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.
