Aarin W. Email & Phone Number

Furnishing a professional background of over 8+ years of Level 1 & 2 Help Desk & Managed Network Operation Center support, and a CompTIA Network+ certification expected in June 2024, I have extensive experience in customer support and technical analysis. I excel in maintaining network connectivity and functionality for a variety of clients and businesses, am skilled in technical troubleshooting, data analysis, writing technical documentation, and my enthusiasm for learning new processes & coordinating with others enhances my ability to adapt to evolving technologies and support needs. Primarily, my focus has been within the first four layers of the OSI model, ensuring optimal operational capacity for clients. Engaging in effective coordination with cross-functional teams, service technicians, store/client employees, and Internet Service Providers to troubleshoot & repair issues efficiently, I excel at providing end-user assistance and implementing software & hardware process improvements. Skilled in escalating severe issues through proper channels, my ability to manage time effectively and handle large customer demand has been instrumental in providing exceptional technical support. Among other varieties of systems and tools, I’ve experience working with Fortinet & Cisco devices, wireless access points, CRM software, and various Office or related products. I have a track record of addressing root causes of issues, leading to process improvements and enhanced team strategies, and I’ve created detailed documentation for knowledge transfer, enhancing Tier 1 agent training and overall network performance. Concurrently, collaboration with other Level 2 and 3 team members ensured effective diagnosis and resolution of complex network issues, supported by data metrics and/or customer appraisals.