Open To Work
T.J. LESTER
Bridgeport
Summary
Over the past several years I have built my experience in support and operations roles where a big part of my work has been making sure issues are reviewed carefully, handled thoughtfully and followed through to resolution. I started out in customer-facing technical support and gradually moved into work that is more focused on investigating issues, coordinating with different teams and helping improve day-to-day processes. Along the way, I have found that I am especially drawn to roles where good judgment, consistency, and attention to detail matter because the quality of that work directly affects the people relying on the service. That is the kind of environment I have grown in, and it is the kind of work I want to keep building on.
Overview
13
13
years of professional experience
Work History
Application Support Specialist
3Dconnexion
Norwalk
01.2022 - Current
- Led high-volume production support activities, troubleshooting critical incidents and prioritizing responses to minimize repeat disruptions.
- Decreased mean time to resolution by 18-30% by converting recurring incidents into structured problem cases with reproducible diagnostics and documented findings.
- Reduced engineering escalations by 15-25% through advanced environment analysis, clear communication and strengthened issue tracking practices.
- Analyze application workflows and system behavior to support implementation changes and system configuration adjustments that improve operational efficiency.
- Acted as the primary U.S. contact for production IT systems and information systems in Windows and macOS environments, facilitating application stability and alignment with business operations.
- Test application behavior after releases and document results.
- Developed knowledge base and onboarding materials for training and self-service, enhancing self-service resolution and increasing user adoption.
- Maintain detailed issue logs and create regular status reports for stakeholders using Microsoft Office tools, ensuring transparency, accountability and clear communication.
- Collaborated with cross-functional teams to identify workflow improvement opportunities, proposing changes to procedures and forms for continuous process enhancement.
Firefighter / Paramedic
Bridgeport Fire Department
Bridgeport
08.2020 - 01.2022
- Served in a mission-critical environment where clear decision-making, accountability and attention to detail directly impacted patient outcomes and operational effectiveness.
- Communicated effectively with multidisciplinary teams under high-pressure conditions, demonstrating leadership, active listening, and a patient-centered approach.
- Applied structured problem solving to assess patient needs and coordinate appropriate technical and medical responses.
- Analyzed emergency response workflows, improving documentation accuracy of patient care activities in electronic reporting systems while ensuring privacy and regulatory compliance.
- Identified process gaps during incident debriefs, enhancing response efficiency and accuracy of documentation through continuous improvement efforts.
- Maintained detailed incident records with standardized reporting tools and Microsoft Office applications, supporting operational tracking and integrity of information systems.
Shipping & Receiving Coordinator
Gartner
Trumbull
02.2017 - 08.2020
- Monitored inventory information systems to identify discrepancies, investigate root causes and implement corrective measures that improved data integrity and operational efficiency.
- Maintained accurate tracking of technical assets, ensuring alignment of system data with physical inventory and deployment workflows to support internal business operations.
- Collaborated with IT and operations teams to align hardware tracking processes with business needs, improving workflow consistency.
- Developed standardized workflows that enhanced accountability, minimized errors, and strengthened cross-department coordination.
- Utilized Microsoft Office tools to maintain records, generate reports and communicate status updates to stakeholders.
- Managed competing priorities independently while maintaining strong attention to detail and process consistency.
Technical Support Representative
Optimum
Stratford
10.2012 - 12.2016
- Provided technical support for internet, voice, and TV services, enhancing service continuity and customer satisfaction.
- Troubleshot DNS, DHCP, TCP/IP and routing issues within customer IT systems applying structured problem solving to restore service and minimize downtime.
- Interpreted network behavior and user-reported symptoms to identify configuration errors, hardware failures or service disruptions.
- Focused on customer needs by actively listening to user concerns and clearly explaining technical concepts.
- Collaborated with field technicians and network teams to escalate complex issues and support coordinated service restoration.
- Recorded issue resolution steps in internal systems to promote accountability, knowledge sharing, and consistency in processes.
Education
B.S. - Cybersecurity Analytics & Operations
Pennsylvania State University
03-2026
Skills
- Incident and escalation management
- End user and operational support
- Cross-functional collaboration
- Root cause analysis
- Workflow and process optimization
- Process documentation
- Change management
- Attention to detail
- Time management
- Identity and access troubleshooting
- Excel and Google Sheets proficiency
- Ticketing systems management
Technology Stack
Windows, macOS, iOS, Android, Azure AD, SSO, Device lifecycle, reimaging, rollbacks, Log analysis, configuration review, registry, DNS, DHCP, TCP/IP, VPN, ServiceNow, Jira, Salesforce, Freshdesk, Microsoft Office Excel, Word, PowerPoint, RDP, TeamViewer, Zoom, Microsoft Defender, Bitdefender, SolidWorks, AutoCAD, Revit, Inventor
Work Preference
Job Search Status
Open to workWork Type
Full TimePart TimeContract WorkGig WorkLocation Preference
RemoteHybridSalary Range
$65000/yr - $200000/yrTimeline
Application Support Specialist
3Dconnexion
01.2022 - Current
Firefighter / Paramedic
Bridgeport Fire Department
08.2020 - 01.2022
Shipping & Receiving Coordinator
Gartner
02.2017 - 08.2020
Technical Support Representative
Optimum
10.2012 - 12.2016
B.S. - Cybersecurity Analytics & Operations
Pennsylvania State University