Summary
Overview
Work History
Education
Skills
Timeline
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Txuci Yang

Txuci Yang

Level 2 & 3 Software Support/Jr DevOps
Bloomington,MN

Summary

Veteran System Analyst/Software Support with over 6 years of experience. Detail-oriented troubleshooter and technical problem solver.

Graduated with a AA in Network Systems Administration at ITT Technical Institute in 2016.

Have worked in IT call center environments along with deskside and field work providing Tier 1 and 2 support. Have resolved all matters of technical issues and systems ranging from Individual connection problems to full system outages.

I am looking for a place where I can grow in my career and advance my skills and knowledge.

Overview

7
7
years of professional experience

Work History

System Analyst/Jr Devops

Abbott
Maple Grove, MN
11.2020 - Current
  • Primary Level 2 support contact for EPIQ ETQ Complaints Handling Software world wide regarding Identifying Potential Bugs, Application Error troubleshooting/Investigation/Testing
  • Create and update knowledge base support documentation for Service Desk Agents to reference during support calls
  • Manage support tickets in Service Now along with provide ticket reports weekly
  • Organize and ran yearly and monthly meetings to address any support concerns, bugs and support processes to better support the business via MS Teams and Webex
  • Assist testers during new EPIQ ETQ release projects making sure testers have the correct access in the correct environment managing and creating Test accounts as needed.
  • Assisted DevOps team with designing/creating a new “View” in the EPIQ complaints application for a future release.
  • Investigated system issues and implemented resolutions to reduce downtime.

Helpdesk Agent

Abbott
Minnetonka, MN
04.2018 - 11.2020
  • Provided Tier 1 and 2 Technical support for a total of 103,000 clients in 6 international locations and 36 US locations primarily over phone and remote with Printers, Mobile Device Issues, Desktop/Laptop Errors, MS Office, Windows OS via Bomgar Remote or in person
  • Assisted Spanish Support queue with assistance from translators on a large variety of technical issues
  • Provided software deployment with SCCM and Software Center
  • Provided Support for all MS Office 365 software
  • Assisted users in setting up and understanding MFA (Multi-Factor Authentication)
  • Assisted with monitoring and training selected new hires preparing them for the job
  • Assisted users with meeting issues in MS Teams, Webex and Soft-phones (Cisco IP Communicator)
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Configured hardware, devices, and software to set up work stations for employees.

IT Technician/Help Desk

Sunset Dental Technologies
Spring Lake Park , MN
09.2016 - 07.2017
  • Supported 355 total clients in 15 locations nationwide, as well as corporate office users on basic technical issues with desktop hardware, Dental Software (Eaglesoft), Windows OS and Apple OS
  • Exceeded completed ticket goals, consistently completing on average 20 tickets daily (30% above coworker averages) with an average resolution time of 5.2 minutes per call while patiently walked individuals through basic troubleshooting tasks..
  • Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues involving Mobile device issues, Mobile app deployment and desktop software deployment via SCCM
  • Took all opportunities to assist field techs to improve deskside support and troubleshooting skills. Demonstrated strengths in creativity when setting up new servers due to lack of tools
  • Demonstrated the ability to teach and train new and current techs as the new head tech of the subdivision support team. Providing and typing up a new troubleshooting guide for the team to reference.

Education

A.A.S. Degree - Network Systems Administration

EducationITT Technical Institute

Skills

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Timeline

System Analyst/Jr Devops

Abbott
11.2020 - Current

Helpdesk Agent

Abbott
04.2018 - 11.2020

IT Technician/Help Desk

Sunset Dental Technologies
09.2016 - 07.2017

A.A.S. Degree - Network Systems Administration

EducationITT Technical Institute

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Txuci YangLevel 2 & 3 Software Support/Jr DevOps