Open to opportunities

Kory Kory

@korykory

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Dedicated Systems Operations Engineer with a focus on technical support.

United States

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What I'm looking for

I am looking for a role that values technical expertise and offers opportunities for growth.

I am a dedicated Systems Operations Engineer with extensive experience in diagnosing and resolving complex technical issues across diverse platforms. My career has been marked by a strong commitment to enhancing operational efficiency and ensuring high levels of system performance. I have a proven track record of implementing strategic support strategies that improve processes and deliver exceptional technical support.

Throughout my tenure at Wells Fargo Bank, I successfully diagnosed and resolved intricate technical issues related to large-scale applications, systems, and databases. My role involved delivering tier 2 support while adhering to escalation guidelines for unresolved issues. Additionally, I have experience in reviewing and analyzing operational support systems to ensure optimal infrastructure availability, executing incident, problem, and change management across various applications and technologies.

Prior to my role at Wells Fargo, I worked as a Technical Support Specialist at Time Warner Cable, where I triaged customer issues and provided training for new hires. My background also includes experience as a Business Systems Analyst, where I drove remediation activities and managed incidents across a wide range of applications. I am committed to continuous improvement and dedicated to providing high-quality customer service.

Experience

Work history, roles, and key accomplishments

Current

Systems Operations Engineer/Tier 2

Current

Wells Fargo Bank

Oct 2017 - Present (7 years 8 months)

Diagnosed and resolved complex technical issues related to large-scale applications, systems, and databases. Identified process improvement opportunities within technical support strategies and delivered Tier 2 support. Executed incident, problem, and change management across diverse applications and technologies.

Technical Support Infrastructure Management Incident Management Problem Management Change Management ServiceNow

Technical Support Specialist 3

Time Warner Cable

Oct 2012 - Nov 2017 (5 years 1 month)

Triaged customers via phone and email to resolve Tier I/II technical issues, including cable modem provisioning and router configuration. Trained new hires through side-by-side coaching and provided floor support. Managed incident, problem, and request ticket queues to ensure timely completion and customer satisfaction.

Technical Support Troubleshooting Networking Customer Service Training Ticketing

Business Systems Analyst

City of Charlotte

Jul 2008 - Oct 2012 (4 years 3 months)

Drove remediation activities, ran incident conference calls, and provided status on active issues and projects. Executed incident, problem, change, and release management across a wide range of applications and technologies. Created, updated, and maintained application-specific troubleshooting documentation and runbooks.

Business Analysis Incident Management Problem Management Change Management Release Management Documentation

Team Lead

City of Charlotte

Jun 2007 - Jul 2008 (1 year 1 month)

Provided citizens with information services on a variety of city services and handled escalated supervisory calls from CSRs. Updated the call center Escalation Database with call details and resolutions. Trained new hires, developed and led CSR refresher training, and guided daily processes.

Team Leadership Customer Service Training Escalation Management Database Management Coaching Call Center Operations

Education

Degrees, certifications, and relevant coursework

Capella University

Bachelor of Science, Information Technology

Currently pursuing a Bachelor of Science in Information Technology, focusing on foundational IT concepts and systems. Expected to graduate in June 2026.