensuring quick, effective case resolutions.
Work directly with customers and developers to troubleshoot issues, provide clear solutions, and maintain a positive experience.
Contribute to support content, test new features, improve workflows, and keep teams aligned and informed.
Apple – Senior Support Specialist (Tier 2)
Apple (Contract)
Remote
08.2020 - 12.2022
Delivered advanced technical support across Apple’s ecosystem, specializing in complex macOS issues.
Managed escalations, guided customers, and junior advisors through detailed troubleshooting, and collaborated with engineering teams on recurring problems.
Contributed to support documentation, mentored team members, and maintained high customer satisfaction with “white glove” service.
Education
High School Diploma -
Connections Academy
Pottstown, PA
06-2015
Skills
Network troubleshooting
Digital media management
Remote support
Technical documentation
Customer relationship management
Digital illustration
Graphic design
Software proficiency
Customer support
Technical troubleshooting
Python programming language
Web development proficiency
Affiliations
Working out and staying active (Love rock climbing, but have not done it in a while)
Playing guitar and listening to music (Metal Head \m/)
Creating digital art
Enjoying quality time with my wife and baby boy
Playing video games (I'm making a video game of my own! Would love to show you!)
<p>Hours per week: 40</p>
<ul>
<li>Duties, Accomplishments and Related Skills:</li>
<li>Applied IT knowledge gained from both academic and professional experiences to provide expert technical support and consultation for camera video systems, utilizing various communication channels including phone, email (with or without a ticketing system), and remote access to clients’ systems</li>
<li>Delivered in-depth support for a range of industry-standard video management software (VMS), including IVC VMS, ExacqVision, Wisenet, and Axis VMS software, ensuring optimal system performance and end-user satisfaction</li>
<li>Engaged with clients in a calm and professional manner to deliver high-level technical support across software, networking, and camera hardware systems</li>
<li>Frequently traveled across various states to perform on-site assignments, including troubleshooting camera system issues and providing training to new and existing clients.</li>
<li>Collaborated with various law enforcement agencies—primarily Public Safety—and the U.S. military to conduct site visits, deliver customized camera system solutions (including surveillance trailers), and optimize system performance.</li>
<li>Leveraged strong teamwork skills to coordinate with the Support Team, Software Developers, and Manufacturing Team in setting up, configuring, and troubleshooting camera video systems</li>
<li>Utilized Chinese language skills to effectively communicate with local and international clients and vendors for training and troubleshooting purposes</li>
<li>Conducted seasonal system checks on clients' camera video systems, performed necessary optimizations, and maintained detailed records of system status and performance</li>
</ul> at INDUSTRIAL VIDEO & CONTROL<p>Hours per week: 40</p>
<ul>
<li>Duties, Accomplishments and Related Skills:</li>
<li>Applied IT knowledge gained from both academic and professional experiences to provide expert technical support and consultation for camera video systems, utilizing various communication channels including phone, email (with or without a ticketing system), and remote access to clients’ systems</li>
<li>Delivered in-depth support for a range of industry-standard video management software (VMS), including IVC VMS, ExacqVision, Wisenet, and Axis VMS software, ensuring optimal system performance and end-user satisfaction</li>
<li>Engaged with clients in a calm and professional manner to deliver high-level technical support across software, networking, and camera hardware systems</li>
<li>Frequently traveled across various states to perform on-site assignments, including troubleshooting camera system issues and providing training to new and existing clients.</li>
<li>Collaborated with various law enforcement agencies—primarily Public Safety—and the U.S. military to conduct site visits, deliver customized camera system solutions (including surveillance trailers), and optimize system performance.</li>
<li>Leveraged strong teamwork skills to coordinate with the Support Team, Software Developers, and Manufacturing Team in setting up, configuring, and troubleshooting camera video systems</li>
<li>Utilized Chinese language skills to effectively communicate with local and international clients and vendors for training and troubleshooting purposes</li>
<li>Conducted seasonal system checks on clients' camera video systems, performed necessary optimizations, and maintained detailed records of system status and performance</li>
</ul> at INDUSTRIAL VIDEO & CONTROL