Suede Young

Experience

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  Stealth USA

  Apr 2010 - Nov 2013

  Computer Technician

  -Installed software, modified and repaired hardware.-Resolved customer issues in a clear, courteous, and professional manner.-Identified and solved technical issues using a variety of diagnostic tools.-Conducted research to address customer concerns.-Activated web hosting accounts for customers.-Removed viruses and mal-ware off customer systems.-Repaired mobile devices including iPhone's-Maintained multiple dedicated servers and helped customers with issues with DNS, WHM, cPanel on a local and root access to the server. Show less

• 

  City of Merced

  Apr 2010 - Jun 2010

  Student Technition

  Cleared memory on computers and deguazzed the harddrives, reinstalled OSs for Windows XP and Windows 7 as well as building computers.

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  Taco Bell

  Jan 2012 - Oct 2015

  Shift Manager

  -Maintain registers and credit card processing systems-Inventory-Manage crew-Handle customer complaints until resolution

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  Hometown Wireless

  Jun 2012 - Oct 2012

  Hometown Wireless (Verizon Premium Retailer)

  -Answer incoming calls about products and services.-Sold and activated cellular phones and devices on the Verizon Wireless Network.-Repaired minor issues with cellular phones.-Assisted walk-in customers with issues related to their Verizon Wireless service.-Complete Verizon Wireless certification program.

• 

  Airgas

  Aug 2013 - Aug 2015

  Electronic Tech and Dispatcher

  From August to December I had worked on the gas detection monitors. From December to the present I currently do dispatch for all of our drivers that are on call for the Barge runs to deliver air and equipment.

• 

  Hostgator.com

  Oct 2015 - Dec 2017

  • Implemented, installed, configured, monitored, troubleshoot, and evaluated hardware and software issues on servers successfully.• Assisted team members in prioritizing system upgrades, leading to a 15% improvement in overall system efficiency.• Configured 50+ servers and developed standardized processes that improved customer support by 20%• Efficiently resolved over 500 major and minor issues via live chat• Assisted agents in resolving 300+ customer inquiries monthly, enhancing contact resolution by ensuring clarity and accuracy. • Managed and resolved over 1,000 billing and support ticket issues annually, improving ticket closure rate by 30% Show less -Assisted customers with issues through the live chat system with many issues and escalated contacts. -Helped in assisting new agents tip and tricks to help troubleshoot and fix issues that the customer may be experiencing. -Helped agents around me go over protocol and help learn the best way to help.-Taken escalated chats to help the customer provide a first contact resolution to help keep them happy and with Host Gator. -Worked with customers on many issues with Customer service to help deescalate the issue to be able to help the customer further if possible. -Helped with agents requesting help from a supervisor to keep up the first contact resolution between the customer and the agent as much as possible, taking chats if needed. -Assisted in many billing requests and support issues to help keep all queues in the company down to avoid tickets if possible. Show less

  • Junior System Administrator L3

    Feb 2017 - Dec 2017

  • Jr. Administrator L2

    Oct 2015 - Feb 2017
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  CPanel

  Dec 2017 - now

  Linux Analyst

  • Diagnosed and resolved complex system issues, enhancing system reliability and performance.• Strengthened customer relationships through regular updates and issue prevention strategies, achieving a feedback score above 9.2• Achieved top 20% productivity among peers by efficiently resolving over 50 tickets weekly, reducing average resolution time by 15%• Initiated effective support cases that reduced recurring issues and customer contacts by 30%.• Created and updated comprehensive guides, enhancing the efficiency of department operations.• Ensured compliance with company policies in all technical operations through strict adherence and proactive monitoring. Show less