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
Batch Script ProgramingRemedyProblem DiagnosisWhite Glove Customer ServiceBomgar
Project Management
Self-Motivated
Analytical and Critical Thinking
Dependable and Responsible
Cisco Finesse
Cisco Anyconnect
Technical Writing
Technical Support
Application support
Logging support tickets
Technical documents comprehension
Service Now
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