Wendy Grant
Port Townsend,WA
Summary
Dynamic Technical Support Engineer with a proven track record at SoundSoftware, excelling in troubleshooting and application support. Adept at diagnosing complex issues and enhancing user experience through clear communication. Skilled in hardware upgrades and remote diagnostics, I consistently improve system performance while fostering strong client relationships.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
SoundSoftware
02.2021 - 10.2025
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Performed root cause analysis of reported issues to enact corrections.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Documented faults and bugs for referral to development staff for use in updates.
- Delivered Tier-3 support and SME input to internal and external customers.
- Researched and identified solutions to technical problems.
- Offered assistance in implementing and developing training programs.
- Diagnosed and troubleshot hardware, software and network issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured and tested new software and hardware.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Warehouse Supervisor
SC Fuels
05.2016 - 02.2021
- Supervised shipping and receiving, distribution and workplace safety.
- Oversaw daily operations and shipping and handling processes.
- Supervised warehouse operations by managing employees during shifts.
- Maintained high levels of accuracy in daily operations.
- Oversaw inventory control levels and verified compliance with storage and organization processes.
- Managed merchandise inventory transactions.
- Supported production workers in meeting goals without compromising safety and compliance.
- Completed daily operations on time and maintained high standards of accuracy.
- Kept detailed records of inventories and merchandise inventory transactions.
- Supervised shipping and handling operations.
- Used warehouse management software to reconcile daily inventory.
- Performed troubleshooting to resolve issues with equipment, devices and products.
- Operated warehouse material handling equipment correctly to move loads.
- Monitored adherence to safety protocols and company policies by staying attentive to details.
- Redesigned warehouse layout to accommodate new equipment, maximize space utilization, and optimize processes.
- Improved delivery plans with strong scheduling knowledge, organizational skills, and route development expertise.
- Oversaw upkeep of equipment and physical condition of warehouse, identifying and ordering needed repairs, renovations, and replacements.
- Completed timely and accurate daily logs to keep internal reporting accurate and track materials movements.
- Cleaned and maintained warehouse in compliance with OSHA safety standards.
- Offered expertise in inventory management and current stock levels to internal teams and customers to facilitate accuracy and product availability.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Coordinated with vendors to verify timely delivery of materials and supplies, avoiding delays.
- Developed and implemented policy and procedure updates to improve workflow and productivity.
Education
Associate of Science -
Whatcom Community College
Bellingham05.2012
Skills
- Debugging
- Application installations
- Hardware upgrades
- Application support
- Hardware troubleshooting
- Technical troubleshooting
- Support system management
- Troubleshooting and diagnosis
- Remote diagnostics
Certification
Forklift
Timeline
Technical Support Engineer
SoundSoftware
02.2021 - 10.2025
Warehouse Supervisor
SC Fuels
05.2016 - 02.2021
Associate of Science -
Whatcom Community College