Victor R. Ivery
Austin,TX
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
Work History
Technical Support Representative
World Fuel Services
04.2022 - 02.2025
- Provided technical leadership and define development 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
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, Leverage software-driven methodologies such as network automation, CI/CD pipelines, and Infrastructure as Code (IaC) to simplify, standardize, and optimize global network operations.
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.
Technical Support Representative
Cosential
12.2019 - 04.2022
- 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
- Troubleshoot and debug web-based software using browser developer tools and internal logs
Hardware/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, license keys, and the PCLS software server, and nurturing vendor relationships
- Collaborating on and producing content for the knowledge database and training materials for more junior team members
- Administrative rights; can make change to systems hardware and software
- Documents, reviews and ensures that all quality and change control standards are met
- Applies diagnostic utilities to 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 license keys 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
Data Analyst II
Cisco
04.2017 - 08.2018
- Provided clients with changes in the technical area of expertise regarding the Cisco software IP phones & computer based platforms
- Made critical determinations about the data then reported information to the Development Operations Team for resolution
- Ensured high quality work is done and released in a timely manner through Cisco software.
- Responded quickly and effectively to production issues and taking responsibility for seeing those issues through resolution
- Verified existing data is correct through CISCO software and met the customer expectations on results.
- Collaborated and work with the Application Data Team with making customized changes to new and existing data
- Worked across multiple teams and departments
- Improved the quality and consistency of all incoming data
- Handled escalating issues for Level 1 technical associates across all IOS platforms, handled chat escalations through skype, managed call times & drivers for the workday
- Documented all pertinent end user identification information including nature of problem
- Recorded, tracked, and documented the problem-solving process for each ticket
Technical Support Representative & Lead
Apple
02.2012 - 04.2017
- Technical Support or Customer Care Experience
- Support through email, inbound calls, and outbound calls
- Manage accounts, troubleshoot issues, and provide feedback
- Analyze jobs and identify scams, spam, and other low-quality content and decide how to handle the issues
- Investigated companies to determine their legitimacy
- Moderated the quality of jobs and accounts by effectively recognizing problematic patterns and 'red flags'
- Suggested ways to improve products and internal tools
- Helped define the policies that guide company-wide quality decisions
EA: In-Game Support Specialist/Technical Support
Electronic Arts/Rockstar Games
05.2009 - 02.2012
- Customer service-based performance responsible for the engagement & user goals of help.ea.com and answers.ea.com and the integration of community & knowledge into a centralized online support experience
- Provided base level IT support to non-technical personnel within the business
- Defined and documented technical best practices
- Identified and solved technical issues with a variety of diagnostic tools
- Managed call flow and responded to technical support needs of customers
- Evaluated and responded to incoming sales leads and requests for technical support assistance
- Reviewed technical documentation and procedures
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems
- Provided on-call support for critical issues
Education
Associate of Arts - Business Communications
08.2013
Coursework includes RTF Program develops agile media makers through immersive art, craft, and business of digital storytelling Working with Austin's creative industries & programs such as Film & Emerging Media Streaming TV, Podcasting & Videography.
High School Diploma -
05.2004
All-Team Varsity Football, Auto-cad class, Ability to build relationships, interpersonal, initiative, Microsoft office products (O365), Recipient of First in Family Scholarships.
Skills
- Technical Troubleshooting
- Networking for TCP/IP WAN/LAN issues
- Pinging a router or server
- Running diagnostics for server uploads or stall
- Bouncing the DHCP
- Ticketing System with Zendesk, Salesforce & Remedy
- JIRA
- BOX Docs
- Advanced Microsoft Office Products
- Chat support utilizing Microsoft Teams, Slack & Skype
- Zoom
- Email support with O365
- Creating KB's (Knowledge Base articles)
- Remote Access (Splunk)
- SCCM
- Slack
- Skype
- Active Directory
- CISCO
- IP Tele
- Web & Social Media Skills
Timeline
Technical Support Representative - World Fuel Services
04.2022 - 02.2025
Technical Support Representative - Cosential
12.2019 - 04.2022
Hardware/Software Support Technician - Home Depot Technology Support Center
08.2018 - 11.2019
Data Analyst II - Cisco
04.2017 - 08.2018
Technical Support Representative & Lead - Apple
02.2012 - 04.2017
EA: In-Game Support Specialist/Technical Support - Electronic Arts/Rockstar Games
05.2009 - 02.2012
Austin Community College - Associate of Arts, Business Communications
Reagan High School - High School Diploma,
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