Victor Ivery
Austin
Summary
My mission in life is to expand my skills and achievements to the best of my ability, empowering others along the way, and utilizing the knowledge gained from those who have taught me to leave an impact on this world in a positive, lasting and meaningful way as my contribution to society. I feel this is not only my right as a human being, it is my obligation as a Social Scientist. As I expand the breadth and depth of knowledge I acquire throughout life, I will continue to do this through the use of data analysis, critical thinking, information technology analysis and psychological and sociological assessment and understanding.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Technical Support Representative II
World Fuel Services
04.2022 - 02.2025
- In this role I was responsible for maintaining the organization's global network operations, technology, and services through modern software engineering practices.
- This role focuses on efficient development, automation, and continuous operation of network infrastructure.
- Execute initiatives to simplify, standardize and optimize network operations methods and tools to reduce cycle times and increase security, availability, service agility, user experience and alignment of World Kinect Corporation networks.
- Provided technical support for customers via phone, email and chat; responded to customer inquiries promptly and professionally.
- Identified and solved technical issues with a variety of diagnostic tools.
- Utilized troubleshooting techniques to identify, analyze and resolve customer issues quickly.
- Handled customer complaints and escalated issues according to procedures.
- Diagnosed issues through process of elimination by asking probing questions.
- Monitored incoming calls from customers regarding hardware and software issues; provided timely resolutions.
- Maintained accurate records of customer interactions and transactions; updated customer information accordingly.
Technical Support Representative
Cosential
12.2019 - 04.2022
- Provided technical leadership and defined standards and best practices.
- Troubleshoot and resolve critical issues related to network operations and infrastructure.
- Identified emerging technologies to improve and future-proof network solutions.
- Work with Customer Success Managers and Engineering team to provide technical support to clients that utilize Cosential/Unanet CRM software.
- Identify and solve technical errors or challenges during the lifetime of the customers interaction with user interface platform.
- Create & solve Zendesk Support tickets for Email/Chat & Inbound callers.
- Create Jira tickets for Cosential DevOps Team to solve & reply to clients as needed when Issues have been resolved pertaining to bug & Enhancement Request.
- Build technical proficiency across Cosential/Unanet products and supported integrations.
- Share knowledge with others as appropriate through the creation of technical notes and/or training documents within Confluence.
- Develop, foster and maintain effective working relationships internally through collaboration with Engineering and Product Management as an advocate customer feature requests and identification of product improvement opportunities.
- Act as level one technical support for the Customer Success team through support tickets Email or Slack to help troubleshoot & recreate customer issues to determine root cause.
POS/Software Support Technician
Home Depot Technology Support Center
08.2018 - 11.2019
- Responsible for handling escalated requests, maintaining tracking of licenses and software application discs, and nurturing vendor relationships.
- Collaborated and produced content for the knowledge database and training materials for more junior team members.
- Document, reviewed and ensured that all quality and change control standards are met.
- Applied diagnostic utilities as needed to complete troubleshooting activities.
- Accessed software updates, drivers, and knowledge bases as needed.
- Tested fixes prior to closing tickets to ensure problems has been adequately resolved.
- Obtained and maintained licenses key and associated software assets.
- Received incidents from escalation of L1 or receives incident from application and troubleshoot technical issues via phone, tickets and remote support escalates unresolved issues to L3 or engages service vendor.
- Actively listened to and built rapport with end users to elicit problem details, applying conflict resolution skills as needed.
- Resolved escalated customer complaints by providing quick solutions using problem solving techniques.
- Utilized knowledgebase articles to provide solutions to customers' problems quickly and efficiently.
- Analyzed system logs for potential problems or anomalies before they become major incidents.
- Implemented security measures such as firewalls and antivirus programs to protect networks from malicious attacks.
- Collaborated with internal teams such as developers and IT staff to improve product features and functionality.
- Provided remote support when necessary, using screen sharing tools like TeamViewer or GoToMeeting.
- Deployed updates for existing software applications ensuring compatibility with newer versions of operating systems.
