Josiah Hein
Doniphan,NE
Summary
Dependable Support Technician with 2 years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions.
Overview
3
3
years of professional experience
Work History
Tier 2 Technical Support Specialist
Allo Communications
Grand Island, Nebraska
02.2022 - 02.2024
- Documented problems and solutions to train lower-level support on how to address customer technical issues.
- Reviewed software code to Identify and resolve customer issues in software.
- Mastered new products, developed advanced technical knowledge and applied new skills in fast-paced environment.
- Translated complex, technical concepts into easy to understand language to assist non-technically oriented customers.
- Used remote control and assistance tools expertly to support non-local customers.
- Investigated reported issues, coordinated with internal teams and devised strategies for responding to customers.
- Demonstrated technical skills in systems management, security, service management, applications and networking and solved complex problems according to established procedures and industry best practices.
- Maintained positive working relationship with fellow staff and management.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained records of data communication transactions, problems and remedial actions or installation activities.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Collected, analyzed and reported on data for use in operational planning.
Quest Design Intern
Pixel Mine Games
Grand Island, NE
11.2020 - 01.2022
- Draft new narrative experiences that engage players both new and pre-existing
- Work closely with the development team to determine appropriate stakes and rewards for quests
- Implement newly introduced systems into quests and dialogue in an attempt to narratively present them in game
- Write scripts for dialogue interactions with NPCs
- Take scripts and drafts and translate them into proprietary code
- Document existing lore and expand upon it
- Introduce new expansions and areas via connected quetlines between locations
- Improved services and technologies through continued analysis of system performance.
- Assessed software problems and used troubleshooting tools to swiftly resolve technical issues.
Education
Bachelor of Science - Video Game Design And Simulation
New England Institute Of Technology
East Greenwich, RI09.2021
Associate of Science - Game Design And Simulation
New England Institute of Technology
East Greenwich, RI05.2020
High School Diploma -
Grand Island Northwest High School
Grand Island, NE05.2017
Skills
- Configuring Devices
- Diagnosing Issues
- First Aid/CPR
- Microsoft Office
- Data Management
- Windows XP/Vista
- Technical Troubleshooting
- Customer Support Needs Assessment
- Hardware Upgrades
- Hardware Diagnostics
- Call Center Operations
- Microsoft Windows and Office
- System Performance Assessment
- Customer Service
- Troubleshooting Network Issues
- Hardware and Software Repair
- Help Desk Support
- Documentation Development
- System Performance Assessments
- Collaborative Team Player
- Customer Service Support
- Software Evaluation
- Tracking and Documentation
- Computer Diagnostics
- Training Materials Development
- Issue and Resolution Tracking
- Error Detection
- Account Administration
- Attention to Detail
- DHCP/DNS Ethernet and Firewall Proficient
- Network Configuration
- Software Deployment
- Computer Skills
- Experience with Jira
- Experience with Perforce
- Quick and Comprehensive Learning
- Communications
- Team management
- Collaboration skills
- Hardware Installation
- Network configuration
- Software Installation
- Systems integration
- Advanced troubleshooting
- Remote Technical Support
- Python Coding
Timeline
Tier 2 Technical Support Specialist
Allo Communications
02.2022 - 02.2024
Quest Design Intern
Pixel Mine Games
11.2020 - 01.2022
Bachelor of Science - Video Game Design And Simulation
New England Institute Of Technology
Associate of Science - Game Design And Simulation
New England Institute of Technology
High School Diploma -
Grand Island Northwest High School