Niko Petrosyan
Seattle,WA
Summary
IT Support Lead with extensive experience at Amazon, specializing in management and team leadership. Achievements include reducing ticket backlogs by 90% and improving operational efficiency. Skilled in collaboration and implementing process enhancements to ensure effective IT operations and superior support.
Overview
8
8
years of professional experience
Work History
IT Support Lead
Amazon
Seattle, WA
01.2022 - Current
- Directed IT support operations for Amazon corporate and AWS employees across Seattle HQ locations.
- Resolved over 6,000 technical support tickets, consistently ranking among top regional performers.
- Drove process improvements that reduced ticket backlog from 100,000 to 10,000, enhancing SLA performance.
- Implemented GSX (Apple Diagnostics) company-wide to standardize troubleshooting processes.
- Led Return to Office hardware and asset initiatives for monitors, printers, and network ports across multiple buildings.
- Developed automation scripts and standardized workflows to enhance team efficiency.
- Built centralized knowledge repositories and authored customer-facing documentation for improved user guidance.
- Facilitated weekly team meetings to promote collaboration and engagement among team members.
Systems Administrator
JND Legal Administration
Seattle, WA
01.2019 - 01.2022
- Managed IT operations and led a team of five, providing mentorship and performance oversight.
- Implemented asset management and automated Help Desk workflows
- Oversaw onboarding/offboarding, antivirus deployment, and data center support.
System Administrator
Nintendo of America
Redmond, WA
01.2018 - 01.2019
- Delivered enterprise IT support to a global user base.
- Managed hardware deployment, A/V systems, and process documentation.
Education
B.S. - Computer Science
Yerevan State University
IT Essentials
North Seattle College
JavaScript
University of Washington
Skills
- IT Operations & Service Management
- Team Leadership & Mentorship
- Project Management
- Escalation handling
- Problem solving
- Training and coaching
- Documentation and reporting
- Asset & Lifecycle Management
- Incident & Escalation Management
- Stakeholder & Executive Support
- Knowledge Management
- Cross-functional collaboration
- Troubleshooting and Diagnostics
Timeline
IT Support Lead
Amazon
01.2022 - Current
Systems Administrator
JND Legal Administration
01.2019 - 01.2022
System Administrator
Nintendo of America
01.2018 - 01.2019
B.S. - Computer Science
Yerevan State University
IT Essentials
North Seattle College
JavaScript
University of Washington