Phillip Buchanon
Rockmart,GA
Summary
Resourceful and adaptive Technical Specialist with a proven track record of resolving complex technical issues, improving processes, and mentoring team members in the EdTech industry. Known for taking initiative in challenging situations.
Overview
18
18
years of professional experience
1
1
Certificate
Work History
Technical Escalations Specialist II
2U
10.2022 - Current
- Handle escalated cases, ensuring resolution of advanced technical concerns across various systems and applications
- Provide remote desktop support to end users, effectively addressing their technical inquiries
- Track and update troubles in ticketing systems, maintaining comprehensive records of issues and solutions
- Assist in creating knowledge articles and training resources, contributing to team development and end-user support
- Train and mentor new team members
- Coordinate updates to course content and curriculum, enhancing learning experience for students
- Administer G-Suite and other technologies to ensure smooth operations and user access
- Collaborate with analysts and vendors to identify and resolve bugs, optimizing system performance
- Proactively seek process improvements, contributing to consistent excellent customer service
Technical Escalations Specialist
2U
02.2021 - 10.2022
Online Technical Support
2U
07.2017 - 02.2021
- Deliver exceptional customer service and technical support to every end-user by leveraging knowledge of systems, services, and end-user hardware and applications
- Collaborate with team members to analyze end-user interaction trends, and engage with advanced-level teams when necessary
- Use ticketing systems to manage and process support actions and requests
WLNP (Wireless Local Number Portability) Rep
AT&T Mobility
03.2005 - 04.2017
- Assist customers with porting their telephone numbers from other providers to AT&T
- Troubleshoot mobile device and network connectivity issues
- Provision features and services for customers
- Address customer billing concerns
Education
Bachelor of Science - Cloud Computing
Western Governors University
Salt Lake City, UT (Online)02.2021
Skills
- Salesforce
- JIRA
- Zoom Account Administration
- Google Suite Administration
- Mac and Windows OS
- Canvas and Moodle LMS
- Intercom and Talkdesk
- Remote Desktop Support
- Critical Thinking
- Task Management
Certification
- AWS Certified Cloud Practitioner
- AWS Certified SysOps Administrator - Associate
- Microsoft Certified: Azure Fundamentals
- CompTIA Cloud Essentials
- ITIL
- LPI Linux Essentials
- CompTIA Cloud+
- CompTIA Project+
- CompTIA Network+
- CIW Site Development Associate
- CompTIA Security+
- CompTIA A+
Timeline
Technical Escalations Specialist II
2U
10.2022 - Current
Technical Escalations Specialist
2U
02.2021 - 10.2022
Online Technical Support
2U
07.2017 - 02.2021
WLNP (Wireless Local Number Portability) Rep
AT&T Mobility
03.2005 - 04.2017
Bachelor of Science - Cloud Computing
Western Governors University
Patent
Distribution of user-generated multimedia broadcasts to mobile wireless telecommunication network users: US8554265 B1
www.linkedin.com/in/phillip-buchanon
Patent
Distribution of user-generated multimedia broadcasts to mobile wireless telecommunication network users: US8554265 B1
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