Tia Nykole Angeles Palacio
Hereford,AZ
Summary
Flexible Technical Support Engineer with 3+ years of experience delivering dependable techinical support in fast paced, customer focused environments. Calm and analytical approach to troubleshooting and a commitment to providing a positive support experience from initial contact through resolution. Experienced collaborating with cross functional teams both internally and externally to help solve complex issues, improve process and documentation, and support software deployments while maintaining clear communication to both technical and non-technical users. Dedicated to continuous learning and currently pursuing a Bachelor's degree in Cloud and Network Engineering to further expand technical expertise.
Overview
3
3
years of professional experience
1
1
Certification
Work History
TECHNICAL SUPPORT ENGINEER
RadAI
10.2025 - Current
- Resolved 50-100 complex technical support tickets for radiology organizations by troubleshooting application, configuration, and workflow issues.
- Investigated application logs, system events, and customer workflows to identify root causes and restore services.
- Monitored system performance and implemented system upgrades as needed.
- Performed system upgrades and patch installations for both client-side and server-side software components.
- Worked directly with radiologists, administrators, and external IT departments to resolve production-impacting issues.
- Documented processes related to installation, troubleshooting, repair, and maintenance of hardware and software products.
- Deployed virtual machines as part of client onboarding process while adhering to best practices around security protocols.
- Validated new software releases and collaborated with Engineering to identify defects before customer deployment.
HYPERCARE ANALYST (CONTRACT)
Motorola Solutions
10.2025 - 02.2026
- Collaborated closely with cross-functional teams, including sales, marketing, finance, engineering and operations.
- Identified support issues and initiated actions for resolution.
- Resolved 20-50 tickets per week, while maintaining a 88% customer satisfaction rate.
- Documented solutions to improve knowledge sharing and reduce future resolution times by 10%.
- Managed support request through Jira while maintaining customer communication throughout the ticket lifestyle.
SOFTWARE & CLIENT SUPPORT SPECIALIST
Centauri Health Solutions
11.2023 - 03.2025
- Delivered remote software support for EMR systems, resolving 20-25 client issues daily via VPN and secure access tools.
- Diagnosed and documented technical incidents in Zendesk and Hubspot, escalating complex bugs through Jira for rapid solution.
- Continuously created internal knowledge base articles and authored troubleshooting documentation to help develop repeatable troubleshooting procedures.
- Streamlined troubleshooting processes, reducing average ticket resolution time by 8%.
- Generated technical documentation and solution proposals to support client onboarding and product adoption.
- Provided user provisioning and technical onboarding for SaaS platforms and EMR systems.
- Support deployments and end-user configurations across Windows and iOS environments.
TECHNICAL SUPPORT COORDINATOR
DaVita
07.2023 - 08.2024
- Provided live support for 10+ clinical teams navigating patient charts and EHR access systems, maintaining service for time-sensitive healthcare workflows.
- Troubleshot desktop login, printer, and system performance issues in real time.
- Supported training and onboarding for new employees on IT tools, policies, and security standards.
- Collaborated with internal IT teams to document recurring issues and recommend process improvements.
- Monitored server performance metrics to proactively address any potential issues or bottlenecks.
Education
B.S. - Cloud & Network Engineering
WESTERN GOVERNORS UNIVERSITY
Utah07-2027
Skills
- Jira (ticketing triage)
- AWS
- PowerShell
- Identity & Access Management (IAM)
- Log Analysis (Grafana, Hex, DataDog)
- Windows/MacOS/iOS/Android
- Networking (TCP/IP, VPN, SSH, DHCP, Network connectivity)
- Root Cause Analysis
- AI-powered SaaS support/workflow troubleshooting
- HIPPA Compliant (Policy, Documentation)
Certification
- CompTIA A+
- CompTIA Security+
- AWS Cloud Practitioner
Timeline
TECHNICAL SUPPORT ENGINEER
RadAI
10.2025 - Current
HYPERCARE ANALYST (CONTRACT)
Motorola Solutions
10.2025 - 02.2026
SOFTWARE & CLIENT SUPPORT SPECIALIST
Centauri Health Solutions
11.2023 - 03.2025
TECHNICAL SUPPORT COORDINATOR
DaVita
07.2023 - 08.2024
B.S. - Cloud & Network Engineering
WESTERN GOVERNORS UNIVERSITY