Kai Vogel
Virginia Beach,VA
Summary
Reliable and hard-working IT professional bringing 3 years of experience in customer-facing technical support roles. Eager to find an opportunity to continue learning and growing, and to be a part of a great team.
Overview
3
3
years of professional experience
1
1
Certification
Work History
System Engineer (Intern)
INIT Innovations In Transportation
10.2022 - Current
- Worked with a team of engineers and developers to help launch Open Payments, a component of the INIT fare collections system which allows riders to use Contactless credit and debit card payments for HART, PSTA, TheBus, and The Rapid public transit agencies.
- Completed internal quality assurance testing and performed on-site user acceptance testing with clients to ensure system acceptance.
- Successfully deployed the new component system-wide and provided ongoing maintenance and support for the new system component.
Software Support Analyst
INIT Innovations In Transportation
01.2022 - Current
- Developed a deep understanding of proprietary fare collections and revenue management systems and software.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues, engaging appropriate resources when necessary to reach resolutions promptly.
- Lead meetings with clients to review open issues and develop strong relationships with stakeholders.
- Conducted daily system health checks and device monitoring for clients, ensuring optimal system performance and identifying potential issues proactively.
- Provided comprehensive user training, empowering clients to maximize the benefits of the system and software.
- Created internal documentation and problem resolution procedures to increase knowledge-base and improve overall efficiency.
IT Technical Support Intern
Catholic Diocese Of Arlington
02.2021 - 07.2021
- Provided daily technical support to over 200+ employees in the Diocese.
- Imaged and deployed 70+ Windows systems for yearly workstation refresh project
- Performed in-place upgrades on roughly 250 devices for yearly workstation refresh.
- Provided on-site support to clients during an organization-wide Office 365 email migration, ensuring a smooth transition for users.
- Resolved Internet and wireless and wired network access problems.
Education
Bachelor of Science - Information Technology
George Mason University
Fairfax, VA05.2021
Skills
- Systems Analysis
- Systems Engineering
- Atlassian JIRA
- Oracle VM VirtualBox
- SQL Queries
- Python (Object-oriented programming)
- Java (Object-oriented programming)
- HTML
- CSS
Certification
- ITIL 4 Foundation Certificate in IT Service Management
Timeline
System Engineer (Intern)
INIT Innovations In Transportation
10.2022 - Current
Software Support Analyst
INIT Innovations In Transportation
01.2022 - Current
IT Technical Support Intern
Catholic Diocese Of Arlington
02.2021 - 07.2021
Bachelor of Science - Information Technology
George Mason University
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