Open to opportunities

Harout Tchagaspanian

@harouttchagaspanian

Message

Seasoned Technical Support Engineer delivering high-quality SaaS and enterprise IT support.

United States

Message

What I'm looking for

I seek a customer-focused technical support role where I can reduce ticket resolution time, mentor teams, and influence product improvements while delivering white-glove service.

I am a seasoned Technical Support Engineer with over 12 years of experience delivering fast, customer-focused support across Microsoft, SaaS, VPN, Citrix, and enterprise environments. I have a strong record of reducing ticket resolution time, mentoring junior staff, and providing white-glove service to end-users and executive stakeholders.

My background includes systems administration, desktop imaging and deployment, VPN and Citrix configuration, and process improvement through documentation and training. I partner with product and customer-success teams to capture feature-request trends and influence roadmap priorities, while maintaining high uptime and data integrity for large user bases.

Experience

Work history, roles, and key accomplishments

Support Operations Specialist II

Unite Us

Nov 2021 - Jan 2026 (4 years 2 months)

Delivered high-volume multi-channel SaaS support, reduced average ticket resolution time by ~20%, and mentored 5 junior analysts while influencing product roadmap via captured feature-request trends.

SaaS Support ServiceNow Mentoring Data Integrity Remote Support

Technical Support Analyst

Aramark

Aug 2018 - Nov 2021 (3 years 3 months)

Provided tier-1/2 support for Oracle, Office 365, and Windows to 2,000+ users, completed 150+ workstation refreshes with zero downtime, and authored knowledge-base articles reducing repeat tickets by 15%.

Office 365 Windows Remote Support

Technical Support Analyst

SMCI

Dec 2013 - Sep 2018 (4 years 9 months)

Supported multi-office users across hardware, software, and network issues, configured Citrix and VPN access for 300+ users, and maintained OS images and backups to ensure secure remote connectivity.

Citrix VPN Windows Imaging Backup Remote Tools Desktop Support Executive Support

Technical Support Specialist

Cyber Defender

Nov 2011 - Jan 2013 (1 year 2 months)

Diagnosed and remediated malware and performance issues for corporate clients, achieving >85% first-call resolution while documenting cases in CRM systems for ongoing tracking.

CRM Troubleshooting Client Communication Ticketing

Document Management Specialist

City of Glendale

Jan 2008 - Jan 2011 (3 years)

Managed document workflows using IBM FileNet and provided front-desk public-library support, improving customer-service communication and operational multitasking.

Document Management Customer Service Records Management Multitasking

Desktop Support Specialist

DreamWorks Animation

Jan 2009 - Dec 2009 (11 months)

Supported 100+ artists and engineers on Windows XP and Linux workstations, resolving software and hardware issues for creative applications including Adobe CS3.

Desktop Support Windows Linux Application Support Imaging Artist Workstation Support

Education

Degrees, certifications, and relevant coursework

University of Phoenix

Bachelor of Science, Computer Science / Information Technology

Completed a Bachelor of Science in Computer Science / Information Technology with coursework in programming, Unix, database management, Windows networking, SQL, and web programming.