Alexander Vaught III

TECH SUPPORT ANALYST

Flagstar Bank

Aug 2024 - May 2025 (10 months)

• Provide technical support onsite and remote using ServiceNow and other diagnostic tools and techniques, ensuring timely and effective issue resolution. Minimum of 25 calls required per shift, I averaged 35-40 calls resulting in a 40-60% increase in calls taken and a 10-15% increase relative to the average, based on the minimum. • Manage escalations and perform root cause analysis to reduce ticket volume and improve service efficiency. • Constantly went above and beyond to serve the customer. • Collaborate with cross functional teams on system updates minimizing user disruption during deployments. • Develop operational and installation procedures and lead knowledge sharing sessions to improve team workflow processes and performance. •

TECH SUPPORT ANALYST

HCL Technologies

Oct 2020 - Aug 2024 (3 years 11 months)

• Deliver high quality technical support consistently meeting or exceeding KPIs such as average ticket resolution speed and first contact resolution by 45% on a daily average while focusing on driving user satisfaction. • Supported Windows 10 and 11 environments applying Active Directory Group Policies to manage user access and system configurations. • Collaborate with cross functional technical teams to resolve escalations improving system reliability maintaining 100% uptime. • Utilize the ServiceNow ticketing system to track and manage user requests employing remote tools for efficient issue resolution. • Document new solutions and updates in the knowledge base enhancing information accessibility and support consistency. • Analyze u

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TECH SUPPORT ANALYST|

Ascension Technologies

Oct 2014 - Oct 2020 (6 years 1 month)

• Manage an average of 35 daily support inquiries through ServiceNow ensuring prompt resolution to enhance user satisfaction and system performance. • Detect and remove malware and spyware strengthening endpoint and network security. • Provide user account support in Active Directory resolving email, network access, and authentication issues to minimize downtime. • Setup, support, test and troubleshoot print servers. • Continuously expand technical expertise by proactively learning new technologies and contributing to team initiatives. • Apply knowledge of Windows 10, LAN/WAN infrastructure and Group Policy to maintain system functionality and ensure reliable connectivity. • Collaborate across departments to identify and resolve recu

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TECHNICAL SUPPORT SPECIALIST

Johnson Controls | Hewlett-Packard

Jan 2014 - Oct 2014 (10 months)

• Resolve software and hardware issues including MS Office 2013, Lync, Lotus Notes, and network printers, handling an average of 30 daily support inquiries through the Remedy ticketing system. • Create business process documentation and generate reports to support ITSM best practices and improve system reliability. • Provide technical support for mobile devices enhancing user experience and ensuring consistent device performance. • Deliver empathetic user focused support fostering a positive experience and maintaining strong team morale. • Collaborate with cross functional teams to strengthen ITSM workflows resulting in more efficient service delivery and higher customer satisfaction.

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TECHNICAL SERVICE REPRESENTATIVE

Compuware Corporation

Mar 2004 - Apr 2013 (9 years 2 months)

• Resolve complex technical issues through Level 2 troubleshooting related to software desktop licensing and product functionality ensuring high levels of customer satisfaction. • Handle multi user support calls efficiently assisting up to five users concurrently while meeting established SLAs for response and resolution times. • Lead onboarding and technical training for new employees supporting team development and operational readiness. • Provide installation and configuration support across platforms including Citrix, VMware, and UNIX, ensuring seamless integration and functionality. • Develop and maintain a centralized knowledge hub with troubleshooting guides and documentation to promote knowledge sharing and empower team-based p

Alexander Vaught III

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