Technical Support Specialist

Senior Technical Support Specialist — Aether Cloud Solutions

Austin, TX | January 2024 – Present

• Resolved over 1,800 Tier 2 database and software integration tickets using Zendesk and Jira Service Desk, maintaining a 98.6% customer satisfaction (CSAT) rating and outperforming team averages by 8.5%.
• Troubleshot enterprise REST API authentication failures and database performance bottlenecks, developing 14 automated diagnostics scripts that cut average ticket resolution times by 35%.
• Created and published 45 technical troubleshooting articles in the internal knowledge base, deflecting incoming ticket volumes by 18% and shortening average onboarding time for new team members by 22%.
• Mentored 4 junior support engineers on server log analysis and query tuning, leading to a 30% reduction in escalated tickets to the core engineering department over a 12-month period.

Technical Support Specialist — Zenith Tech Systems

Houston, TX | July 2021 – December 2023

• Fielded 40+ daily incoming customer support inquiries via phone, email, and live chat, resolving 85% of issues during the first point of contact and meeting all SLA standards for 99.8% of cases.
• Administered corporate Active Directory accounts and network access permissions for 400+ onsite and remote employees, decreasing user access provisioning delays by 28% over 18 months.
• Collaborated with the QA team to reproduce and document 62 complex software bugs in Jira, helping the development team deploy critical patches 10 days faster than previous sprint cycles.
• Monitored server infrastructure using AWS CloudWatch, identifying and escalating 25+ system anomalies to prevent potential downtime and maintain system availability at 99.98%.

Technical support, SQL database querying, REST API troubleshooting, Active Directory administration, Linux server configuration, Network diagnostics, Jira Service Desk, Zendesk, Salesforce Service Cloud, AWS CloudWatch, Git version control, Customer communication, SLA compliance, Troubleshooting scripts

API Integration Diagnostic Tool

Role: Lead Support Developer

Tools: Python, Flask, REST APIs, Git

Built a custom Python utility to parse system logs for REST API responses, reducing manual diagnostic times for customer integrations by 40%.

Knowledge Base Optimization Initiative

Role: Technical Support Lead

Tools: Zendesk Guide, Confluence, Snagit

Restructured 80 legacy support articles and created new video tutorials, deflecting 15% of inbound tickets and saving 12 hours of weekly team work.

• CompTIA A+ (2021)
• ITIL Foundation Certificate in IT Service Management (2022)
• AWS Certified Cloud Practitioner (2023)

• Languages: English (Native), Spanish (Conversational)
• Volunteer Work: Technical support advisor for regional community literacy program (2022-present)
• Availability: 2 weeks notice