GARRETT KING
INDEPENDENCE
Summary
I am a dedicated cybersecurity professional with a strong foundation in management and technology. I thrive in fast-paced work environments where I can troubleshoot complex issues and deliver top-tier support to end users. My long-term goal involves transitioning into a leadership position and managing teams. I am eager to take on new challenges that allow me to refine my leadership skills and contribute to business success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Tier 2 Technical Support Specialist
Panasonic Connect North America
Leawood
05.2025 - Current
- Troubleshoot hardware and software problems related to AV systems, including PJLink, RS-232, and complex private networks.
- Collaborate with engineering and product teams to resolve persistent or high-impact issues
- Tracked and managed key performance indicators (KPIs) to evaluate support efficiency, customer satisfaction, and case resolution times.
- Managed team members, ensuring high-quality customer interactions.
- Guide customers through advanced troubleshooting procedures via phone and email.
- Created and maintained internal knowledge base articles to enhance team knowledge sharing.
- Assist with SentinelOne MDR/EDR platform
Technical Support Specialist
Panasonic Connect North America
Leawood
02.2025 - Current
- Provide Tier 1 support for Panasonic projectors and professional displays.
- Assisted end users with hardware, software, and networking issues.
- Diagnosed and resolved technical problems via phone and email, maintaining a high level of customer satisfaction.
- Used Salesforce to manage support cases, document troubleshooting steps, and track customer interactions.
Shift Lead
Costa Vida
Lee's Summit
08.2021 - 07.2024
- Led and motivated a team of 6-8 people to deliver top-tier customer service in a fast-paced environment.
- Trained team members on POS systems, ensuring smooth operations.
- Identified and resolved technical issues within the Toast POS system, improving system uptime.
- Supervised front and back-of-house employees, ensuring consistent performance and portioning.
- Analyzed sales data and transaction reports via the POS dashboard to assist with labor management.
- Supervised daily operations, ensuring high quality standards of customer service and food quality.
- Trained and managed team members on store procedures, food prep, and customer interaction.
- Resolved customer concerns with professionalism.
Manager
Tropical Smoothie Cafe
St Augustine
06.2020 - 08.2021
- Led daily store operations, including opening/closing procedures, cash handling, inventory management, and staff scheduling to ensure smooth and efficient service.
- Supervised and coached a team of 10 employees, improving performance through hands‑on training, feedback, and accountability.
- Maintained high standards of food safety, cleanliness, and brand consistency in compliance with company and health‑department guidelines.
- Increased customer satisfaction by resolving issues quickly, monitoring service quality, and fostering a welcoming, upbeat environment.
- Analyzed sales trends and labor costs to optimize staffing levels and reduce waste, contributing to improved profitability.
Education
Bachelor of Science - INFORMATION TECHNOLOGY
Western Governors University
06-2026
SECURE SYSTEMS ADMINISTRATION AND ENGINEERING -
Metropolitan Community College
Kansas City, MO05-2024
Skills
- Technical troubleshooting
- Customer support
- User training
- Documentation creation
- Systems administration
- Network administration
- Performance analysis
- Project management
Certification
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- CompTIA Project+
Timeline
Tier 2 Technical Support Specialist
Panasonic Connect North America
05.2025 - Current
Technical Support Specialist
Panasonic Connect North America
02.2025 - Current
Shift Lead
Costa Vida
08.2021 - 07.2024
Manager
Tropical Smoothie Cafe
06.2020 - 08.2021
Bachelor of Science - INFORMATION TECHNOLOGY
Western Governors University
SECURE SYSTEMS ADMINISTRATION AND ENGINEERING -
Metropolitan Community College