Sam Wale

Results-driven IT Support & Application Support Specialist with 5+ years of experience delivering Tier 1/2 technical support in enterprise and ecommerce environments. Proven track record of reducing ticket response times, increasing user satisfaction, and supporting complex ERP, ITSM, and clinical application ecosystems. Adept at troubleshooting hardware, software, network, and application-layer issues with expertise in Active Directory, ServiceNow, Epic, SAP, and Office 365.

Strong communicator with experience developing end-user training programs and cross-functional documentation.

Ecommerce IT Support Specialist at Walmart Inc. (2021-08 – Present)

• Deliver Tier 1/2 technical support across multiple departments, achieving a 90%+ first-contact resolution rate on all submitted tickets, consistently meeting SLA benchmarks.
• Improved user satisfaction (CSAT) scores by 20% by redesigning IT ticket tracking and resolution workflows within ServiceNow, increasing transparency and accountability.
• Reduced average ticket response time by 30% by implementing priority-based triage frameworks and automation rules for common incident categories.
• Diagnosed and resolved network connectivity issues including VPN, DNS, and DHCP failures, reducing unplanned system downtime by 25%.
• Increased end-user productivity by 15% by delivering application training and creating self-service documentation for Office 365, SharePoint, and internal ecommerce tools.
• Developed and maintained training materials and onboarding guides, improving technology adoption rates by 20% across onboarded departments.
• Collaborated with cross-functional IT, operations, and vendor teams to streamline escalation procedures, reducing escalation volume by 15%.
• Administered Active Directory accounts including provisioning, deprovisioning, group policy management, and password resets for enterprise users.
• Supported hardware deployment, imaging, and asset management using SCCM, maintaining an up-to-date hardware inventory for hundreds of endpoints.

IT Support Specialist at Resorts Casino Hotel (2020-07 – 2021-08)

• Coordinated routine preventive maintenance for workstations, servers, and hospitality systems, reducing unplanned downtime and supporting 24/7 business continuity.
• Resolved hardware, software, and network issues efficiently, contributing to a 15% increase in user satisfaction and improved system availability across property.
• Supervised a team of IT operators, delegating tasks and providing coaching that improved team productivity by 20% during peak operational periods.
• Developed and maintained standard operating procedures (SOPs) ensuring consistency in IT support delivery and regulatory compliance.
• Maintained 99% accuracy in system data entry and asset tracking, supporting reliable reporting and audit-ready documentation.
• Optimized workload distribution and system resource allocation to support concurrent hospitality and back-office operations.
• Provided technical support for point-of-sale (POS) systems, printers, IP phones, and specialized casino management software.

Epic ATE Application Support Specialist at Tower Health (2019-06 – 2020-06)

• Led Tier 1/2 troubleshooting for Epic ATE system incidents, reducing issue resolution times and enhancing clinical operational efficiency.
• Developed structured training materials and conducted instructor-led sessions for clinical end-users on Epic ATE workflows, best practices, and system updates.
• Analyzed support ticket data to identify recurring issue trends, enabling proactive resolution strategies that streamlined workflows and reduced recurring tickets.
• Facilitated user feedback sessions and usability testing to surface improvement opportunities, aligning system configurations with clinical workflow needs.
• Maintained a comprehensive technical knowledge base documenting incidents, resolutions, and escalation paths, reducing repeat escalations and improving team knowledge sharing.
• Coordinated with Epic implementation and clinical informatics teams on system upgrades, patches, and configuration changes with minimal user impact.

Bachelor of Science in Computer Science – Farmingdale State College (2022-05)

Additional coursework in Bachelor of Science in Accounting – Farmingdale State College (2022-05)