Summary
Overview
Work History
Education
Skills
Timeline
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Evan Gilmer

Evan Gilmer

Oak Ridge,TN

Summary

A highly versatile professional specializing in I.T. System Administration and Customer-Facing Technical Support. I am expert in managing the O365 Admin Center and the Google Workspace Admin Dashboard, alongside advanced proficiency in all core productivity applications. My technical skills include Active Directory, POS system support, and robust hardware troubleshooting. I combine this technical depth with proven Organizational Leadership and effective Customer De-escalation abilities.

Overview

9
9
years of professional experience

Work History

Technical Support Agent L1 (Full-Time)

Ravyx (FKA STCR)
03.2024 - 07.2025
  • High-Volume Remote Support: Provided specialized remote technical support for Point-of-Sale (POS) systems across diverse retail chains, consistently achieving a 95% Ticket Resolution rating.
  • Exceptional Client Satisfaction: Acted as the primary support contact (phone, email, text), delivering timely solutions that resulted in a consistent 97% positive Customer Feedback rating.
  • Complex Issue Coordination: Efficiently managed and coordinated support with third-party vendors to swiftly troubleshoot and resolve complex, escalated technical challenges and maintain stakeholder alignment through transparent communication.

Help Desk Analyst L2 (Full-Time)

Stand Out For Good Inc.
09.2021 - 03.2024
  • Operational Continuity & Performance: Maintained 100% retail operational continuity by rapidly resolving complex Point-of-Sale (POS) system issues and consistently achieving a 94% Ticket Closure rate.
  • Tier 2 Technical Support: Provided expert, comprehensive L2 technical support across corporate office hardware and network/software, resulting in a 96% Positive Associate Feedback rating.
  • Vendor Management & Communication: Streamlined issue resolution by coordinating directly with third-party vendor solutions and providing consistent, timely communication to all key internal and external stakeholders.

Material Handler (Full-Time)

Voestalpine Railway Systems Nortrak - Knoxville
11.2018 - 02.2019
  • Production and Process Efficiency: Drove a 20% increase in production efficiency by strategically managing the movement and staging of heavy materials, ensuring a continuous and organized workflow.
  • Precision Fabrication & Equipment Operation: Maintained and operated a lathe for precision finishing, utilized an overhead crane for safe material handling, and expertly employed various pneumatic tools for intricate fabrication tasks.
  • Quality Control & Safety Compliance: Maintained a flawless safety record while conducting meticulous final product verification, guaranteeing adherence to strict industry standards (e.g., smoothly grounded edges, correctly attached components).

Client Solutions (Part-Time: 2016 - 2019)

Best Buy Co., Inc.
03.2016 - 09.2021
  • Revenue Generation & Sales Expertise: Drove revenue growth and profitability by consistently achieving high sales metrics and successfully upselling customers on high-margin products (warranties, services, and credit cards).
  • Expert Customer Consultation: Provided specialized consultation for personal technology (PCs, mobile phones, smart home), maintaining up-to-date knowledge to expertly match solutions to customer needs, and maintaining an average 97% customer satisfaction rate.
  • Service Logistics & Operational Optimization: Successfully executed Geek Squad Field Service for appliance delivery and installation with zero damage to property. Optimized operational efficiency and loss prevention by streamlining warehouse product movement and inventory asset integrity.

Education

AWS Certified Welder (GMAW - D1.1 - 3G) - Pipe Welding

Tennessee College Of Applied Technology
Knoxville, TN
11.2018

High School Diploma -

Karns High School
Knoxville, TN
05.2016

Skills

  • Advanced IT Troubleshooting

  • Active Directory Management

  • Expert O365 Administration (Admin Center)

  • Customer De-escalation & Communication

  • Remote & Deskside Support

  • Expert Google Workspace Administration (Admin Dashboard)

Timeline

Technical Support Agent L1 (Full-Time)

Ravyx (FKA STCR)
03.2024 - 07.2025

Help Desk Analyst L2 (Full-Time)

Stand Out For Good Inc.
09.2021 - 03.2024

Material Handler (Full-Time)

Voestalpine Railway Systems Nortrak - Knoxville
11.2018 - 02.2019

Client Solutions (Part-Time: 2016 - 2019)

Best Buy Co., Inc.
03.2016 - 09.2021

AWS Certified Welder (GMAW - D1.1 - 3G) - Pipe Welding

Tennessee College Of Applied Technology

High School Diploma -

Karns High School

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Evan Gilmer