Summary
Overview
Work History
Education
Skills
Military Service
Timeline
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Tim Smith

Garland,TX

Summary

Technology-inclined professional with strong troubleshooting capability and customer-oriented attitude. Proven experience in delivering network and software support to users, as well as developing and implementing technical solutions. Skilled at analyzing system performance and security to ensure optimal user experience.

Overview

8
8
years of professional experience

Work History

Associate Support Analyst

Apkudo Inc.
08.2023 - 05.2024
  • Provided first-level support to end-users, resolving technical and financial issues related to software applications, hardware and network connectivity while meeting or exceeding expected KPI percentages
  • Streamlined support processes for increased efficiency and faster issue resolution
  • Improved customer satisfaction by promptly addressing and resolving support issues to stay within SLA
  • Documented and tracked support requests using Salesforce and ClickUp while ensuring timely resolution and escalation of complex issues
  • Assisted with the development of internal tools designed to streamline support workflows and enhance overall productivity
  • Collaborated with cross-functional teams utilizing Google Chat, Google Meet and Microsoft Zoom to identify recurring issues and develop solutions to improve efficiency
  • Conducted user training sessions to enhance understanding of software applications and systems to which I disseminated on SharePoint

Hardware, Software, and Agency Business Applications Specialist

Randstad (State Farm Insurance)
08.2016 - 05.2023
  • Provided customer technical support to the State Farm network of agents and associates with hardware and business application issues utilizing ServiceNow
  • Provided technical support for all employees during system malfunctions and nationwide outages
  • Served as a liaison between IT teams and end-users, translating complex technical concepts into easily understandable terms for non-technical staff members
  • Provided technical support for remote workers using MobilePass or SafeNet e-Token and VPN connections
  • Performed password reset and Active Directory functions for Windows and various proprietary business applications
  • Worked with both Windows 10, Office 365, as well as the NetOp remote access software
  • Registration and how to use and troubleshooting of Yubico keys for MFA in Cloud based applications
  • Troubleshooting HP and Dell office equipment that includes laptops, desktops, scanners and printers or order new equipment if necessary
  • Troubleshooted or replaced Cisco 8851 phones and VOIP systems
  • Constant contributor of information at team huddles and 1x1 meetings

Education

Bachelor of Science - Business Administration And Management

University of Phoenix
Dallas, TX

Skills

    Support ticketing systems

    Application support

    Incident Management

    ITIL Processes

    Remote Support

    Internal technical communications

    SLA Compliance

    Failure resolution

    Attention to Detail

    Teamwork and Collaboration

    Active Listening

Military Service

U.S Coast Guard, Avionics Technician Petty Officer 2nd Class, Honorably Discharged

Timeline

Associate Support Analyst

Apkudo Inc.
08.2023 - 05.2024

Hardware, Software, and Agency Business Applications Specialist

Randstad (State Farm Insurance)
08.2016 - 05.2023

Bachelor of Science - Business Administration And Management

University of Phoenix

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Tim Smith