Ethan Salm
Summary
Senior Technical Support Engineer at Zendesk in Madison, WI, bringing a wealth of experience and expertise. Holds ITIL Foundation 4 and ITIL Practitioner - IT Asset Management certifications, demonstrating honed troubleshooting skills and a meticulous approach to work. Exceptional problem-solver with strong attention to detail and diagnostic abilities. Highly goal-oriented and dedicated to providing exceptional customer service. Extensive experience in IT Desktop Support, NOC, IT consulting and support, as well as audio/visual technical experience with local municipalities and cable access stations. Previous role as Skilled Sterile Processing Instrument Technician/Supervisor (CRCST, CIS - previously certified through IAHCSMM) in healthcare, showcasing highly developed technical and interpersonal skills.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Technical Support Engineer
Zendesk
10.2024 - Current
- Provide technical guidance via email, phone, video conference, and social media
- Troubleshoot and resolve customer issues while providing high end customer service and improving the customer experience
- Help users learn how to use Zendesk knowledge base and products
- Document and escalate customer issues
- Provide technical supervision and guidance to other engineers
- Perform complex troubleshooting such as debugging, replicating issues through testing, and in depth event/log research
- Contributed to product development by providing valuable feedback from customers and identifying opportunities for improvement.
- Proactively identified trends in technical issues, implementing preventative measures to reduce future occurrences.
Executive Technical Support Analyst
Exact Sciences
11.2022 - 10.2024
- C-Suite 'White Glove' response to Executives and their assistants to ensure all their IT needs are addressed in a timely manner
- Provide a high level of support through problem solving, listening, and having an exceedingly high level of customer service
- Deliver tailored solution engineering to all requests made by Executives and their assistants
- Make house calls to assist Executives with home office, networking, AV implementation, and other technical setups
- Work with Executive Assistants to support IT initiatives for Executive needs, including travel and other offsite engagement
- Provide A/V Support for Executive meetings, including presentation setup and video conferencing
- Proactively manage new deployments and technology to the Executives, ensuring little to no disruption
- Interact with IT functional groups and establish relationships cross-functionally to drive escalations to closure
- Generate weekly and monthly reports for Executive Leadership liaisons regarding customer support issues
- Maintain confidentiality and privacy in all dealings with Executives and their data
- Assist with coordination of vendors and external repair/service technicians
Desktop Support Engineer
Quartz Health Solutions
06.2022 - 11.2022
- Level 3 IT Support
- Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution
- Work with senior leadership in the company to identify and assist with IT solutions for current and future initiatives
- Involved in several project teams relating to IT hardware/software deployments
- Attend weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies
NOC Engineer II
INOC
01.2022 - 07.2022
- Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution
- Attend weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies
Desktop Support Analyst
Quartz Health Solutions
03.2022 - 06.2022
- Level 2 IT Support
- Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution
- Work with senior leadership in the company to identify and assist with IT solutions for current and future initiatives
- Involved in several project teams relating to IT hardware/software deployments
- Attend weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies
Lead IT Service Desk Analyst
Quartz Health Solutions
07.2019 - 03.2022
- Assisted in building the Service Desk from the ground up and implementing processes/procedures
- Created knowledgebase articles and metric reports within ServiceNow
- Trained, mentored, and led Service Desk Agents
- Successfully provided technical support for over 800 clients, demonstrating excellent customer service skills
- Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution
- Attend weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies
Sterile Processing Supervisor
Madison United Healthcare Linen (MUHL)
04.2018 - 01.2019
- Responsibilities included supervision of the inspection and sterilization of surgical packs and linen for many hospitals and clinics in the Madison, WI area
- Overseeing proper preparation, packaging, and sterilization techniques of around twenty employees in my immediate department
- Assisted in supervision of the whole workforce along with two other supervisors as well (around one hundred employees)
- Completed minor preventative maintenance and mechanical repairs on equipment
- Monitored all company inventory to ensure stock levels and databases were updated
- Resolved problems, improved operations, and provided exceptional service
- Developed and maintained courteous and effective working relationships
Sterile Processing Instrument Technician
Regions Hospital
05.2018 - 08.2018
- Responsibilities include the decontamination, inspection, packaging, and sterilization of surgical instruments, high priority cameras, and scopes (ex
- Flexible endoscopes) while coordinating with the perioperative and additional hospital staff/departments
Advanced Repair Agent
Geek Squad
09.2013 - 05.2014
- Provided exceptional customer service by responding promptly to inquiries and resolving problems in a timely manner
- Maintained up-to-date knowledge of current products, services, procedures and industry trends
- Consult, troubleshoot, and repair clients' computers and mobile devices
- Performed regular upgrades to update systems and improve operability
- Provided customers with troubleshooting, repair, and support services within multiple environments
Audio Video Technician
Village of McFarland Community Cable
07.2011 - 07.2012
- Help manage, maintain, and operate a local cable station involving A/V equipment and computer hardware
Audio Video Technician
City of Monona Community Cable
09.2005 - 08.2008
- Help manage, maintain, and operate a local cable station involving A/V equipment and computer hardware
Education
Associate's Degree - Associates of Applied Arts & Sciences
University of Wisconsin-Superior
Superior, WI12.2017
Certificate - Central Services Technician
MCTC
Minneapolis, MN06.2014
Skills
- Technical Problem Solving
- Familiarity with Multiple Operating Systems
- Proficient in Microsoft Office
- ITIL Framework Expertise
- Technical Application Support
- Proficient in Ticketing Systems
- Remote Support
- Hardware Configuration
- Virtual Technical Assistance
- Data backup and recovery
- Customer Service Expertise
- Software Application Troubleshooting
Certification
ITIL Foundation Level 4, AXELOS Global Best Practice
ITIL 4 Practitioner - IT Asset Management
Website Portfolio Profiles - LinkedIn
linkedin.com/in/ethan-salm-42422451
Languages
English
Native or Bilingual
Timeline
Senior Technical Support Engineer
Zendesk
10.2024 - Current
Executive Technical Support Analyst
Exact Sciences
11.2022 - 10.2024
Desktop Support Engineer
Quartz Health Solutions
06.2022 - 11.2022
Desktop Support Analyst
Quartz Health Solutions
03.2022 - 06.2022
NOC Engineer II
INOC
01.2022 - 07.2022
Lead IT Service Desk Analyst
Quartz Health Solutions
07.2019 - 03.2022
Sterile Processing Instrument Technician
Regions Hospital
05.2018 - 08.2018
Sterile Processing Supervisor
Madison United Healthcare Linen (MUHL)
04.2018 - 01.2019
Advanced Repair Agent
Geek Squad
09.2013 - 05.2014
Audio Video Technician
Village of McFarland Community Cable
07.2011 - 07.2012
Audio Video Technician
City of Monona Community Cable
09.2005 - 08.2008
ITIL Foundation Level 4, AXELOS Global Best Practice
ITIL 4 Practitioner - IT Asset Management
Associate's Degree - Associates of Applied Arts & Sciences
University of Wisconsin-Superior
Certificate - Central Services Technician
MCTC
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