Summary
Overview
Work History
Education
Skills
Websites
Certification
Personal Information
Timeline
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Erik Ivshin

Austin,TX

Summary

Adept at delivering top-tier technical support, I excelled at Whole Foods Market by resolving 98% of customer issues on first contact. Specializing in advanced troubleshooting and incident management, my collaborative skills ensure seamless cross-functional team integration. My expertise in ConnectWise and IT Glue enhances operational efficiency, underscoring my commitment to excellence and continuous improvement.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Tier 2 Technical Support

Whole Foods Market
Austin, TX
01.2024 - Current
  • Provided technical support to customers via phone, email, and chat, resolving 98% of issues on the first contact
  • Collaborated with tier 1 support team to escalate complex issues and ensure timely resolution
  • Troubleshot hardware and software problems for a wide range of products, including computers, printers, routers, and mobile devices
  • Documented all customer interactions accurately in the ticketing system for future reference
  • Collaborated with cross-functional teams to identify recurring technical issues and provide feedback for product improvement
  • Contributed to the development of self-service resources such as knowledge base articles and video tutorials

Information Technology Specialist

GTIN Managed IT
The Woodlands, TX
08.2022 - 09.2023
  • Troubleshoot 10-25 Tier 3 issues per day for internal and external end users, including PCs, hardware, software, and networking problems
  • Deliver training to end users on software and hardware configuration and diagnose issues during setup
  • Create a knowledge base (IT Glue) of solutions for recurring customer issues, resulting in a 15% improvement in resolution times for trouble tickets
  • Analyze and track support tickets and escalate technical issues as needed
  • Proficient in Connectwise, Unify, Immybot and IT Glue
  • Trained new support representatives on troubleshooting techniques and company support protocols.

Help Desk Support Specialist

Chacetech LLC
Houston, TX
09.2021 - 04.2022
  • Configured, updated, and installed hardware and software and performed maintenance to insure optimal functionality for clients
  • Worked on onboarding a new client which included 120+ new PCs, laptops, and tablet devices for an engineering firm
  • Proficient in Autotask CRM, Datto and IT Glue
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.

Education

Associate of Applied Science - Electrical Engineering Technology

Lone Star College System
Tomball, TX
03.2011

Skills

  • Remote desktop support
  • ConnectWise
  • Active Directory
  • ITIL framework
  • Linux
  • Datto
  • IT Glue
  • Microsoft Exchange
  • Ticketing systems
  • Incident management
  • VPN configuration
  • Advanced troubleshooting
  • Operating system support
  • Ticket management
  • Debugging techniques
  • Networking fundamentals

Certification

  • Actively working on the CCNA Certification & CompTIA Security +

Personal Information

  • I love to work on both my Resin 3D Printer and my FDM 3D Printer (I have an Ender 3 V2, Bambu A1, and Elegoo Mars 5 Ultra)
  • Cybersecurity is my long term goal specifically cybersecurity forensics
  • Robotics is another one of my hobbies
  • My current project is building an at home server to learn networking

Timeline

Tier 2 Technical Support

Whole Foods Market
01.2024 - Current

Information Technology Specialist

GTIN Managed IT
08.2022 - 09.2023

Help Desk Support Specialist

Chacetech LLC
09.2021 - 04.2022

Associate of Applied Science - Electrical Engineering Technology

Lone Star College System

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Erik Ivshin