Peter Rugg
Greeley,CO
Summary
IT Technical Support Representative with extensive experience at SAIC, specializing in root cause analysis and user documentation. Demonstrated ability to improve customer satisfaction through effective communication and incident management. Acknowledged for contributions to quality assurance and training programs, fostering continuous service delivery improvement. Skilled in MS Office and technical support processes.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Technical Support Representative
SAIC
Richmond, VA
02.2023 - Current
- Developed and maintained comprehensive user documentation for software applications.
- Provided timely technical support to customers via phone, email, and chat.
- Performed root cause analysis for escalated incidents to identify solutions.
- Guided users on operating systems, productivity suites, and security protocols.
- Evaluated user feedback to inform product enhancements and feature requests.
- Assisted with password resets, account recovery, and various IT tasks.
- Maintained detailed records of customer interactions in a database system.
- Served as initial contact for incoming technical service inquiries via multiple channels.
- Quality Assurance reviews others' work and assists with training improvement opportunities for coworkers.
- Officer on duty, assist with managing the desk, ticket escalations, discovering patterns of issues to notify the team of outages, and the steps to proceed.
- Incident management assisted tickets that were reopened or misrouted and needed further assistance.
- Contractor Performance Assessment Reporting, where I would review surveys provided by end users, and reach out to get feedback on how we can better assist with our services.
CDL A Groundman
Sturgeon Electric
Henderson, CO
09.2019 - 07.2022
- Transported and picked up materials for powerline construction projects.
- Constructed above-ground and below-ground power lines according to specifications.
- Operated large machinery, including digger derrick trucks and bucket trucks.
- Utilized power tools for various construction tasks.
- Interpreted blueprints to ensure accurate installations.
Education
Some College (No Degree) - Cyber Security
Denver University
DenverSome College (No Degree) - Information Technolofy
CompTia
Skills
- Technical support and application assistance
- Root cause analysis and incident tracking
- User documentation and training
- Incident management and complaint resolution
- MS Office proficiency and quality assurance
- Call center operations and customer service
- Feedback evaluation and effective communication
- Time management and security protocols
Certification
- CompTia Security+
- CompTia A+ (Taking the exam in July)
Affiliations
- Outdoorsy, hiking, camping, fishing, sports.
- Experience with remodeling including drywalling, flooring, tiling, landscaping, etc.
- Life long learning.
- Volunteering with the Special Olympics.
- Coaching including Highschool tennis, swimming, and strongman.
Accomplishments
- Regularly get high honors with my monthly scores at work including production as well as a high average in my Quality scores.
- Moved to multiple special teams at work including Incident Management, Quality Assurance, Contractor Performance Assessment Report, as well as Officer on Duty.
References
References available upon request.
Timeline
IT Technical Support Representative
SAIC
02.2023 - Current
CDL A Groundman
Sturgeon Electric
09.2019 - 07.2022
Some College (No Degree) - Cyber Security
Denver University
Some College (No Degree) - Information Technolofy
CompTia
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