Heyden Imes
Saint Charles,Missouri
Summary
Accomplished Senior Technical Support Specialist with a proven track record at Washington University School of Medicine, adept in hardware diagnostics and delivering exceptional customer support. Spearheaded fundraising initiatives and mentoring technicians, significantly enhancing team productivity and support efficiency. Expert in application support and incident management, consistently achieving high user satisfaction.
Overview
4
4
years of professional experience
Work History
Senior Technical Support Specialist
Washington University School of Medicine
12.2021 - Current
- Provides daily onsite and remote support for the computing desktop; including operating system, software installation and maintenance, and hardware.
- Responds to assigned tickets.
- Evaluates, prioritizes, resolves problems and requests, or escalates to appropriate support areas.
- Acts as the front-facing support liaison for all desktop-related support issues.
- Prioritizes work load to appropriately respond to customer needs and demands.
- Provided ongoing mentorship and training to tier one technicians.
- Head of Celebration Committee, organizing celebrations for over 200 staff members.
- Led fundraising initiatives, raising several thousand dollars to support the 100 Neediest Cases organization.
Client Support Technician
Jolt Technology
06.2021 - 12.2021
- Provided technical support to end-users via phone, email, and chat, resolving hardware, software, and network issues.
- Logged, categorized, and prioritized support tickets, ensuring timely resolution and effective communication with users.
- Diagnosed and addressed technical problems related to operating systems, applications, and network connectivity, escalating complex issues as needed.
- Maintained accurate records of user issues and solutions; created and updated knowledge base articles to aid users and support staff.
- Delivered user training on software applications, hardware usage, and best practices to enhance productivity.
- Demonstrated high-quality customer service, showing patience, empathy, and professionalism in all interactions.
Education
Associate of Applied Science - Cyber Security
Pikes Peak Community College
Colorado Springs, CO06.2021
Skills
- Hardware diagnostics
- Application support
- Desktop support
- Hardware knowledge
- Customer Support
- Incident Management
- Issue Resolution
- Help Desk Support
- Hardware Configuration
Timeline
Senior Technical Support Specialist
Washington University School of Medicine
12.2021 - Current
Client Support Technician
Jolt Technology
06.2021 - 12.2021
Associate of Applied Science - Cyber Security
Pikes Peak Community College
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