Summary
Overview
Work History
Timeline
Generic
Austin Stocking

Austin Stocking

Las Vegas

Summary

Results-based support engineer with over six years of experience in customer facing technical roles. Looking for a challenging role in a reputable organization to utilize technical skills and experience for the growth of the organization.

Overview

15
15
years of professional experience

Work History

L2 Customer Support Engineer

Keepit
03.2022 - Current
  • Provide outstanding support to customers via email and phone
  • Work with software development team via Jira on reported errors and bugs on newly released versions
  • Test reported bugs and fixes in demo environment
  • Follow up with clients to verify optimal customer satisfaction following support engagement and problem resolution

Consulting Systems Specialist II

Quest Software (acquired Quadrotech)
02.2021 - 03.2022
  • Served as a subject matter expert on tenant to tenant migration projects
  • Researched and resolved complex issues discovered during migrations
  • Wrote & reviewed KB articles
  • Worked closely with Developers, Product Owner, and consultant teams
  • Created and performed workarounds to ensure successful migrations
  • Provided product enhancements based on managed migration project experience
  • Worked extensively with SQL, Azure, Service Bus, Excel, Etc.

Support & Operations Engineer

Quadrotech
01.2019 - 02.2021
  • Served as a subject matter expert on tenant to tenant migration projects
  • Researched and resolved complex issues discovered during migrations
  • Wrote & reviewed KB articles
  • Worked closely with Developers, Product Owner, and consultant teams
  • Created and performed workarounds to ensure successful migrations
  • Provided product enhancements based on managed migration project experience
  • Worked extensively with SQL, Azure, Service Bus, Excel, Etc.

Support Engineer

VMC
07.2018 - 12.2018
  • Provided technical support for Microsoft Dynamics CRM
  • Responded to support requests from end users and patiently walked individuals through troubleshooting tasks
  • Demonstrated professionalism and courtesy with customers while working to resolve issues and respond to questions
  • Documented all support interactions in system for future reference and addition to knowledge base

Help Desk Technician

702 Communications
10.2017 - 06.2018
  • Evaluated and resolved LAN and WAN technical problems for end-users efficiently to minimize downtime
  • Assisted end users with email and internet related issues
  • Reconfigured used modems and routers

Help Desk Technician

ATOS
01.2017 - 10.2017
  • Mentored and coached other technicians with calls to help them get issues resolved as quickly and efficiently as possible
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks

General Manager

Pizza Hut
08.2007 - 10.2016
  • Reduced costs, managed delivery schedules, and performed risk analysis to improve overall profitability
  • Managed employee reviews, training and schedules
  • Drove double digit year-over-year business growth for five consecutive years
  • Set clear expectations and created positive working environment for employees
  • Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.

Timeline

L2 Customer Support Engineer

Keepit
03.2022 - Current

Consulting Systems Specialist II

Quest Software (acquired Quadrotech)
02.2021 - 03.2022

Support & Operations Engineer

Quadrotech
01.2019 - 02.2021

Support Engineer

VMC
07.2018 - 12.2018

Help Desk Technician

702 Communications
10.2017 - 06.2018

Help Desk Technician

ATOS
01.2017 - 10.2017

General Manager

Pizza Hut
08.2007 - 10.2016

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Austin Stocking