Ethan Cochran Email & Phone Number

Dublin, Ohio, United States

• Escalation point and technical troubleshooter for Systems and Network hardware problems• Deep diving into Linux server issues• Remediation of network outages• Isolation testing and repair of complex computer systems• Troubleshoot technical issues on various platforms ranging from Systems through Networking to Power/Mechanical• Remediation of physical layer outages, both Systems & Network• Remediation or recovery of physical power issues on racks

New Albany, Ohio, United States

• Supporting on-site internal employees with PC hardware, software and internal tooling. • Working within an internal ticket system to resolve issues and communicate with customers.• Writing and executing CMs (Change management)• Performing software and hardware configuration (e.g., installing new servers or provisioning laptops, installing software programs, configurations to software, etc.)• Coordinating inventory management (e.g., receiving, decommissioning, and liquidating computer equipment)• Assisting Equipment Coordinators and Engineers with local, regional, and global OTS projects

New Albany, Ohio, United States

• Supporting information technology assets, performing technical tasks on hardware, operating systems, or enterprise application software. • Coordinating inventory management (e.g., receiving, decommissioning, and liquidating computer equipment)• Performing software and hardware configuration (e.g., installing new servers or provisioning laptops, installing software programs, simple configurations to software, etc.)• Assisting end-users with troubleshooting and break-fixes• Writing and executing CMs (Change management)• Assisting Technicians and Engineers with local, regional, and global OTS projects

Provided Tier 2 Technical Support for consumer electronics & cloud services, in a virtual call center environment.Regularly navigated multiple applications and knowledge bases to verify customers, research solutions, and provide step-by-step instructions.Troubleshot software issues for customers relating to software updates, backup & restores, connectivity, computer applications, and cloud services; in addition to providing general how-to information.Supplied remote troubleshooting for hardware issues using remote diagnostics.Handled escalated interactions from difficult technical issues and frustrated-customer situations.

Provided Tier 1 Technical Support for consumer smartphone products & cloud services, in a virtual call center environment.Troubleshot software issues for customers relating to software updates, backup & restores, connectivity, and cloud services; in addition to providing general how-to information.Supplied remote troubleshooting for hardware issues using remote diagnostics.Scheduled in-store appointments for on-site hardware troubleshooting and repair, when necessary.Mentored new associates during "nesting" by live listening to calls, providing feedback and assistance when needed.Under the supervision of a manger, coached team members in production to improve metrics like hold time, after-call work, and first call resolutions.

High School, Computer Networking Technology

Activities and Societies: Ohio BPA

Education record