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About Linda E. Hubbard

  • Academic Level Degree Bachelor
  • Industry Computer/Network Security

About me

Personable and knowledgeable IT support technician with over 4 years of experience assisting customers with various hardware and software related issues. Provided in-depth technical support to clients at a Tier 2 level, solving 99.2% of issues without transferring to Tier 3 support. Seeking to provide expert technical support to enterprise organizations as the L3 tech support engineer at QuantX Group.

Education

  • 2015 - Present
    Drexel University

    Bachelor of Science

    Computing and Informatics Design, Database Management Systems, Responding to Technological Failures and Concerns, Web Systems and Services, Information Security Management, Systems Analysis and Design, Database Design and Implementation.

Experience

  • 2017 - Present
    Jones Software Group

    IT Technical Support Specialist L2/Tier 2

    Key Qualifications & Responsibilities • Coordinated with Level 1 technical support specialists to take over calls outside their level of support. • Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length. • Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket. • Onboarded and trained all incoming junior tech support specialists. Key Achievements • Solved 99.2% of Level 2 tech support tickets without needing to escalate to Level 3 tech support engineers.

  • 2015 - 2016
    Memphis Media Menagerie

    Technical Support Specialist L1/Tier 1

    Key Qualifications & Responsibilities • Supported customers with basic technical support for current and past software releases. • Assisted clients with general support for hardware, peripherals, network connections, and external software. • Escalated help desk tickets to Level 2 / Tier 2 support when outside the scope of L1/T1 technician support.

Expertise

Software Troubleshooting & Problem Solving

Languages

English
Proficient

Honors & awards

Skills

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