Marshall Welcher
Grinnell,IA
Overview
9
9
years of professional experience
Work History
Level 2 Technical Support Desk
Aureon Contact Center
09.2022 - 05.2024
- Anticipated potential user challenges after software updates/releases; preemptively developed troubleshooting guides to aid both clients and fellow technicians.
- Contributed to team success by consistently meeting or exceeding individual performance targets while supporting colleagues as needed.
- Ensured that all critical issues were documented and escalated appropriately, leading to a more efficient resolution process.
- Used ticketing systems to manage and process support actions and requests.
- Monitored systems in operation and quickly troubleshot errors.
- Assisted with updating technical support best practices for use by team.
- Diagnosed and troubleshot hardware, software and network issues.
Courtesy Help, Carry Out, Stocker
Fareway, Grocery Store
05.2015 - 08.2021
- Placed products in correct storage locations to keep stock areas organized and inventory counts accurate.
- Unloaded, sorted and stocked merchandise according to store layout and product placement.
Education
Associate of Applied Science - Computer Network Management & Technology
Marshalltown Community College
Marshalltown, IA08.2021
High School Diploma -
Grinnell High School
Grinnell IA05.2019
Skills
- Active Directory Management
- Ticketing system proficiency
- Data Backup and Recovery
- VPN Configuration
- Software Installation
- Security Protocols
- Application support
- Incident Management
- Remote support tools
- Mobile Device Support
- Diagnostic Testing
- Operating Systems Expertise
- Remote Support
- Desktop support
- Product Troubleshooting
- Issue Troubleshooting
- Technical Troubleshooting
- Windows 10
- Ticket support system management
Timeline
Level 2 Technical Support Desk
Aureon Contact Center
09.2022 - 05.2024
Courtesy Help, Carry Out, Stocker
Fareway, Grocery Store
05.2015 - 08.2021
Associate of Applied Science - Computer Network Management & Technology
Marshalltown Community College
High School Diploma -
Grinnell High School
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