Looking for a job

Sam Bod

@sambod

I resolve ecommerce and enterprise application issues while improving support speed, documentation, and customer satisfaction.

United States

Message

What I'm looking for

I'm looking to continue owning complex application and technical support cases, improving support processes, and collaborating across teams to deliver clear, reliable customer outcomes.

At Walmart, I provide Tier 1/2 support for ecommerce and enterprise applications, owning ServiceNow cases from intake through resolution. I've maintained a 90%+ first-contact resolution rate, reduced unplanned downtime by 25%, and cut average ticket response time by 30% through root-cause analysis and improved triage.

I've also supported Epic ATE at Tower Health and business applications, POS systems, networks, and endpoints at Resorts Casino Hotel. I enjoy translating technical issues into clear guidance, creating useful documentation and training, and partnering with IT, operations, vendors, and technical teams to resolve customer-impacting problems.

Experience

Work history, roles, and key accomplishments

Current

Ecommerce IT Support Specialist

Current

Walmart Inc.

Aug 2021 - Present (5 years 1 month)

Provided Tier 1/2 technical and application support through phone, ticketing, and remote channels, resolving software, account, access, connectivity, and system issues.

IT Support Specialist

Resorts Casino Hotel

Jul 2020 - Aug 2021 (1 year 1 month)

Provided customer-facing support for software, account, access, hardware, and connectivity issues while maintaining a positive and patient customer experience.
Guided users through software and technology processes using clear, step-by-step instructions tailored to their technical knowledge.

EpicATE Support Specialist

Tower Health

Jun 2019 - Jun 2020 (1 year)

Supported users of Epic ATE and related enterprise applications, troubleshooting software functionality, access, workflow, and user issues.
Investigated customer-reported problems, gathered relevant information, documented findings, and coordinated escalation when required.