Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Mason Hesse

Summary

Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in working in a 24/7 uptime environment.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Support Associate

AvaSure
05.2022 - Current
  • Provide dedicated customer support, resolving AvaSure software and hardware inquiries
  • Collaborate with network engineers to address technical challenges and enhance system functionality
  • Manage user accounts across multiple domains, ensuring seamless access and security
  • Prioritize and troubleshoot user-reported issues in a fast-paced environment
  • Monitoring and maintaining servers to ensure optimal performance and reliability
  • Configuring and troubleshooting network infrastructure components such as routers, switches, and firewalls
  • Administering applications utilized within AvaSure systems, including installation, configuration, and troubleshooting
  • Familiarity with life safety related products and digital health monitoring technologies
  • Experience with network tracing and proficiency with Wireshark

ServiceDesk Technician

Spectrum Health
08.2020 - 06.2022
  • Delivered comprehensive basic support to Spectrum Health employees, adapting swiftly to increased demands for remote assistance during COVID
  • Managed Self Service tickets, maintaining a proactive approach to problem-solving
  • Collaborated with colleagues to address escalated issues and contribute to continuous improvement of IT support processes.
  • Assisted users remotely or in-person to diagnose and resolve hardware, software, or network-related issues efficiently.

Site Support Technician

MCPc
02.2019 - 02.2020
  • Played a pivotal role in replacing Windows 7 devices with Windows 10 across Spectrum Health facilities
  • Contributed to technology logistics, asset management, and sustainability efforts
  • Supported end-users and resolved issues related to hardware, software, and system configurations.

Technician

TechDefenders
08.2016 - 10.2019
  • Spearheaded the development of a program aimed at flashing Chromebooks, enhancing device security
  • Managed the Chromebook Refurbishment department, ensuring high-quality output
  • Collaborated closely with team members to ensure seamless execution of projects and initiatives.

Education

GED -

Forest Hills Eastern High
Ada
06.2016

Skills

  • Excellent communication skills
  • Determined and adaptable
  • Compassionate customer service
  • Strong leadership abilities
  • Proficient in problem-solving
  • Skilled in Microsoft Office suite
  • CompTIA A Certified
  • Written Communication
  • Helpdesk operations
  • Remote Support
  • Customer Service
  • Ticket management

Certification

  • Microsoft Office 2016 Certification, 08/2016 - Present
  • CompTIA A+ Certification, 04/2020 - Present

Languages

French
Elementary
Portuguese
Limited Working

Timeline

Support Associate

AvaSure
05.2022 - Current

ServiceDesk Technician

Spectrum Health
08.2020 - 06.2022

Site Support Technician

MCPc
02.2019 - 02.2020

Technician

TechDefenders
08.2016 - 10.2019

GED -

Forest Hills Eastern High

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Mason Hesse