Voshon Lodge
Hackensack,NJ
Summary
Technology-oriented individual delivers product fixes and troubleshoot technical problems quickly. A confident Customer Support Engineer with expertise in help desk environments assisting customers while promoting efficiency, respect and patience.
Overview
8
8
years of professional experience
Work History
Customer Support Engineer
Sparta Systems/Honeywell
03.2023 - Current
- As a support engineer to find solutions for users in a timely manner
- While having the expertise to handle any crisis and solve the problem
- Identify issues, analyze information, and provide solutions to problems within Trackwise Digital
- An application developed on the platform of Salesforce
- Provide first line product support to customers via telephone or email
- As cases came through in our 'Triage queue' examined and determined the product or service issue and resolved basic support problems during triage shift
- Performed the duty of distributing cases whether they were first, second, or third tier to fellow engineers based on geography or severity
- Support for customers handled by scheduling meetings via Microsoft teams to have users demonstrate the issue or communicating over email as users grant access to their production or sandbox environment to have their issue investigated and eventually resolved
- While meeting SLAS on a day to day basis
- This All while being done in a timely manner while treating all customers with respect
- Reproduced major software defects which helped in house developers fix issues according to the business impacts of our customers
- Worked on managed package objects, Profiles, workflow rules, PermissionSets, Flows, custom settings, debug logs, developer console and etc
- All on the platform of Salesforce
- Team oriented, The ability to assist when the team is understaffed and take on more responsibilities
- Whether it was taking extra shifts in the north america region or globally
- Lending a hand to other engineers that need help with their cases, or receiving extra cases to balance case count for our team
- Successfully closed and documented over 500 support cases over the last year
- Provided detailed solutions for customers prior to case closure
- Experience with Salesfroce, Kibana, Jira, Confluence, FDA gateway and workbench.
Help Desk Support
Hackensack Meridian Health
08.2020 - 10.2021
- Diagnosed and resolved a range of software, hardware, and connectivity issues while delivering technical training on hardware/software to end users
- Troubleshooting and upgrading computers, peripherals, and mobile devices
- With the ability to have step by step, specific and easy to follow documentation
- Preparing new equipment for over 100 new employees making sure all devices are ready for deployment for employees in the field
- Providing support for all things tech support over the phone evaluating and prioritizing the incoming telephone, voicemail, and emails
- While being able to respond in a timely manner
- Developed and implemented an efficient ticketing system to monitor incoming service desk tickets, track incidents, update and resolve tickets while leaving detailed comments
- Able to work well independently and in a team-oriented environment
- While completing the tasks at hand at an efficient rate
- Keeping Inventory Database up to date via Microsoft Excel and Google Sheets for multiple locations
- Support for Meadowlands COVID 19 vaccines for all users having issues
- Build and deploy over 100 new workstations.
System Administrator Intern
Strategic Micro Systems
01.2020 - 03.2020
- Assisting with build and software installs of desktops and servers
- Assisting with basic PC, Laptop, and other system troubleshooting
- Learning the basics of Microsoft Exchange, Virtualization and Microsoft Active Directory
- Assisting technical staff and engineers on project implications
- Learning cabling (CAT5e/CAT6) and being able to create patch cables.
It Fundamentals Student
NPower
07.2019 - 11.2019
- Networking practical configuring, routing, and switching based on Cisco
- IT Service management based on ITIL
- Interpreting Windows CLI commands
- Overview and hands-on experience with Python and Amazon Web Services
- Knowledge in Operating System, PC & Laptop Hardware and Application.
Camp Counselor
Spring Lake Day Camp
06.2016 - 08.2018
- As a counselor planned, coordinated, and executed activities while guiding campers in personal growth and daily living skills
- Provided leadership to campers in all areas and acted as a role model in all areas of camp activities, including cleanliness, activity planning, and sportsmanship
- Increased advance enrollment to Camp's program by 25% through the organization of an open house for interested parents and children
- Implemented a three-step conflict resolution protocol for children displaying unruly behavior resulting in 20% reduced instances of in-camp injury by 35% through the delivery of a safety awareness program to children on their first day of camp.
Sales Associate
Hennes & Mauritz
11.2017 - 06.2018
- As a sales associate for a leading retailer, primary responsibilities include: greeting customers, stocking shelves, organizing displays, taking inventory, assisting in sales and serving as a cashier
- Reduced Inventory costs by performing various inventories including spot, cycle, and wall to wall checks
- Established connections with clients to provide 95% satisfaction for their clothing solutions
- Increased store revenue by 20% while accurately recommending products and merchandise
- Worked with the management team to implement the proper division of responsibilities while being flexible and adaptable within the entire store.
Education
Bachelors of Science - Computer Information Technology
William Paterson University
Wayne, NJ05.2020
NPower NJ
11.2019
Skills
- Hardware
- Help Desk
- PowerPoint
- Software
- C
- Excel
- Operating System
- Troubleshooting
- Inventory Control Software
- Mobile Devices
- Java
- Amazon Web Services
- Hardware and Software Repair
- Technical documents comprehension
- Organizational Skills
- Problem-Solving
- Documentation And Reporting
- Interpersonal Skills
- Tracking and Documentation
- Customer Service
- Desktop support
Volunteer Experience
- Vice President, Secretary, Public Relations Officer, 06/2015, 08/2017, Iota Phi Theta Fraternity Incorporated, William Paterson University, Wayne, NJ, Prepare and marinate chapter constitution and bylaws, Encourage and empower brothers, Work with other organizational leaders, Produce agendas and record minutes, Manage organization media page
- Public Relations Officer, National Pan-Hellenic Council, William Paterson University, Wayne, NJ, Manage council social media page, Create promotional flyers, Edit organizational promotional materials
Timeline
Customer Support Engineer
Sparta Systems/Honeywell
03.2023 - Current
Help Desk Support
Hackensack Meridian Health
08.2020 - 10.2021
System Administrator Intern
Strategic Micro Systems
01.2020 - 03.2020
It Fundamentals Student
NPower
07.2019 - 11.2019
Sales Associate
Hennes & Mauritz
11.2017 - 06.2018
Camp Counselor
Spring Lake Day Camp
06.2016 - 08.2018
Bachelors of Science - Computer Information Technology
William Paterson University
NPower NJ
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