Griffin Litke
Austin,Texas
Summary
Technical Services Engineer with demonstrated expertise supporting business engineering activities and providing cross-functional technical support. Over 4 years of experience in various Technical Support roles, but an entire career build on working directly in a customer or public facing capacity. Skilled in building and maintaining tools and processes to standardize work and improve efficiency. Expert in customer support/success and client relations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical Services Engineer Tier II
CONTINUUM Applied Technology
01.2023 - Current
- Improved database and application system performance by troubleshooting and resolving complex technical issues.
- Performed updates on customer environments and developed custom scripts used to troubleshoot and resolve software data issues.
- Managed the escalation process of unresolved system issues to the appropriate internal teams.
- Worked directly with customers to define, develop, and deliver customized data imports/solutions/enhancements to their databases.
- Managed, configured, and maintained system/web/management servers hosting cloud based Enterprise Environments for 100+ customers.
- Responsible for 24/7 support, responded to customer-submitted and automatic system monitoring alerts to resolve web service and system outages impacting end users across the globe.
- Collaborated with development teams to test solutions and assist in the implementation of fixes for known breaks/bugs.
- Installed, configured, deployed, and managed web service applications integrated with on-premise and cloud-based client databases.
Software Support Technician
CONTINUUM Applied Technology
09.2021 - 12.2022
- Enhanced customer satisfaction by resolving/addressing software-related issues and questions promptly and efficiently.
- Streamlined procedures for troubleshooting, reproducing, and diagnosing software problems, resulting in quicker resolutions.
- Developed comprehensive documentation for commonly encountered issues, increasing efficiency of the Support team and empowering users to self-troubleshoot effectively.
- Conducted regular testing of new software and application releases, ensuring seamless integration and minimal disruptions for end users.
- Analyzed, reproduced, and reported database breaks/bugs in collaboration with the Technical Services, Reporting, Product, and Development teams.
- Created and managed active directory users/user groups/rules for cloud-based enterprise environments, and assisted end users with establishing connection through web interfaces and RDP connections.
IT Technical Support and Integration Specialist
PraxiTek
02.2021 - 08.2021
- Balanced the roles of IT Support Technician and Technology Integration Specialist within the dentistry office/facility niche.
- Set up and installed hardware and software in optimal configurations to meet the unique technical and functional requirements of clients on an individual basis.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Responded to support requests from end users and walked individuals through basic troubleshooting tasks to determine root cause.
- Utilized construction skills to install and set up technology at customer sites (ie running cable, mounting racks, installing ethernet access points, etc.)
- Planned, built, optimized, and configured server racks for customers.
Veteran's Center Administrative Coordinator
Eastern CT State University - VA
08.2019 - 05.2020
- Streamlined office operations by implementing efficient administrative processes and procedures.
- Prepared detailed documents and reports in adherence administrative processes.
- Helped establish a more efficient and streamlined organizational system for files and digital media.
- Developed, updated and organized Microsoft Access databases to handle and archive student data. (Internship Project for Degree)
Military Police (MOS 31b)
US ARMY - CT ARNG - 143 MP CO
05.2014 - 05.2020
- Graduated Basic Combat Training (BCT) at Fort Leonard Wood, Missouri in 2014 and 31b MP Advanced Individual Training (AIT) in 2015.
- Served in the Army National Guard until the end of my contract in 2020, honorably discharged at the rank of E-4 Specialist.
Security Officer
The Jackson Laboratory For Genomic Medicine
06.2018 - 08.2018
- Managed entryway personnel identification and sign-in.
- Supervised and secured all facility assets and property.
- Worked independently and responded effectively to alarms, malfunctions, and emergencies with sensitive lab equipment.
- Followed and enforced strict safety risk management procedures.
- Collaborated with local law enforcement to deal with potentially dangerous situations.
Education
Bachelor of Science - Business Information Systems
Eastern Connecticut State University
Willimantic, CT12.2022
Skills
- Software Development
- ITIL Processes
- Network Administration
- SQL Analytics
- Database Management
- SQL and Databases
- Database monitoring
- IIS server configuration
- IIS Administration
- Software Development Life Cycle (SDLC)
- Escalation procedures
- SaaS Platforms
Certification
- Certificate in AWS Security Essentials (07/21/23)
Timeline
Technical Services Engineer Tier II
CONTINUUM Applied Technology
01.2023 - Current
Software Support Technician
CONTINUUM Applied Technology
09.2021 - 12.2022
IT Technical Support and Integration Specialist
PraxiTek
02.2021 - 08.2021
Veteran's Center Administrative Coordinator
Eastern CT State University - VA
08.2019 - 05.2020
Security Officer
The Jackson Laboratory For Genomic Medicine
06.2018 - 08.2018
Military Police (MOS 31b)
US ARMY - CT ARNG - 143 MP CO
05.2014 - 05.2020
Bachelor of Science - Business Information Systems
Eastern Connecticut State University
Similar Profiles
Lisa HuntLisa Hunt
Practical Nursing Instructor at Tennessee College of Applied TechnologyPractical Nursing Instructor at Tennessee College of Applied Technology
Ethan CrawfordEthan Crawford
Sales Representative Team Leader at Applied Micro TechnologySales Representative Team Leader at Applied Micro Technology
Paxton FairbairnPaxton Fairbairn
Clinical Nursing Student at Tennessee College of Applied TechnologyClinical Nursing Student at Tennessee College of Applied Technology
Claire LewisClaire Lewis
Senior Client Implementation & Onboarding Consultant– Enterprise Accounts at PopmenuSenior Client Implementation & Onboarding Consultant– Enterprise Accounts at Popmenu
LISA HERNANDEZLISA HERNANDEZ
Warehouse Associate at AmazonWarehouse Associate at Amazon