Sarah Miller
Columbus,OH
Summary
IT professional with strong background in providing technical support and resolving software issues. Proven ability to enhance user satisfaction and streamline support processes. Valued team player with flexible approach to adapting to changing needs. Demonstrates a dedicated commitment to continuing professional education in the IT field, and staying constantly updated with the latest news in technology, security, and AI tools.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Senior Software Support Technician
My Service Depot
11.2025 - Current
- Oversaw multiple third-tier technical escalations, working as a liaison between the end-user and software developers on diagnosing and resolving complex issues with software, hardware, networks, printers, and other peripheral devices.
- Performed installations, backups, repairs, and restorations of SQL databases, appropriately configuring firewalls, VPNs, TCP/IP, Active Directory, and network sharing settings.
- Created and maintained various knowledge base articles, training and reference materials, and correspondence templates, helping familiarize internal employees and external clients with the software.
- Served as subject matter expert on company software products, Microsoft Office Suite programs, and managing and configuring Windows-based environments.
Tier 2 Software Support Technician
My Service Depot
04.2025 - 11.2025
- Provided technical support and training to desktop users via remote desktop software, using an online ticketing system to document and track high-volume support requests.
- Assisted in the successful rollout of major software updates by providing user feedback during beta testing phases.
Tier I Software Support Technician
My Service Depot
01.2025 - 04.2025
- Effectively and patiently communicated complex technical information in non-technical terms to clients, providing technical support via phone, email, and chat.
Education
Bachelor of Arts - Music Performance
Miami University
Oxford, Ohio, OH05-2022
Skills
- Remote support
- Technical troubleshooting
- Software installation
- Customer support
- Server maintenance
- End-user training
- Data recovery
- Hardware diagnostics
- Security protocols
- Software testing
Certification
- Security+, CompTIA - September 2025
- CCNA, Cisco - In Progress
Accomplishments
- Maintained the highest rate of first-call resolution (FCR) on the help desk, as well as a 100% Positive/Very Positive customer satisfaction rating.
- Spearheaded the customer response plan for a critical application error, designing a centralized testing document and standardized correspondence templates to rapidly unify help desk response.
Timeline
Senior Software Support Technician
My Service Depot
11.2025 - Current
Tier 2 Software Support Technician
My Service Depot
04.2025 - 11.2025
Tier I Software Support Technician
My Service Depot
01.2025 - 04.2025
Bachelor of Arts - Music Performance
Miami University