Tyler Hartle
West Valley City,UT
Summary
CompTIA A+ certified IT professional with over 14 years of experience in various roles, including Tier 2 technical support and enterprise account management for large-scale wireless and IoT environments at Verizon Wireless. Expertise in troubleshooting complex VPN tunnels, network devices, IoT infrastructure, MDM solutions, and mission-critical healthcare systems. Managed up to 12 enterprise accounts, including a significant 27,000-line IoT deployment, while leading pilot programs for emerging technologies and conducting root cause and business impact analyses to improve performance and reliability. Achievements include leading a seamless deployment of over 1,200 devices across state lines with a flawless completion rate and sustaining support operations. Demonstrates strong skills in network troubleshooting, endpoint management, remote access solutions, SLA compliance, and cross-functional technical collaboration.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Package Handler
Amazon
Salt Lake City, UT
10.2024 - Current
- Operated material handling equipment to efficiently transport packages within the warehouse.
- Sorted and organized incoming packages, ensuring proper placement for streamlined processing.
- Conducted quality checks on packages to maintain accuracy and compliance with delivery standards.
- Collaborated with team members to optimize workflows and enhance overall productivity.
- Trained new employees on safety protocols and operational procedures for package handling.
- Exceeded performance expectations during peak seasons, managing high volumes of shipments without compromising on quality or timeliness.
- Trained new package handlers on safety protocols and operational procedures.
- Developed engaging training materials to enhance employee understanding and performance.
Global Enterprise Advisor
Verizon Wireless
West Valley City, UT
01.2019 - 01.2024
- Delivered network and IT support for enterprise portfolios up to $18M annually, achieving 3–7% YoY growth.
- Diagnosed and resolved VPN, TCP/IP, and firewall issues, reducing downtime by 22% across enterprise clients.
- Designed 5-year technical cost-saving roadmaps, securing multimillion-dollar client migrations from competitors.
- Mentored and trained a 10-member IT support team, cutting ticket resolution time by 18%.
- Mentored junior advisors, fostering skill development and enhancing team performance.
- Developed comprehensive training programs to improve product knowledge across departments.
- Spearheaded initiatives that improved client satisfaction ratings through proactive support efforts.
- Championed organizational change initiatives, fostering a culture of continuous improvement within the company.
- Developed comprehensive market analyses, providing valuable insights for informed decision-making in international markets.
- Designed tailored solutions for clients, addressing unique challenges and optimizing operational efficiency.
- Aligned business objectives with IT capabilities by developing robust technology roadmaps and implementation plans.
- Led cross-functional teams to execute high-impact projects, achieving significant cost savings and process improvements.
- Performed risk analyses to identify appropriate security countermeasures.
- Conducted security audits to identify vulnerabilities.Troubleshot and resolved complex IoT deployments, including connected devices, remote monitoring systems, and alarm infrastructure.
- Diagnosed and supported complex VPN tunnels, secure remote access configurations, and multi-site network connectivity issues.
- Performed advanced troubleshooting on routers, modems, firewalls, and wireless network devices.
- Identified root causes of service disruptions and implemented workarounds to ensure minimal downtime for healthcare facilities and emergency systems.
- Managed and escalated National Repair Bureau (NRB) tickets to resolve hardware failures and service outages.
- Led technical incident review meetings with stakeholders to communicate root cause analysis and preventative measures.
Level 2 Technical Support Representative
Verizon Wireless
West Valley City, UT
2014 - 01.2019
- Acted as escalation point for advanced connectivity and VPN issues, achieving 95%+ first-contact resolution.
- Troubleshot complex technical incidents, reducing downtime and increasing enterprise client trust.
- Piloted and evaluated new ticketing and monitoring tools, contributing to improved efficiency and client support processes.
- Developed strategic account plans to align services with client objectives.
- Led cross-functional teams to resolve complex technical issues and enhance customer satisfaction.
- Analyzed customer feedback to identify trends and inform product development initiatives.
- Enhanced reporting processes using CRM tools, providing actionable insights for clients' success.
- Developed customized reports highlighting KPIs relevant for each client account.
- Launched new initiatives aimed at increasing overall account health and reducing churn rates.
- Developed strong relationships with key clients, leading to increased account retention and growth.
- Led training sessions for both internal teams and external clients to ensure efficient product usage.
- Resolved complex technical issues, providing tailored solutions to enhance customer experience.
- Maintained detailed records of all customer interactions, allowing for targeted follow-ups and improved long-term support quality.
- Implemented data-driven strategies to continually optimize support services based on customer feedback and performance metrics.
- Managed escalations from initial reporting through resolution, ensuring all parties were informed throughout the process and satisfied with the outcome.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Tested new software and hardware prior to deployment.
Customer Service Representative / Team Lead
Verizon Wireless
Salt Lake City, UT
01.2010 - 01.2013
- Supervised and coached a 15-member support team, meeting all IT service SLAs.
- Built a knowledge base of technical solutions, cutting repeat calls by 20% and reducing average handle time.
- Managed escalated client issues, ensuring timely resolution and maintaining positive business relationships.
- Conducted performance evaluations and provided targeted coaching, improving team KPIs by 15%.
- Led team of customer service representatives, ensuring adherence to service standards and policies.
- Trained new staff on customer engagement techniques and system navigation.
- Resolved complex customer inquiries while maintaining high satisfaction levels.
- Developed training materials to enhance team performance and service delivery.
- Monitored team metrics, providing feedback to enhance individual performance.
Education
GED -
Salt Lake Community College
01-2025
Skills
- Team collaboration
- OSHA compliance
- Adaptable to change
- Ticketing system proficiency
- VPN configuration
- Network connectivity
- Application support
- Incident management
- Remote support tools
- DHCP/DNS ethernet and firewall proficient
- Account management
- Technical support
- LAN/WAN
- Complaint resolution
- Customer service expert
- Technical issues analysis
- Data entry
- IT infrastructure management
- Business process improvement
- Excellent communication
- Organizational skills
- Team leadership
- Active listening
Accomplishments
Led Enterprise Device Deployment (1,200+ Devices)
Traveled on-site to customer headquarters in another state to spearhead the deployment of 1,200+ enterprise mobile devices. Coordinated device activation, mobile kit setup, VPN configuration, and MDM enrollment to ensure secure connectivity and policy compliance. Successfully met deployment deadlines with 100% completion and zero configuration errors.
Certification
- CompTIA A+ Core 2 Certification
- Google IT Support Professional Certificate
- Google AI Essentials Specialization (Google)
- SQL Basics for Data Science
- AWS Cloud Practitioner Certification – In Progress (Planned 2025)
Timeline
Package Handler
Amazon
10.2024 - Current
Global Enterprise Advisor
Verizon Wireless
01.2019 - 01.2024
Customer Service Representative / Team Lead
Verizon Wireless
01.2010 - 01.2013
Level 2 Technical Support Representative
Verizon Wireless
2014 - 01.2019
GED -
Salt Lake Community College