Jason K. Senkusu
Aurora,CO
Summary
Dedicated Technical Support Engineer / Systems administrator who easily adapts to providing service via phone, email, remote desktop systems and more. Committed to successfully resolving all issues and complaints to support business continuity and operational throughput with over 5 years of experience. Dynamic manager of company-wide technical health and technological integrity.
Overview
6
6
years of professional experience
Work History
Technical Support Engineer
LiveRamp
Denver , CO
09.2022 - Current
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Advocated for end-users, performing tests and problem analysis for server, desktop and IT infrastructure work.
- Contributed to knowledge base by creating and maintaining articles and other technical documents.
- Drafted documentation on tutorials and FAQs to eliminate unnecessary service calls and avoidable user errors.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
Help Desk Analyst II
Westerra Credit Union
Denver, CO
05.2022 - 09.2022
- Assisted customers by troubleshooting and resolving technical problems.
- Trained new employees on support processes, procedures and knowledge base.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Developed and maintained positive customer relationships resulting in increased account services and expansion.
- Maintained records, logs and lifecycle documentation of work requests.
Computer Assembler
Self employed
Denver, CO
01.2018 - 04.2022
- I started my own side business where I repair and assemble computers.
- Tackle troubleshooting and problem resolution to support end-user technical issues.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Navigating and reporting through sales force and confluence.
- Submitting and creating JIRA tickets to engineering and Professional Services.
- Assisted new employees with assembly tasks to maintain production levels.
- Isolated and removed defects to maintain specification compliance for every part.
Software Support Specialist
Accruent
Denver, CO
05.2021 - 02.2022
- Created new applications and answered tickets through salesforce
- Controlled access to user accounts in salesforce
- Created new user accounts in salesforce
- Answered calls through five9 and helped with troubleshooting both software and hardware
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Backed up data each evening, helping alleviate lost information following malware incident.
- Received calls and helped clients through the mobile connect application.
- Assisted internal and external users through the sales force platform.
- Created JIRA tickets to best help escalated cases to engineering.
- Conducted team triage sessions through the Microsoft application.
Education
Bachelor of Science - Information Technology
Colorado Technical University
Colorado Springs, CO05.2023
Salesforce Administrator License - Information Technology
Udemy
04.2022
Skills
- Salesforce / Ticketing systems
- Software testing
- VPN/ TCP/IP networking
- SQL & Python
- Confluence / JIRA / Tableau
- Security Information Systems
- VMware / Virtual environments
- Computer Security
- Technical Troubleshooting
- Hardware configuration / Setup
- Active Directory
- Project management
- Risk mitigation strategy and threat analysis
Additional Information
- AWARDS , Employee of the Month ( Rowan Community – 2019 )
- AWARDS , Employee of the Quarter ( CU Direct - 2021 )
- AWARDS , Employee of the Quarter ( Accruent -2021 )
- AWARDS , Employee of the Quarter ( LiveRamp -2022-23 )
Timeline
Technical Support Engineer
LiveRamp
09.2022 - Current
Help Desk Analyst II
Westerra Credit Union
05.2022 - 09.2022
Software Support Specialist
Accruent
05.2021 - 02.2022
Computer Assembler
Self employed
01.2018 - 04.2022
Bachelor of Science - Information Technology
Colorado Technical University
Salesforce Administrator License - Information Technology
Udemy
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