Kaitlyn Johnson
Comanche,Texas
Summary
Flexible Technical Support Engineer with 5 years of experience helping clients maintain smooth operations. Expertise in technical support systems and agile work environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.
Overview
9
9
years of professional experience
Work History
Technical Support Engineer
Dropsuite
08.2024 - Current
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Managed IT go-live projects with precision and focus
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Collaborated with cross-functional scrum teams to develop solutions for recurring technical problems using agile methodologies.
Technical Support Technician
Dropsuite
04.2023 - 08.2024
- Increased efficiency with comprehensive knowledge of company products and services, allowing for quick issue resolution.
- Achieved higher customer retention rates through excellent communication skills when explaining complex technical concepts in simple terms.
- Maximized productivity by maintaining an organized work environment and managing multiple projects simultaneously.
- Utilized diagnostic tools effectively to identify root causes of technical problems accurately and consistently.
- Contributed to a streamlined workflow by maintaining clear and accurate documentation of technical support cases.
- Employed various tools and equipment to find solutions to difficult or complex issues.
End User Support Specialist
Tarleton State University
07.2019 - 03.2023
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Managed and maintained 183 computers daily in various classroom and lab settings for the College of Science and Technology
- Served as an escalation point for complex technical cases requiring advanced troubleshooting skills or specialized knowledge.
- Developed user-friendly documentation and guides, simplifying the troubleshooting process for end-users.
- Enhanced user satisfaction by promptly addressing and resolving technical issues.
911 Telecommunicator
Comanche County Sheriff's Department
11.2015 - 06.2019
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and emergency medical services while tracking data in a real-time environments
- Completed appropriate forms and radio announcements for police department needs
- Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy
- Read system maps and caller information, and documented details in a computer-aided dispatch system
- Answered calls from automatic routing systems and took basic information from callers
911 Telecommunicator
Dublin Police Department
06.2015 - 11.2015
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and emergency medical services while tracking data in a real-time environments
- Completed appropriate forms and radio announcements for police department needs
- Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy
- Read system maps and caller information, and documented details in a computer-aided dispatch system
- Answered calls from automatic routing systems and took basic information from callers
Education
Master of Science - Information Technology Management
Western Governors University
Salt Lake City, Utah06.2022
Bachelor of Science - Computer Information Systems
Tarleton State University
Stephenville, Texas08.2015
Skills
- IT Go-Live Project Management
- Gap Analysis
- Agile Development Life Cycle
- Agile Scrum Team
- Technical Support
- Technical Troubleshooting
- Application support
- Hardware Configuration
- Customer Support
- Technical Documentation
- Root Cause Analysis
- Teamwork and Collaboration
- Customer Relationship Management
Awards
National Society of Leadership and Success, Member
Timeline
Technical Support Engineer
Dropsuite
08.2024 - Current
Technical Support Technician
Dropsuite
04.2023 - 08.2024
End User Support Specialist
Tarleton State University
07.2019 - 03.2023
911 Telecommunicator
Comanche County Sheriff's Department
11.2015 - 06.2019
911 Telecommunicator
Dublin Police Department
06.2015 - 11.2015
Master of Science - Information Technology Management
Western Governors University
Bachelor of Science - Computer Information Systems
Tarleton State University
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