Fraud Support Specialist/Lead SME
Apple
02.2012 - 04.2018
- Analyzing Transactions and Accounts: Reviewing purchase transactions, refund requests, and customer accounts to identify abusive or unauthorized activity.
- Taking action on Fraud: Determining appropriate next steps and acting on fraudulent orders, accounts, and refund transactions.
- Trend Analysis: Identifying, analyzing, and communicating trends related to fraudulent activities.
- Resolving Escalations: Researching and resolving suspected fraud escalations from various sources.
- Customer Interaction: Engaging with customers to gather additional information, often through inbound or outbound phone support, to verify transactions or address issues.
- Sanctions Screening (in some roles): Conducting sanctions screening of new and existing customers, accounts, and payments using internal systems, commercial databases, and public records, especially for roles like RCC Fraud Prevention - Sanctions Specialist.
- Handled customer complaints and escalated issues according to procedures.
- Trained new employees in technical support processes and procedures; answered questions as needed.
- Created user accounts and assigned access privileges based on individual requirements.
- Supported customers and colleagues with catered technical advice.
- Configured and tested new hardware and software.
- Identified trends in user errors; developed strategies to minimize or eliminate future occurrences.
In-Game Support Specialist/Technical Support
Electronic Arts/Rockstar Games
05.2009 - 02.2012
- Provide real-time assistance to players via in-game support systems, email, chat, or social media platforms (e.g., EA's @EAHelp, Twitter, or Facebook). This involves troubleshooting technical issues, such as game glitches, connectivity problems, or account-related concerns (e.g., linking Xbox Live or PlayStation IDs to EA/Origin accounts).
- Issue Resolution: Identify, diagnose, and resolve gameplay or technical problems, ensuring quick and effective solutions to get players back to enjoying their games. This may include guiding players through fixes for bugs, crashes, or in-game progression issues, while adhering to performance metrics like service level agreements (SLAs) and resolution percentages.
- Player Advocacy: Act as a voice for players by identifying recurring issues and suggesting improvements to EA's support processes, game features, or services. This involves collaborating with studio teams, customer experience staff, and occasionally executive teams during peak periods to enhance the player experience.
- Monitoring and Engagement: Monitor in-game feedback or social channels to proactively engage with players, addressing concerns and maintaining a positive brand image. For example, a specialist might respond to player complaints about in-game mechanics or server issues, offering workarounds or escalating complex cases.
- Cross-Team Collaboration: Work with development teams, quality assurance (QA), or community managers to report bugs, suggest fixes, or improve game stability. This ensures that player feedback reaches the teams responsible for updates or patches.
Education
Associate of Arts - Business Communications
Austin Community College
08.2013
High School Diploma - undefined
Reagan High School
05.2004
Skills
- Technical/Customer support (14 yrs)
- Windows/MAC/Linux Proficiency (10 yrs)
- CompTIA Certified (10 yrs)
- Network configuration (10 yrs)
- Software diagnosis (10 yrs)
- MS office proficiency (10 yrs)
- CRM Salesforce,Zendesk (8 yrs)
- Proficient in BOX Doc, JIRA, KB Article Writing (6 yrs)
- SCCM (5 yrs)
- MIcrosoft Intune (5 yrs)
- Active Directory (5 yrs)
- PC imaging (4 yrs)
Certification
CompTIA Certified
Timeline
Technical Support Representative II
World Fuel Services
04.2022 - 02.2025
Technical Support Representative
Cosential
12.2019 - 04.2022
POS/Software Support Technician
Home Depot Technology Support Center
08.2018 - 11.2019
Fraud Support Specialist/Lead SME
Apple
02.2012 - 04.2018
In-Game Support Specialist/Technical Support
Electronic Arts/Rockstar Games
05.2009 - 02.2012
High School Diploma - undefined
Reagan High School
Associate of Arts - Business Communications
Austin Community College
WEBSITE PORTFOLIO PROFILES - LINKEDIN
https://www.linkedin.com/in/victor-ivery-4881767b/
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