Vincent Bekong
IT Support Specialist
Arlington,TX
Summary
Self-motivated IT specialist with expertise in web development & e-commerce and technical troubleshooting. Proven track record as an E-commerce Website Developer at Pixels and Paste, specializing in user-friendly design, e-commerce integration, and responsive support. Skilled in ticket resolution within SLAs as a Product Support Specialist using tools like JIRA & Salesforce. Seasoned in remote support and end-user assistance as a Field Tech Support Specialist and strengthened by a product management analyst Internship enhancing skills in data analysis, research, and communication. Eager to leverage technical proficiency, customer service skills, and collaborative approach in a dynamic technical support role.
Overview
4
4
years of professional experience
19
19
years of post-secondary education
2
2
Certifications
Work History
E-commerce Website Developer
Pixels And Paste
06.2022 - Current
- Design, optimize, and maintain webpages using Squarespace and Shopify.
- Integrating e-commerce solutions like Stripe, TaxJar, and Quickbooks.
- Manage subdomains, facilitate web address redirection, and oversee DNS record types, ensuring efficient domain renewals
- Optimized website assets, navigation structures, and content using Google Lighthouse speed score on Squarespace and Shopify resulting in faster load times and easier maintenance.
- Provide responsive technical support, diagnosing and resolving issues related to website functionality, ensuring customer satisfaction.
Product Support Specialist
WellSky
09.2021 - 05.2022
- Prioritized and resolved tickets within SLA periods, aiding customer onboarding with comprehensive training materials, and delivering technical support for software products within Salesforce.
- Resolved tickets within SLA, supported onboarding with guidance and training materials, and delivered technical support for software/hardware, employing JIRA for bug fix tracking.
- Resolved numerous product access issues in relation to hardware differences across multiple operating systems (Windows, MacOS, iOS and Android).
Field Tech Support Specialist
Enertech Resources
09.2020 - 10.2021
- Delivered remote support via phone and email, managing end-user issues across multiple sites.
- Provided remote support for end-users via phone/email, ensuring accurate timecard and payroll data entry.
- Delivered technical support for iPads and Android tablets for telecom infrastructure stakeholders.
- Onboarded new users on company devices for field use enuring proper access control and permissions.
Product Management Analyst Intern
USAA
05.2020 - 08.2020
- Researched customer needs, monitored KPIs, analyzed data and implemented product strategies to inform launch decisions and optimize products.
- Developed and executed product strategies, researched customer needs, and monitored KPIs for product success measurement
- Utilized custom scripts within SQL query system (SAS) to facilitate data analysis efforts to increase productivity and reduce downtime.
- Utilized Tableau, Excel and Powerpoint to communicate insights effectively through graphs, charts and tables to stakeholders.
Education
BBA - Computer Information Systems
Texas State University
San Marcos, TX 05.2001 - 05.2020
Skills
Troubleshooting
Certification
CompTIA A+
Timeline
CompTIA Network+ (In progress)
06-2024
CompTIA A+
03-2024
E-commerce Website Developer
Pixels And Paste
06.2022 - Current
Product Support Specialist
WellSky
09.2021 - 05.2022
Field Tech Support Specialist
Enertech Resources
09.2020 - 10.2021
Product Management Analyst Intern
USAA
05.2020 - 08.2020
BBA - Computer Information Systems
Texas State University
05.2001 - 05.2020
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