Steve Pikula

IT Support Specialist – Tier 1

• Answer inbound calls, emails, and other requests in a professional and timely manner, providing first-line technical assistance.
• Log, categorize, and track incidents in the ticketing system, ensuring accurate documentation and timely resolution.
• Troubleshoot and resolve common technical issues such as password resets, software errors, and connectivity problems.
• Escalate complex issues to Tier 2 teams when needed, ensuring minimal downtime for end-users.
• Provide interim assistance on Tier 2 issues when senior staff are unavailable, ensuring business continuity.
• Collaborate with teams to improve processes, document solutions, and update knowledge bases.
• Consistently meet or exceed SLA response and resolution times.

Tier 2 Technical Support Specialist

• Handle escalated customer cases requiring advanced troubleshooting and problem resolution.
• Work closely with Tier 1 staff via chat and collaboration tools to guide them through troubleshooting steps, reducing case escalations.
• De-escalate critical or high-frustration customer interactions by providing clear communication and prompt resolutions.
• Identify root causes for recurring technical issues and escalate to engineering teams when necessary.
• Document solutions and contribute to internal knowledge bases to enhance Tier 1 efficiency.
• Consistently achieve SLA and CSAT targets by providing timely and accurate resolutions.

Tier 3 Technical Support Specialist

• Served as an escalation point for Tier 1 and Tier 2 agents, resolving complex technical issues and ensuring timely customer support.
• Developed and delivered tailored training sessions for the support team, based on agent feedback and identified knowledge gaps.
• Conducted one-on-one coaching sessions with Tier 1 and Tier 2 staff, improving technical troubleshooting skills and confidence.
• Authored and maintained internal documentation, process guides, and technical knowledge base articles to standardize support workflows.
• Partnered with management to implement structured learning initiatives, improving overall team efficiency and first-call resolution rates.
• Promoted a culture of continuous improvement by encouraging peer knowledge-sharing and mentoring practices.