Technical Support Specialist
CurrentDiagnostic and repairs for all software, packages, and projects.Maintained and managed thousands of SQL server instances, performing rapid repair of server or client machines as needed during any time needed. Often resolving issues under 15 minutes from reported incidents.Completed over 25,000 repairs over my career, dwarfing representatives with double the work experience. Primary trainer of desktop and web-based Point-Of-Sale solutions.Created over 40 training documents and videos. Covering all aspects of our point of sale systems, internal systems, order processing, and diagnostic workflow.Trained hundreds of new ticket sellers on our platforms, dozens of new employees on our internal systems, and 6 other Technical Service Representatives on our roles, duties, and troubleshooting processes.Special ProjectsLead Technician for Special Projects: A primary ticketing software (Primetix) and the hardware diagnostics and repair for that platform, A website designed to be a broker communications hub (reports.ticketnetwork.com), a platform for other applications to make changes to our databases (Broker API), and an e-mail ticketing system (Zendesk).Reverse engineered JavaScript without notes created for the company by external engineers for the automation of exporting tickets to other secondary ticket marketplaces. The base of which was implemented into our POS systems recently.Worked with IT team to build a remote hosting solution for our server/client software package. Used AWS and Azure to build out solutions to 6 of our largest sellers (all with over 50+ employees) to allow cloud computing ease of mind with measurable speed increases to large data inquiries in SQL.Created and distributed batch files to our associates to automate basic tasks when diagnosing issues with servers. Accelerated our repair times from over 30 minutes to under 15.
