Austin Ly
@austinly
Motivated Help Desk Support Analyst eager to grow in IT.
What I'm looking for
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.
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.
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.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
Skills
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