Work Experience
Tier 3 Support Expert
Patterson Companies / 2018 - 2021
In this role I responded to queries from Tier 1 & 2 specialists, oversaw and resolved escalations, trained new specialists, worked with our most sensitive clients, and collaborated with team members on emerging support trends.
Tier 2 Support Specialist
Patterson Companies / 2017 - 2018
As member of the customer-facing support team I excelled in client communication, followed documented procedures for customer incidents, recorded accurate evidence for escalation procedures, and contributed to our internal knowledgebase.
I have worked with clients at all levels of technological proficiency, and that experience informs how I work today. I am skilled not only in the technical side of my work, but in the soft skills required to communicate effectively with clients while collaborating with teammates.
Working with me means partnering with someone who focuses on the minute without losing sight of the big picture.
Education & Certifications
Bachelor of Science (B.S.), Information Technology
Western Governors University, Indianapolis, IN, March 2024
CompTIA
A+
Network+
Security+
Project+
Cloud Essentials
Linux Professional Institute
Linux Essentials
Areas of expertise
01
Customer Service
02
Information Security
03
Technical Writing
04
Collaboration
Recent Projects & Continuing Education
