Michael Yont
@michaelyont
I resolve SaaS, HVAC, PC, and customer support issues across technical environments.
United StatesWhat I'm looking for
At Xoi Technologies, I provide SaaS support for the Xoi mobile and web platforms, helping clients and field technicians diagnose issues through email, chat, text, and phone. I use Zendesk, Jira, Notion, Confluence, Appsmith, SightCall, GitHub, AWS, and ChatGPT to research software and HVAC troubleshooting and create clear client responses.
I've also supported HVAC technicians at Haier GE Appliance Solutions, employees with PC hardware and software issues at Nielsen Media Research, healthcare providers at UnitedHealthcare, and patients and nurses using peritoneal dialysis home machines at Baxter Healthcare. With more than 30 years across customer service, technical support, PC support/IT, sales, call centers, and remote support, I focus on empathetic service and first-call resolution, including support for Spanish-speaking customers.
Experience
Work history, roles, and key accomplishments
L1 Support Engineer
Xoi Technologies
Jan 2024 - Jan 2026 (2 years)
Provided SaaS software support to clients and field technicians, diagnosing issues with the Xoi mobile and web applications via email, chat, text, and phone. Used ChatGPT AI for client responses and troubleshooting research, and utilized Zendesk, Jira, Notion, Confluence, Appsmith, SightCall, GitHub, and AWS.
Technical Support Technician
Haier GE Appliance Solutions
Jan 2021 - Jan 2024 (3 years)
Provided technical assistance to HVAC technicians diagnosing air conditioning and heating equipment, including DFS and VRF systems, and supplied parts for job sites. Assisted product specialists with case information and used Salesforce CRM with TechSee and Microsoft Office for documentation.
PC Support Representative
Nielsen Media Research
Jan 2019 - Jan 2021 (2 years)
Assisted employees with diagnosing and repairing hardware and software issues, with full Active Directory administration, MDT imaging, and ticket processing in ServiceNow. Provided networking and VPN troubleshooting, remote desktop support, and set up new employee accounts and computers.
Provider Customer Support
United Healthcare
Jan 2018 - Jan 2019 (1 year)
Assisted healthcare providers with member information regarding Medicare plan benefits, intake for inpatient and outpatient pre-authorizations, and troubleshooting claims and appeals inquiries.
Technical Support Representative
Baxter Healthcare International
Jan 2010 - Jan 2018 (8 years)
Provided remote 24/7 support to patients and nurses troubleshooting Peritoneal Dialysis home machines, adjusting therapy programming, and documenting calls for FDA review. Used Seibel, GSP, ProQ CRMs and various company applications, and was bilingual in Spanish.
Education
Degrees, certifications, and relevant coursework
Professional Certification, Information Technology
Completed the Google IT Support Professional Certification in 2019.
PTEC Vocational Center
Vocational Certificate, Vocational Training
Graduated from PTEC Vocational Center in Clearwater, Florida in 1991.
Countryside High School
High School Diploma, General Studies
Graduated from Countryside High School in Clearwater, Florida in 1988.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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