Sean Larsen
Madison,WI
Summary
High-performing Technical Support Specialist skilled in understanding, identifying and resolving technical issues. Consistently exceeds performance and quality targets and delights customers with exceptional service skills. Trained in remote troubleshooting and technical support.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
Network Engineering Technologies
Madison, WI
07.2021 - Current
- Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures.
- Guided users with troubleshooting using diagnostic tools.
- Diagnosed and resolved technical hardware and software issues.
- Participated in training and workshops to enhance skills and acquire resourceful tools.
- Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling.
- Trained new Technical Support Representatives on company policies, procedures, and tools.
- Escalated complex issues to higher-level support teams for resolution.
- Provide Helpdesk IT support to field technicians, including troubleshooting and testing
- Configure Network devices such as traffic counters, security cameras, Iviu, network hotspots, and Wi-Fi
Administrative Assistant
AlphaGraphics
Madoson, WI
02.2020 - 07.2021
- Prioritized incoming emails and phone calls to ensure timely responses from appropriate personnel.
- Proofread documents for grammar, spelling, and formatting errors before distribution.
- Collaborated with team members on projects to meet deadlines efficiently.
- Assisted in the formation of Litigation Trial documents such as briefs, exhibits, and appendices
Arena Control Operator
University of Wisconsin - Madison Athletic Departm
Madison, WI
06.2018 - 02.2020
- Facilitates in the operation of events such as collegiate sports and concerts.
- Utilize Metasys automation software to regulate building systems such as HVAC, lighting, and security
- Write reports of daily activities and irregularities such as equipment or property damage, theft, presence of unauthorized persons, or unusual occurrences.
- Manage Operations Desk on Nights and Weekends and assist faculty and Students within the Building
- Operate internal cameras to monitor activity of the facility
- Make nightly rounds of the facility and report various security and facility issues
Education
Bachelor of Arts - Communications
University of Wisconsin Madison
Madison, WI05-2018
Skills
- Technical Troubleshooting
- Remote Technical Assistance
- Troubleshooting and Diagnosing
- Remote Support
- Customer Support
- Account Management
- Customer Service
- Back end development
- JavaScript expertise
- Resource Allocation
- Project tracking
Certification
- Full Stack Web Development — Bryan U.
Timeline
Technical Support Specialist
Network Engineering Technologies
07.2021 - Current
Administrative Assistant
AlphaGraphics
02.2020 - 07.2021
Arena Control Operator
University of Wisconsin - Madison Athletic Departm
06.2018 - 02.2020
Bachelor of Arts - Communications
University of Wisconsin Madison
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