Open to opportunities

David VanSell

@davidvansell

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Dedicated Technical Support Engineer with over 20 years of experience.

United States

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What I'm looking for

I am looking for a role that values collaboration and continuous improvement, where I can leverage my extensive experience to enhance user support and contribute to team success.

I am a dedicated and highly skilled Technical Support Analyst with over 20 years of experience in providing comprehensive software, hardware, and network systems support. My expertise lies in troubleshooting complex technical issues and delivering exceptional customer service. I have a proven track record of managing high-pressure situations and communicating effectively with clients and stakeholders to ensure optimal user experiences.

Throughout my career, I have demonstrated my ability to adapt to changing situations and varying severities, utilizing both proactive and reactive methodologies. I am committed to continuous learning and staying updated with the latest technological advancements to provide innovative support solutions. My experience includes developing new procedures and documentation to enhance support processes, ensuring comprehensive support for diverse technical environments.

Experience

Work history, roles, and key accomplishments

Current

Support Analyst

Current

Alteryx

Aug 2021 - Oct 2024 (3 years 2 months)

As a Support Analyst at Alteryx, I facilitated communication between customers and internal teams, provided first-line technical support, and managed service level agreements. I diagnosed and resolved technical issues, authored knowledge base articles, and conducted user training sessions to enhance technology utilization.

Technical Support Customer Service Troubleshooting User Training

Support Analyst

Alkami Technology

Dec 2017 - Jan 2020 (2 years 1 month)

In my role as a Support Analyst at Alkami Technology, I provided multi-channel support, diagnosed hardware and software issues, and managed support tickets using Jira. I also monitored live data to address issues promptly and contributed to the internal knowledge base.

Technical Support Ticketing Data Analysis Quality Control Network Trend Monitoring

Online Support Specialist

Frontier Communications

Dec 2012 - Dec 2017 (5 years)

As an Online Support Specialist at Frontier Communications, I provided remote access support, managed escalated issues, and performed malware removal on various operating systems. I communicated effectively with clients and maintained detailed records of support activities.

Remote Support Client Communication Issue Diagnosis Performance Monitoring Team Collaboration Escalation Management