Phoenix, Arizona, United States
Skilled IT professional with 9 years of experience in hardware and software repair, system administration, and customer support, as well as 10 years of experience in customer service. Adept at working collaboratively with technical and non-technical customers to solve complex problems and provide top-notch service. Excels in fast-paced work environments, and is able to thrive under pressure both independently and as part of a team. BSBA in Information System Management with several industry-leading certifications including CompTIA A+, Network+, and Security+.
As a Technical Support Engineer II, I focus on providing advanced field services and technical support for Axon’s public safety and enterprise customers. Primary Responsibilities: • Work onsite with customers to diagnose and resolve complex issues with Axon Fleet systems in vehicles and the Axon Interview Room solution. • Provide advanced technical support for critical bugs and issues, leveraging diagnostic tools and collaborating with cross-functional teams to ensure swift resolution. • Mentor and train team members in the Technical Support Organization, delivering hands-on training and fostering skill development. • Identify and implement process improvements to enhance support workflows and improve customer experiences. Key Focus Areas: • Delivering exceptional field service support to ensure customer satisfaction and system reliability. • Acting as a key technical resource for complex troubleshooting efforts, both onsite and remotely. • Supporting organizational growth by sharing knowledge and best practices through mentoring and process optimization.
As a Technical Support Engineer at Axon, I provided expert-level technical support to law enforcement and enterprise customers, leveraging advanced diagnostics to resolve complex technical challenges efficiently. Primary Responsibilities: • Provided advanced technical support to law enforcement and enterprise end-users ensuring a stellar experience. • Researched, diagnosed, and resolved complex technical issues related to Axon devices and platforms, using various diagnostic tools and methodologies. • Communicated effectively with both technical and non-technical stakeholders, ensuring transparency throughout the support lifecycle, including discovery, troubleshooting, resolution, and validation. • Mentored and assisted the larger Technical Support Organization, contributing to knowledge sharing, training initiatives, and improved troubleshooting capabilities. • Collaborated cross-functionally with teams such as Customer Success, Sales, Engineering, Product Management, and Professional Services to resolve escalated cases and implement product enhancements. • Participated in on-call rotations, managing critical escalations and outages to minimize service disruptions. Key Achievements: • Consistently delivered high customer satisfaction scores by ensuring timely and effective resolution of technical issues. • Enhanced team efficiency by contributing to internal knowledge bases and training programs. • Demonstrated expertise in debugging and investigating critical bugs by utilizing tools such as Splunk and conducting in-depth testing and replication of web-based issues using Postman and other diagnostic tools improving escalation and resolution efficiency. • Played a key role in on-call rotations, managing numerous critical incidents involving customer-impacting system outages. Coordinated incident response and management by working closely with customers, engineering teams, and internal support teams to ensure rapid resolution and post-incident follow-up.
As a Technical Support Representative at Axon, I provided first-class technical support to Axon’s public safety and enterprise customers, ensuring seamless experiences and issue resolution. Primary responsibilities included: • Troubleshooting and resolving technical issues related to general product knowledge, networking, training, software download/installation/registration/performance, returning damaged devices, and any other Axon related questions. • Building and maintaining subject matter expertise of all Axon products, solutions, and policies. • Maintaining subject matter expertise in Axon’s Interview Room solution. Assisting other team members with questions about the product and providing updated internal documentation. • Facilitating the training of new representatives and providing subject matter expertise training to other Axon employees and departments. • Providing comprehensive solutions in time-sensitive situations for our local, state, and federal law enforcement customers. • Troubleshooting complex issues through the review of application logs, audit logs, and other reporting tools such as Splunk. Combining these findings with customer-provided information to provide a complete solution for the customer. • Reporting bugs and trends to the necessary stakeholders and process/performance improvement suggestions to the appropriate product or team manager.
Student Information Technology Technician, Senior employees’ primary responsibility is to bridge the gap between regular Student Information Technology Technicians and full-time staff members. Senior technicians provide all of the normal services that a regular technician does and more. Some job responsibilities include: Being an active leader amongst the regular technicians, offering motivation, and fostering a positive team environment. Senior technicians act as a communication conduit between full-time staff (FTS) and other technicians. This includes building a professional rapport with other technicians, discussing problems and concerns with them and offering positive suggestions to them, and/or bringing discussed issues to full-time staff for resolution. Senior technicians strive to ensure daily Student Technology Center (STC) operations are progressing and employees are working efficiently, especially during times FTS is not present. This includes verifying that other technicians are meeting their job requirements and following STC standard operating procedures and escalating after-hours issues to the appropriate staff members. Senior technicians provide second-tier support to other technicians on appointments, in the walk-in, on phone-support calls, and at the STC service point. This includes taking ownership of transferred calls, walk-in machines, or user issues that other technicians cannot resolve and documenting complete steps of second-tier support. Senior technicians are responsible for projects beyond their primary tasks. Projects include but are not limited to: The creation and maintenance of knowledge base articles for the STC knowledge base. Researching trends seen on residential appointments, walk-in appointments, and during phone support calls and fixes to such problems. Providing assistance during the Walk-In certification process. Updating and creating in-house tools for use by technicians in their job duties.
Student Information Technology Technician employees’ primary goal is to provide exceptional customer service and technical support to the NAU population for NAU systems and services, approved technologies, and networking connectivity on the NAU ethernet and wireless networks. This support is provided over the phone and email, using remote access tools, in-person at the Student Technology Center at Cline Library location, within the Student Technology Center Walk-In, on residential appointments, and within Cline Library. Some job responsibilities include: Providing support to approximately 10-30 end-users via phone and in-person daily. Assisting students with their personal devices while doing in-person troubleshooting and completing any required paperwork with the student for advanced issues that require additional troubleshooting after the student leaves. Managing support tickets via ServiceNow software and making follow-up calls as necessary. Working hands-on with student devices in a walk-in repair environment which includes device diagnosis, which often includes software troubleshooting, installing software packages, deployment of new operating system images, and performing approved hardware work on devices all while logging all work done via in-house repair tracking software.
Electronic sales associates must be knowledgeable in electronics and make themselves approachable to customers so that they can answer any questions thoroughly and accurately. They must seize opportunities for potential sales and help customers find products that meet their needs. Electronic sales associates make customers excited about the electronic products they sell by explaining product features, performing demonstrations, mentioning sales, and promoting the value of their products. They may be required to document sales by creating and updating records of customer profiles. Additional job duties may include greeting customers, stocking shelves, taking inventory, marking price tags, setting up displays, and processing payments. Electronic sales associates must also watch out for thefts and notify asset protection or police if they see any suspicious activity.
Electronic sales associates must be knowledgeable in electronics and make themselves approachable to customers so that they can answer any questions thoroughly and accurately. They must seize opportunities for potential sales and help customers find products that meet their needs. Electronic sales associates make customers excited about the electronic products they sell by explaining product features, performing demonstrations, mentioning sales, and promoting the value of their products. They may be required to document sales by creating and updating records of customer profiles. Additional job duties may include greeting customers, stocking shelves, taking inventory, marking price tags, setting up displays, and processing payments. Electronic sales associates must also watch out for thefts and notify asset protection or police if they see any suspicious activity.
The Student Information Technology Technician (SITT) Program is designed to give students hands-on experience in the IT world while still in High School, it gives students the opportunity to work hands-on with end-users while providing support at a basic level. Students provide support with computers, printers, telephones, and other district technology. Students work at a basic level with hardware diagnosis, hardware replacement, installing software packages, and deployment of images.