Experience

Tier 2 Technical Support Representative for AssetWorks, Inc. (Jul. 2023 – Current)

  • Pitched key observation during troubleshooting meeting yielding expedient resolution of reporting issue in Tier 3 ticket.
  • Achieved over 157 positive feedback responses, maintaining a high level of customer satisfaction in all customer-facing tickets.
  • Utilized MS SQL SELECT statements to retrieve data to aid in troubleshooting.
  • Learned FASuite/EAM fuel run ingestion configuration, processing, middleware installation, modification, and troubleshooting methods within one ticket, keeping the customer updated along the process.
  • Exercised positive attitude when handling escalated tickets and communicated regularly with customers.
  • Responded to customer support tickets with problem analysis and problem solving, establishing rapport and maintaining a high level of customer satisfaction.
  • Concisely documented escalated tickets and root causes with attention to detail.
  • Provided support according to priority for database inquiries, system installation/configuration support for MS Windows Server OS, IIS, MS SQL, Oracle, ElasticSearch, Crystal, databases, product functionality, and business enhancements.
  • Performed mentorship to internal EAM Customer Care staff through ride-alongs and sharing troubleshooting resources.
  • Leveraged various platforms to communicate verbally and in writing as appropriate to expedite ticket resolution.
  • Resolved own FA/EAM sandbox connectivity issues through Windows (web) Server and IIS troubleshooting techniques.
  • Created knowledge base entries for customers and internal staff and development tickets for identified issues and improvements.
  • Analyzed AssetWorks and third-party log files from Google DevTools and MS Event Viewer.

Tier 1 Support Analyst for AssetWorks, Inc. (Jul. 2022 – Aug. 2023)

  • Saved tens of thousands of dollars in lost revenue by communicating to retain at-risk customers.
  • Worked together, pooling knowledge and skills to help teammates solve customer support issues.
  • Prevented escalations by resolving an urgent and three high priority tickets (production and reporting server down) via phone calls and online meetings with customers’ IT departments to analyze, troubleshoot, and problem solve FASuite/EAM incidents, often in virtual machines.
  • Maintained rapport with customers in high-stakes situations.
  • Solved as many as 125 tickets within a 30-day period and over 515 as of Feb. 8.
  • Involved in additional follow-up testing and troubleshooting.
  • Documented each step of all Tier 1 ticket processes by creating workflow diagram as own introduction to project management.
  • Performed after-hours support on a rotating and scheduled basis in early 2023.
  • Saved multiple fleets’ time on manual entry with online meetings to troubleshoot and resolve barcode printing.

Computer Repair Technician at Friendly Computers Spokane (Mar. 2015 – Jul. 2022)

  • Rooted and installed third-party OS on Android smartphone to circumvent bugs embedded in factory image.
  • Performed installations, configurations, troubleshooting, migrations, and more on various Windows versions and editions.
  • Expanded customers’ capabilities through downloading, installing, and configuring apps on iOS and Android mobile devices.
  • Built this online profile using WordPress with a third-party theme, then customized with HTML, CSS, and plugins.

Scores accurate as of September 2023.

90.0 %
average CSAT score for 2023
275
days after hire before solving first high-priority ticket solo.
98.7 %
high/urgent tickets with first reply SLA met.
99.0 %
ticket quality score

Testimonials

When customers come knocking, I pull out all the stops every day into understanding their needs and researching for all of the options available that may satisfy their needs given their circumstances. These are some of their stories.

Melanie N.in ticket feedback

Replied Quickly

“Anya replied quickly to my ticket since our whole fleet was down. I had called and left a message as well. I received her email and a phone call to follow up. Thanks to her quick replies, we were back up and creating work orders with minimal impact.”

John B.on Google

Efficient and Cost-Effective Solution

“Anya at Friendly Computers did a great job in asking questions to identify the core computer and technology issue and the business need. She problem solved an efficient and cost effective solution […] Very happy with the outcome.”

Dale M.on Google

More Than Willing to Go the Extra Mile

“I recently purchased a refurbished laptop from Anya at the Francis store. I was very impressed with her professional manner. She was very friendly and more than willing to go the extra mile. […]”

Ratings in relation to myself

Skills

In the school of hard knocks (and even just while growing up), I’ve developed many abilities to help me succeed in my endeavors. This is just the tip of the iceberg.

Lifelong Learner

★★★★★

Googles everything and receives gentle ribbing from friends for it.

Positive Outlook

★★★★★

Work done well is a reward unto itself.

Problem Solver

★★★★★

Ponders tomorrow’s problems when falling asleep.

Detail-Oriented

★★★★★

Attentive to minutiae and seeks to increase efficiency in processes.

Teamwork

★★★★☆

Respectful, accommodating, communicative, and listens to understand others.

Adaptable

★★★★☆

Regularly evaluates needs in dynamic situations and adapts accordingly.

AssetWorks EAM

★★★☆☆

AssetWorks EAM has breadth and depth to spare.

Research

★★★★★

Catalogs resources, key questions, and other information as investigation aids.

Organization Skills

★★★★☆

Uses time blocking, templates, and systematic folder hierarchies to manage time and data.

SQL

★★☆☆☆

Enrolled in Oracle SQL course and studying.

Windows Server

★★★☆☆

Installed, configured, troubleshot, & repaired Windows Home thousands of times.

Web Servers

★★★☆☆

Grew up tinkering with free web technologies: HTML, CSS, & LAMP.

Certifications

My certifications distinguish me from the mere tech hobbyist.

CompTIA Security+

(August 2015 – February 2022)

CompTIA Network+

(February 2013 – February 2016)

CompTIA A+

(June 2012 – February 2016)

Education

Central Valley High School (2009 – 2013)

  • Graduated with a GPA of 3.768.
  • Designed, coded in HTML and CSS, and maintained 3 student-accessible classroom calendars and charity resource web page as teacher assistant.
  • Used technical skills during hands-on and virtual labs to break, troubleshoot, and repair Windows computers and networks.
  • Member of National Honor Society’s Holt Chapter.
  • Excelled in college-level CompTIA A+ and Network+ classes, resulting in CompTIA and MTA certifications.

A Venn diagram with CompTIA A+ 1 & 2, Internet & Info Tech, Microsoft Cert. Word, and Network+ exclusively within the left Tech circle, Computer Animation 1 – 3, Teacher Assistant, and Web Design in the area of the intersecting circles, and Elements & Principles of Art, Drawing 1, and Pottery 1 and 3 exclusively in the right Art circle.

Projects

A photo of a pale blue wall with a beige four-port Ethernet wall plate at the center.
Ethernet Wiring
Home Improvement / Tech
A 3D render of a green gummy bear with a hamster-like nose and beady, little eyes.
Gummy Hamster
Art / Tech
A photo of the left and right sides of a desktop computer separated diagonally by a white line, showcasing the cable management performed.
Custom Build Desktop
Tech
A black and white photo of a circuit breaker panel with each breaker labelled with a number written in calligraphic style. A half-sheet of paper is taped to the inside of the door with typewriter font detailing what circuits in the house correspond to a given number.
Labeled Circuit Breaker Panel
Art / Home Improvement
A 3D rendering of a medieval steel breastplate with a brass fleur de lis design at the center.
Medieval Breastplate
Art / Tech

Computer Animation didn't just teach me modeling.

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