Julia Munsey
Fountain,CO
Summary
Julia Munsey is an accomplished Information Technology Support Specialist with over a decade of experience providing comprehensive IT support. She possesses a strong background in troubleshooting a broad spectrum of technical problems and is proficient in the use of multiple operating systems to enhance business operations. Julia is adept at conducting thorough data analysis, maintaining precise and current documentation, and ensuring strict compliance with applicable regulatory standards. Her work is distinguished by her ability to boost team efficiency, improve customer satisfaction, and raise cybersecurity awareness through measurable initiatives.
Experienced leadership professional prepared to guide teams effectively. Strong focus on collaboration and achieving results, ensuring adaptability with changing needs. Proficient in project management, conflict resolution, and strategic planning. Reliable and flexible, fostering cohesive and productive team environment. Experienced with leading teams to achieve project goals through effective management and strategic planning. Utilizes strong organizational and communication skills to foster collaboration and drive performance. Track record of successfully overseeing project execution and adapting to dynamic work environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Tier2 Team Lead
StratusIQ
Colorado Springs, Colorado
08.2022 - Current
- Leads a team of three to four Tier2 technicians, assessing daily performance and promoting operational enhancements that resulted in a 15% increase in ticket resolution speed.
- Manages escalated customer technical networking issues, troubleshooting complex network systems and achieving a 98% resolution rate for escalated tickets.
- Trained more than ten new hires on technical networking with a focus on fiber optics, decreasing onboarding time by 20%.
- Delivers monthly cybersecurity education and training sessions, resulting in a 30% improvement in staff cybersecurity awareness scores.
- Supports the Operations Supervisor with secure networking expansion projects, helping to achieve a 25% increase in secure network coverage and supporting organizational growth and security objectives.
Tier2 Technician
StratusIQ
Colorado Springs, Colorado
09.2020 - 08.2022
- Provided technical support to business and residential customers using email, ticketing systems, and phone, consistently resolving over 150 tickets per month.
- Provisioned fiber-to-the-home services, including internet, VOIP, and video, on Zhone ONTs and Adtrans platforms for more than 200 clients.
- Troubleshot ONT issues using command line and Putty, enabling rapid issue resolution and reducing customer downtime by 25%.
- Identified and alerted customers to infringements and DDoS attacks, supporting secure and reliable service.
- Registered and configured VOIP devices such as Cisco Spa ATAs and handsets, assisting with over 100 device installations.
- Offered support to field technicians and customers during weekends and holidays to maintain uninterrupted service availability.
Critical Situation Manager / Team Mentor / Trainer
TEK Experts
Colorado Springs, Colorado
11.2019 - 09.2020
- Oversaw four to eight Microsoft Support Tickets daily for Fortune 500 clients, resolving issues with urgency and maintaining a 90% on-time resolution rate.
- Developed and conducted group training sessions that aligned with business goals and key performance indicators, increasing new hire productivity by 18%.
- Demonstrated organizational and leadership skills to new hires by handling live critical Microsoft cases.
- Assessed five to six new hires and team members each day by reviewing case notes, client interactions, and communications with Microsoft Engineers.
- Facilitated two to four weekly instructional training modules for new recruits, outlining expectations and responsibilities as a Critical Situation Manager.
- Worked collaboratively with fellow trainers to deliver technical training in a virtual format.
Internet Support Representative
Charter Communications
Colorado Springs, Colorado
11.2017 - 08.2019
- Handled more than forty customer calls per day, achieving a 95% customer satisfaction rate by providing technical support for internet and phone services, retrieving customer data, troubleshooting equipment, and educating customers.
- Mentored and trained four new employees on customer service and technical programs, as well as conflict resolution, leading to a 100% successful onboarding rate.
- Communicated with customers to promote company products and services by aligning features, benefits, and pricing to customer needs.
- Monitored and prioritized customer feedback, reporting trends to management to identify root causes and drive process improvements, which reduced repeat calls by 10%.
Petroleum Supply Specialist
United States Army
Ft. Carson, Colorado
11.2013 - 10.2017
- Oversaw daily responsibilities as an Aviation Petroleum Supply Specialist, including transporting sensitive and hazardous materials in accordance with local, state, and federal regulations.
- Ensured the safety of work areas and proper storage of hazardous materials in line with OSHA, EPA, and DOD regulations, resulting in zero workplace accidents.
- Conducted daily preventive maintenance on twenty Heavy Expanded Mobility Tactical Trucks (HEMTT).
- Trained new team members on safety protocols for handling petroleum, covering protective equipment use, hazardous material inspection, and emergency procedures.
- Performed monthly inspections and created reports for petroleum-based products for laboratory analysis.
Education
Associate of Science - Paralegal Studies
Pikes Peak Community College
Colorado Springs, CO05-2020
Skills
- Network Troubleshooting
- Cybersecurity Awareness
- Team Leadership
- Customer Service Excellence
- Data Analysis
- Technical Training
- Regulatory Compliance
- Conflict resolution
- Coaching and mentoring
- Customer focus
- Quality control
- Process improvement
- Complaint resolution
- Operations management
- Trend tracking
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 3-4 staff members.
- Collaborated with team of 6 in the development of Fiber infrastructure in Colorado Springs.
- Resolved product issue (Plume pods) through consumer testing.
Certification
- Certificate of Achievement in Cyber Security, Pikes Peak State College, Colorado Springs, CO
- Graduated 2023-05
- Honors: Graduated with distinction; completed advanced coursework in Network Defense and Incident Response.
- Security+ Certification (In Progress), CompTIA
- Expected completion: March 2026
Languages
German
Native or Bilingual
Timeline
Tier2 Team Lead
StratusIQ
08.2022 - Current
Tier2 Technician
StratusIQ
09.2020 - 08.2022
Critical Situation Manager / Team Mentor / Trainer
TEK Experts
11.2019 - 09.2020
Internet Support Representative
Charter Communications
11.2017 - 08.2019
Petroleum Supply Specialist
United States Army
11.2013 - 10.2017
Associate of Science - Paralegal Studies
Pikes Peak Community College