Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic
Laura Dolson

Laura Dolson

Jackson,MI

Summary

Flexible Technical Support Engineer with 10+ years of experience helping clients maintain smooth operations. Expertise in Windows/Linux systems and Cloud environments (AWS/Azure). Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.

Overview

15
15
years of professional experience
17
17

Certifications

Work History

Technical Support Engineer

Coupa Software
01.2022 - Current
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Delivered Tier-3 support and SME input to internal and external customers.
  • Provided guidance on installing and integrating new hardware components and software to remote clients.
  • Updated and maintained current customer support database.
  • Assists sales team with contract processing and software provisioning
  • Contributed to whitepapers, blogs and videos for marketing, sales and training.
  • Documented faults and bugs for referral to development staff for use in updates.
  • Maintained response times to support business continuity.
  • Maintained a five star rating company-wide in Customer Satisfaction
  • Researched new tactics to better hone responses and shorten remediation times
  • Specialized skill areas: Server networking, task automation, release management

Technical Support Specialist

Coupa Software
07.2019 - 01.2022
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Provided guidance on installing and integrating new hardware components and software to remote clients.
  • Identified potential sales and cross-selling opportunities and informed supervisor.
  • Updated and maintained current customer support database.
  • Recorded and maintained relevant notes for each client and work order.
  • Assists sales team with contract processing and software provisioning
  • Maintained response times to support business continuity.
  • Maintained 5-star rating company-wide in Customer Satisfaction

Finance Assistant

Leon Speakers
08.2018 - 03.2019
    • Input financial data and produced reports using Quickbooks
    • Managed office inventory and ordered new supplies when items were running low.
    • Pitched in to assist with special projects and additional tasks.
    • Organized and reported on financial information to document payment histories and assist with sound financial accounting.
    • Observed strict confidentiality rules to maintain data integrity and protect clients.
    • Matched purchase orders with invoices and recorded necessary information.

Technical Support Representative

Anthelio Health
09.2009 - 01.2011
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Created user accounts and assigned permissions.
  • Responded to customer inquiries and provided technical assistance over phone and via email

IT/Systems Administrative Assistant

Self Serve Lumber Company
08.2008 - 08.2009
  • Maintained office PCs, networks and mobile devices.
  • Managed time, cost, and materials data for all projects to guarantee project completion
  • Backup photographer for sales flyers and whitepapers
  • Performed troubleshooting and repaired peripheral devices such as printers, scanners and Point-of-Sale systems.
  • Processed server-side sales data and purchase orders
  • Basic recruiting and first level interviews of employment candidates.
  • Demonstrated respect, friendliness and willingness to help wherever needed

Education

High School Diploma -

Saginaw Arts And Sciences Academy
Saginaw
06.2004

Skills

  • Help Desk Tools
  • DevOps Processes
  • Software Debugging
  • Coaching and Mentoring
  • Windows Servers
  • Atlassian JIRA
  • Version Control Systems
  • Cloud Applications
  • Cloud Hosting
  • Software Development

Certification

  • Coaching and Developing Employees - LinkedIn
  • JavaScript Essential Training - LinkedIn Learning
  • Git and GitHub - LinkedIn
  • DevOps Foundations - LinkedIn
  • Learning Ansible - LinkedIn
  • DevOps Foundations: Continuous Delivery/Continuous Integration - LinkedIn
  • DevOps Foundations: Infrastructure as Code - LinkedIn
  • DevOps Foundations: Monitoring and Observability - LinkedIn
  • Career Essentials in Software Development by Microsoft and LinkedIn - Microsoft
  • Learning Docker - LinkedIn
  • Learning Kubernetes - LinkedIn

Timeline

Technical Support Engineer

Coupa Software
01.2022 - Current

Technical Support Specialist

Coupa Software
07.2019 - 01.2022

Finance Assistant

Leon Speakers
08.2018 - 03.2019

Technical Support Representative

Anthelio Health
09.2009 - 01.2011

IT/Systems Administrative Assistant

Self Serve Lumber Company
08.2008 - 08.2009

High School Diploma -

Saginaw Arts And Sciences Academy

Similar Profiles

CREATE PROFILE
Laura Dolson