Wesley Weber
Shreveport,LA
Summary
Detail-oriented professional with extensive experience in user support and complaint resolution. Demonstrated leadership in managing a large office team, implementing process improvements that significantly boosted monthly ticket closures across multiple offices. Committed to delivering exceptional customer service and operational excellence.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Help Desk Technician
Unites States Air Force
Shreveport, LA
10.2022 - 11.2025
- Diagnosed and resolved technical issues for over 10,000 users across various systems.
- Led a 40+ person office team and implemented process improvements that raised monthly ticket closures from 80–100 to 380–400, increasing operational efficiency and support capacity by 300%.
- Conducted data analysis across a 200+ person organization to proactively identify and rapidly resolve issues before escalation.
- Provided exemplary customer support, ensuring timely responses to service requests.
- Maintained accurate documentation of support tickets and resolutions across multiple ticketing systems.
- Managed and trained junior technicians on troubleshooting techniques and best practices for customer service.
- Developed training materials for new staff, improving onboarding experience and knowledge retention.
Network Infrastructure Technician
United States Air Force
Shreveport, LA
04.2021 - 10.2022
- Designed and implemented a digital cable management labeling system that standardized cable identification, improving troubleshooting efficiency and reducing time required for technicians to locate and resolve connectivity issues.
- Installed organization-wide network infrastructure upgrades for improved system reliability and efficiency.
- Assisted in managing network infrastructure, ensuring optimal operation of communication systems.
- Conducted routine maintenance on networking equipment to prevent service interruptions.
Skills
- Problem Solving
- Communication
- Leadership
- User Support
- Ticket Management
- Complaint Resolution
Accomplishments
Discovered a organizational wide network vulnerability which affected over 600,000 users and reported it to the Department of the Air Force. This discovery resulted in being awarded The Air and Space Achievement Medal for outstanding service.
Certification
CompTIA Security+
Timeline
Help Desk Technician
Unites States Air Force
10.2022 - 11.2025
Network Infrastructure Technician
United States Air Force
04.2021 - 10.2022