RAHJI REED
Galveston,Texas
Summary
Experienced with troubleshooting complex technical issues to ensure seamless operations. Utilizes strong analytical abilities to diagnose and resolve system problems effectively. Knowledge of customer service principles to provide exceptional user support and maintain high satisfaction levels.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Omnitracs
2022.03 - Current
- Provide insights that streamline business operations.Prepare and deliver detailed status reports and critical solution updates to management
- Collaborate with cross-functional teams, including developers and engineers, to support multiple projects
- Conduct software testing, deployment, and implementation for seamless system integration
- Provide advanced remote troubleshooting to resolve complex application and sensitive data issues
- Maintain service continuity by offering after-hours technical support as needed
Technical Support
Samsara
2021.03 - 2022.03
- Provided tier 1 and tier 2 technical support for hardware, software, and network issues.
- Assisted customers with configurations, integrations, and best practices to enhance platform performance.
- Documented solutions and contributed to knowledge base articles for ongoing improvement.
- Delivered timely responses and effective resolutions to customer inquiries.
- Participated in after-hours support rotations to support 24/7 service availability.
Technical Support Specialist
Samsara
2021.03 - 2022.03
- Deliver Tier 1 & Tier 2 technical support, diagnosing and resolving hardware, software, and network issues across diverse environments.
- Collaborate with engineering and product teams to escalate and troubleshoot complex technical cases, ensuring efficient resolution.
- Assist users with system configurations, software integration, and best practices to enhance performance and usability.
- Maintain detailed technical documentation, contributing to a knowledge base for process improvements and issue resolution.
- Provide exceptional customer service through prompt responses, effective troubleshooting, and proactive issue mitigation.
- Participate in 24/7 support rotations, ensuring continuous system availability and operational reliability.
Senior Analyst
Frontline Managed Services
2018.04 - 2019.07
- Delivered technical support and troubleshooting for legal firms, ensuring operational efficiency
- Provided Tier 2 support for printers, Office 365, Citrix, VDI, and Microsoft Office applications
- Resolved MFA challenges, Android/iPhone issues, and remote access concerns
- Trained new employees and guided them through handling technical support tickets
Education
B.S. - Information Systems
University of Alabama At Birmingham
Birmingham, AL01.2017
B.S. - Business Administration/Management
Tuskegee University
Tuskegee, AL01.2012
Skills
- SQL Queries
- Power BI
- Splunk
- API Data Integration
- Tableau
- Problem-solving
- Technical support
- Microsoft Excel
- SQL Server
- Ticketing System Documentation
- JIRA
- Python
Certification
CCNA Routing and Switching
Kodree SQL Basics
Timeline
Technical Support Engineer
Omnitracs
2022.03 - Current
Technical Support
Samsara
2021.03 - 2022.03
Technical Support Specialist
Samsara
2021.03 - 2022.03
Senior Analyst
Frontline Managed Services
2018.04 - 2019.07
B.S. - Information Systems
University of Alabama At Birmingham
B.S. - Business Administration/Management
Tuskegee University