Summary
Work History
Education
Skills
Timeline
Generic

Sho Ketchum

Martinez,California

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Work History

Technical Support Specialist

Odoo Inc
12 2021 - Current
  • Work independently and with colleagues to assist customers in identifying issues and explained solutions to restore service and functionality.
  • Successfully managed over 2300 tickets ensuring clear and punctual communication.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responsible for onboarding of new hires

Quality Assurance Supervisor

Leprino Foods Co
08 2019 - 07 2021
  • Collaborated with cross-functional teams to drive continuous improvement initiatives throughout the organization.
  • Provided technical support for troubleshooting equipment issues or other production challenges that impacted product quality levels.
  • Enhanced team of 20+ technicians performance by providing regular training, feedback, and guidance to Quality Assurance staff.
  • Used Office Suite Software and SAP to maintain database of test reports and calibration records.

Whey Production Supervisor

Leprino Foods Co
09 2018 - 08 2019
  • Established clear priorities and production quality standards.
  • Resolved issues quickly to maintain productivity goals.
  • Collaborated with other leaders and executives to direct workflow and support operations.

Education

Masters of Professional Studies - Dairy Products Technology

California Polytechnic State University-San Luis Obispo
San Luis Obispo, CA
06.2016

Bachelor of Science - Molecular, Cell, and Developmental Biology

University of California, Santa Cruz
Santa Cruz, CA
06.2015

Skills

  • Software Debugging
  • User credential management
  • Technical documents comprehension
  • Technical issues analysis
  • Ticket support system management
  • Customer service expert

Timeline

Technical Support Specialist

Odoo Inc
12 2021 - Current

Quality Assurance Supervisor

Leprino Foods Co
08 2019 - 07 2021

Whey Production Supervisor

Leprino Foods Co
09 2018 - 08 2019

Masters of Professional Studies - Dairy Products Technology

California Polytechnic State University-San Luis Obispo

Bachelor of Science - Molecular, Cell, and Developmental Biology

University of California, Santa Cruz

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Sho Ketchum