Open to opportunities

Austin Ly

@austinly

Message

Motivated Help Desk Support Analyst eager to grow in IT.

United States

Message

What I'm looking for

I am looking for a hands-on support role in IT where I can grow my skills and contribute to a team-focused environment.

I am a motivated and tech-savvy individual with a strong interest in IT and technology, looking to begin my career in IT support. My experience as a Lead Server and Shift Lead has honed my skills in problem-solving, clear communication, and staying calm under pressure. I am eager to bring these traits into the IT field.

While I’m not yet an IT professional, I am a fast learner with a passion for technology and a strong drive to grow in a hands-on support role. My technical skills include proficiency in help desk ticketing systems, software troubleshooting, and customer service, which I believe will be invaluable in my future endeavors.

Experience

Work history, roles, and key accomplishments

Shift Lead

Merchant Madison LLC.

Jan 2023 - Present (2 years 6 months)

Efficiently manage multiple concurrent tasks during high-volume shifts, resolving Point-of-Sale system errors, network issues, and customer requests in real time to maintain smooth operations. Utilize scheduling, inventory, and time-tracking platforms to manage team operations, gaining experience with enterprise software systems.

Point of Sale Customer Service Inventory Management

Lead Server

Merchant Madison LLC.

Jun 2022 - Present (3 years 1 month)

Provide excellent and professional customer service in a fast-paced environment, resolving issues quickly while maintaining a calm and solution-focused demeanor. Provide first-level technical support for Point-of-Sale systems, receipt printers, and network-connected devices, diagnosing and resolving hardware/software issues with minimal downtime.

Customer Service Technical Support Point of Sale Network Hardware

Education

Degrees, certifications, and relevant coursework

Indian Trail High School & Academy

High School Diploma, General Studies

Obtained a high school diploma from Indian Trail High School & Academy. Focused on general studies to build a foundational knowledge base for future academic and career pursuits.