Trace McClain-Lewis
Phoenix,AZ
Summary
Detail-oriented IT professional with a Bachelor of Science in Network Engineering and 2+ years of progressive technical support experience. Possesses strong foundational knowledge in network fundamentals, cloud platforms (AWS, Azure), and virtualization technologies. Proficient in scripting (Python, Linux Shell) and IT service management. Demonstrated ability to troubleshoot complex technical issues, collaborate with cross-functional teams, and deliver solutions in fast-paced environments. Eager to leverage academic knowledge and hands-on experience to launch a career as a Network Engineering Intern.
Overview
5
5
years of professional experience
Work History
Technical Support Specialist
DES AZ State
03.2024 - 08.2024
- Provided remote Level 1 desktop and application support for Windows, Android, and iOS devices, resolving technical issues efficiently to minimize user downtime
- Administered and supported virtual desktop infrastructure including VMware Horizon and Azure Virtual Desktop environments
- Managed ServiceNow incident tickets throughout the lifecycle, ensuring accurate documentation, prioritization, and escalation in alignment with SLA requirements
- Contributed to statewide CrowdStrike outage recovery efforts, assisting with remediation across Arizona state department PC environments
- Resolved technical issues for end-users, ensuring timely support and minimal downtime.
- Provided training sessions to new staff on troubleshooting techniques and system usage.
Support Agent
SMS Assist
09.2021 - 12.2022
- Delivered multi-channel technical support via phone, email, and live chat to internal and external stakeholders, maintaining high customer satisfaction through effective communication
- Diagnosed and resolved software issues, providing step-by-step guidance and technical solutions to non-technical users
- Resolved customer inquiries and issues via multiple communication channels.
- Collaborated with cross-functional teams to enhance service delivery processes.
Senior System Executive
Cognizant
01.2020 - 01.2021
- Delivered Tier 1 and Tier 2 technical support, troubleshooting hardware, software, and network connectivity issues via remote and on-site assistance
- Monitored and maintained ticketing systems, ensuring timely response and resolution in accordance with service-level agreements (SLAs) and ITIL best practices
- Collaborated directly with network and cybersecurity teams on system updates, security protocol implementation, and escalation of complex network-related issues
- Recognized for strong leadership and technical performance, advancing to a supervisory role overseeing cross-functional teamwork and ticket resolution workflows
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
Education
B.S. - Network Engineering
University of Advancing Technology
Tempe, AZ05-2028
Skills
- Network Fundamentals
- TCP/IP
- DNS/DHCP
- Remote Desktop Support
- VMware Horizon
- Azure Virtual Desktop
- Hardware/Software Installation & Configuration
- Windows OS
- MacOS
- Linux
- Shell scripting
- File system management
- Permissions
- AWS
- ServiceNow
- Microsoft Office 365
- CRM/Database Tools
- Python
- Linux Shell Scripting
- Problem Solving & Critical Thinking
- ITIL Best Practices
- Cross-functional
- Remote support
- Technical troubleshooting
Timeline
Technical Support Specialist
DES AZ State
03.2024 - 08.2024
Support Agent
SMS Assist
09.2021 - 12.2022
Senior System Executive
Cognizant
01.2020 - 01.2021
B.S. - Network Engineering
University of Advancing Technology