Sasha Miller
San Diego,CA
Summary
Detail-oriented IT support and dispatch professional with over 5 years of experience supporting helpdesk operations, ticket triage, and client-facing service in fast-paced environments. Proven ability to prioritize requests, document accurately, coordinate workflows, and communicate clearly between users and technical teams. Strong background in MSP-style support, dispatching, customer service, and security-aware processes, with a people-first approach.
Overview
2026
2026
years of professional experience
Work History
Senior IT Support Specialist
Simplicity Incorporated
San Diego, CA
2021 - Current
- Serve as a primary point of contact for helpdesk requests via phone, email, and ticketing systems
- Perform ticket triage by assessing scope, urgency, and business impact to ensure accurate prioritization
- Provide Tier 0-1 support including password resets, account lockouts, MFA assistance, and access verification
- Gather and document detailed troubleshooting information to prepare tickets for escalation
- Route tickets to appropriate technical resources to support efficient resolution
- Maintain clear and consistent ticket documentation to support SLA compliance and audits
- Assist with reporting, quality assurance, and identifying recurring issues or trends
- Support both Windows and macOS users in a business environment
Special Event Bartender
Sycuan Casino
San Diego, CA
2017 - Current
- Delivered exceptional customer service in fast-paced, high-pressure environments
- Managed multiple requests simultaneously while maintaining professionalism
- Built strong rapport with guests through clear communication
- Trained new staff on service standards and POS systems
Project Manager
Stanley Construction
San Diego, CA
2020 - 2021
- Coordinated projects from procurement through completion while meeting timelines and quality standards
- Maintained project and customer records using CRM software
- Tracked milestones, risks, and resource allocation
- Supported reporting, documentation, and cross-functional communication
- Identified process improvements through data analysis and customer feedback
Dispatch Lead
Same Day Heating & Air Conditioning
San Diego, CA
2020 - 2020
- Managed real-time dispatch board and scheduled field technicians based on urgency, availability, and skill set
- Responded to high-volume inbound service requests in a fast-paced environment
- Adjusted schedules dynamically to accommodate priority changes while maintaining service efficiency
- Acted as liaison between customers and technicians, setting expectations and providing updates
- Documented service details and dispatch activity using ServiceTitan
- Supported workload forecasting, daily coverage planning, and follow-up tracking
Lead Casino Representative
Viejas Casino & Resort
Alpine, CA
01.2016 - 01.2018
- Delivered high-quality customer service, consistently achieving 97% or higher customer satisfaction scores
- Served as a key point of contact for guests, resolving concerns efficiently in a high-volume environment
- Acted as an effective liaison between customers and internal departments
- Developed and maintained databases to manage customer data accurately
- Demonstrated discretion and professionalism when handling sensitive information
Store Manager
GameStop
San Diego, CA
01.2010 - 01.2016
- Generated repeat business by leading and developing a team of 20+ employees focused on customer service excellence
- Reconciled daily sales transactions to accurately balance and log revenue
- Maximized sales and minimized shrink through adherence to standard operating procedures
- Coached sales associates on product knowledge, sales incentives, and effective selling techniques
- Improved customer satisfaction ratings through consistent service standards
Education
High School Diploma / GED -
Skills
- IT Dispatch & Ticket Triage
- Helpdesk / Service Desk Support (Tier 0-1)
- Incident Prioritization & Escalation
- Client Communication & Expectation Management
- Password Resets & Account Lockouts
- Group Membership & Access Requests (with approval)
- Security Awareness & Policy Compliance
- Ticketing Systems (Zendesk, Freshdesk, ServiceNow – workflow knowledge)
- CRM Software & Documentation
- Scheduling & Resource Coordination
- Microsoft Outlook & Word
- Windows & macOS User Support
Timeline
Lead Casino Representative
Viejas Casino & Resort
01.2016 - 01.2018
Store Manager
GameStop
01.2010 - 01.2016
Senior IT Support Specialist
Simplicity Incorporated
2021 - Current
Special Event Bartender
Sycuan Casino
2017 - Current
Project Manager
Stanley Construction
2020 - 2021
Dispatch Lead
Same Day Heating & Air Conditioning
2020 - 2020
High School Diploma / GED -
TECHNICAL ENVIRONMENT
- Ticketing & Service Desk Platforms (Zendesk, Freshdesk, ServiceNow – conceptual workflow knowledge)
- CRM Software
- ServiceTitan (Dispatch & Scheduling)
- Microsoft Outlook & Word
- Windows & macOS