April Hightower
@aprilhightower
L3 Support Manager who leads service assurance teams to resolve complex IT issues and improve reliability.
United StatesWhat I'm looking for
I’m an L3 Support Manager with 7+ years of progressive experience at PwC, currently leading an L3 team focused on service assurance. I diagnose and resolve complex technical issues to ensure timely resolution and minimal impact on customer experience.
I collaborate with development teams, TechOps, and business stakeholders to identify root causes, implement fixes, and drive continuous improvement in service reliability and performance. I analyze service metrics and support trends to target process improvement opportunities that increase operational efficiency and customer satisfaction.
I also mentor and train junior L3 support team members to strengthen technical skills and foster a collaborative environment. By troubleshooting escalated issues, using logs/diagnostic tools, and documenting solutions in a knowledge base, I help streamline issue resolution for future incidents.
Experience
Work history, roles, and key accomplishments
Leads L3 support for service assurance, diagnosing and resolving complex technical issues to minimize customer impact. Collaborates with development, TechOps, and business teams to perform root cause analysis, implement fixes, and drive continuous improvements in reliability and performance.
Provided advanced technical support by troubleshooting and resolving escalated software, hardware, and network issues for service assurance. Used logs and diagnostic tools to identify root causes, implemented solutions, and documented procedures to improve the support knowledge base and future incident resolution.
Education
Degrees, certifications, and relevant coursework
University of South Florida
Associate of Arts, Analytics & Information Systems: Cyber Security
Completed coursework in Analytics & Information Systems: Cyber Security at the University of South Florida (2017).
St. Petersburg Community College
Associate of Arts, Business Administration/Management and Computer Systems
Studied Business Administration/Management & computer-related systems at St. Petersburg Community College (2015).
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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