Ashtin Evans

Technical Support and Network Operations professional with 6+ years of experience delivering Tier 1/Tier 2 support and troubleshooting hardware, software, and network issues in enterprise environments. Skilled in system monitoring, incident management, and root cause analysis, with hands-on experience meeting client SLAs and coordinating with engineering teams to resolve and prevent recurring issues. Experienced in ServiceNow ticket ownership, escalation management, and technical documentation, translating complex issues into clear guidance for end users.

Proven ability to support both internal enterprise systems and external customers across phone, email, and chat channels. Seeking to bring NOC and customer-facing support expertise to a Technical Support Engineer, NOC Analyst, or Customer Support Engineer role.

Network Operations Specialist - Stratacache - Eugene, OR

(2024-08 - 2026-03)

Provide Tier 2 technical support and network troubleshooting for enterprise digital signage systems, resolving hardware, connectivity, and proprietary software issues in line with client SLAs.

• Monitor distributed network and signage systems using industry-standard tools, proactively identifying performance issues and system health risks before they cause downtime.
• Investigate and triage incidents, perform root cause analysis, and coordinate remediation with engineering teams to resolve issues and reduce repeat tickets.
• Perform security-focused system health checks to flag vulnerabilities and operational risks, escalating findings according to established protocols.
• Support after-hours maintenance windows, coordinating system updates and configuration deployments and validating post-deployment performance to minimize service disruption.
• Built basic scripts to automate repetitive monitoring tasks, reducing manual effort in day-to-day operations.
• Document incident details, troubleshooting steps, and resolutions in ServiceNow to maintain accurate records and support knowledge-sharing across the team.

Technical Support Specialist - Stratacache - Eugene, OR

(2023-02 - 2024-08)

• Delivered phone- and email-based technical support to end users, diagnosing and resolving hardware, software, and connectivity issues.
• Owned tickets end-to-end in ServiceNow, guiding users through step-by-step troubleshooting and explaining technical issues in clear, non-technical terms.
• Escalated recurring or complex technical issues to engineering teams following established escalation protocols to ensure timely resolution.
• Documented troubleshooting steps and resolutions to build out internal knowledge base resources, improving self-service support options.
• Maintained accurate ticket records to support SLA compliance and reporting.

Customer Service Specialist — Help Desk Lead & Documentation SME - EG Global - Remote

(2021-06 - 2022-04)

Ran day-to-day help desk operations in HubSpot and across social media channels, answering customer questions and providing technical support for cryptocurrency transactions.

• Served as documentation lead and subject matter expert, creating all help desk documentation and setting support standards and procedures from the ground up.
• Led and trained a volunteer-based help desk team, onboarding volunteers on the systems and processes built in-house to ensure consistent, accurate support.
• Collaborated with volunteers on an ongoing basis, coaching them on tools and escalation procedures to scale support coverage across channels.
• Researched recurring customer inquiries and authored knowledge base articles and troubleshooting guides, improving customer self-service and reducing repeat questions.

IT Technician / Technical Consultant - NetworkIT - Big Bear Lake, CA

(2020-08 - 2022-02)

• Delivered on-site technical consulting for residential and business clients, installing and configuring secure networks including structured cabling, routers, mesh Wi-Fi, and wireless access points.
• Provided end-to-end technical support, including desktop troubleshooting, hardware/software installation, and PC repair across a range of devices.
• Built client relationships through direct outreach, converting leads into long-term technical support engagements.
• Collaborated with a small technical team to deliver consistent, high-quality service across all client projects.