At Transcom, I resolved software, account, authentication, device configuration, and operating system issues in a high-volume remote service desk environment. I researched unfamiliar problems in internal knowledge bases and documentation to find troubleshooting paths and next steps.
I created case records that preserved technical history and supported continuity across customer interactions. I also advanced complex incidents through established escalation paths while maintaining ownership of the customer experience through resolution.
At Fort Lewis College — Information Technology Department, I resolved hardware, software, and account issues for students, faculty, and staff. I supported computer deployment, maintenance, and lab operations, and handled confidential student information in compliance with FERPA requirements.
Across my support roles, I adjusted technical explanations to customers’ accessibility and communication needs. At Transcom, I maintained multiple consecutive months of 100% Customer Satisfaction while meeting organizational quality expectations.
