Samuel Hebenstreit
Saint Louis,MO
Summary
An ambitious IT technician with a proven track record in problem-solving, troubleshooting, and excellent people skills. Proficient in desktop and network support, adept at maintaining peripherals and providing stellar customer service. Experienced in networking and software management, I excel in resolving complex technical issues and documentation. Known for effectively handling VIP clients and high-pressure situations, I am eager to further enhance my skills and expertise in the dynamic IT industry.
Overview
4
4
years of professional experience
Work History
Software SME
Latch/DOOR
12.2024 - Current
- Configured and monitored access control based on user needs.
- Educated and advised users on improper system use and how to more effectively and efficiently utilize our product
- Evaluated customer needs and feedback to drive product and service improvements.
- Trained 10 new hires to become effective problem solvers and confident with product concepts
- Provided extensive VIP service to company's most important clients to resolve or triage any problems they reported
- Resolved over 5000 cases quickly and efficiently utilizing resources and my own knowledge
- Maintained high metrics (90% or greater CSAT) and quality in any situation or time frame
- Cultivated positive relationships with all types of clients either VIP or small-impact to ensure continued usage of our product and drive positive feedback for our company.
General Associate
Latch/DOOR
06.2024 - 12.2024
- Served as an initial point of contact for matter pertaining to the software and hardware support for thousands of individual cases
- Efficiently resolved thousands of customer cases with extremely high CSAT ratings of 90% consistently
- Troubleshot both Android and iOS devices using our app with unique issues and challenges per platform
- Troubleshot web-browser based issues and provided secure account management to end users and VIP clients
Hardware Technician (Tier 2)
Outcomes
06.2022 - 12.2023
- White-glove service to VIP clients for complex technical issues sometimes requiring weeks of troubleshooting and investigation
- Developed effective methods and processes for training new candidates in my department
- Assigned to solo and group projects ranging from mass deployment of updates and reinstalling proprietary software/programs
- Experienced in representing my company as a Subject Matter Expert with clients when working with third party vendors, to advise on technical matters
Hardware Technician (Tier 1)
Outcomes
01.2022 - 06.2022
- Exclusively assigned to complex requests and escalated issues.
- Gained experience with remote network connections and devices to and from different locations and users (troubleshooting, maintaining, etc)
- Disaster recovery and prevention, in server, networking, and desktop equipment
- Used processes I developed for troubleshooting to resolve many more thousands of strictly technical requests; such as desktop troubleshooting, peripheral maintenance, point of sale device and equipment, network assistance/inquiries, etc.
Inbound Call Center Technician
Outcomes
06.2021 - 12.2021
- Developed strong customer service and interpersonal skills to adapt to and manage tough situations on the fly
- Effective technical writing and speaking meant I was able to easily explain complex technical issues to people of all technical skill levels
- Developed effective troubleshooting processes to resolve thousands of requests, both software and technical-based
- Knowledge of strict, business standard tech/security guidelines and specifications (HIPPA, Network security, etc)
Education
Bachelor's Degree - Cybersecurity
Southeast Missouri State University
01.2020
Skills
- Strong organizational and time-management skills
- Exceptional communication and interpersonal skills
- Ability to work effectively independently and as part of a team
- Detail-oriented and able to handle multiple tasks simultaneously
- Disaster recovery and prevention
- Strong troubleshooting ability and hardware support/repair
- Linux and Windows 7, 10, 11 problem solving and recovery
- Point of Sale troubleshooting, setup, and repair
- Experienced in networking devices/VPN setup and management
- Hardware deployment and setup
- Experienced in working with third-party entities
- Application troubleshooting and bug detection
- Ticketing systems and escalation/resolutions processes
- Technical process documentation
- Apple and Android platform troubleshooting experience (phones, tablets, iPads, etc)
- Mobile application connection and error troubleshooting
- Employee account management requests
Languages
Spanish
Professional Working
Timeline
Software SME
Latch/DOOR
12.2024 - Current
General Associate
Latch/DOOR
06.2024 - 12.2024
Hardware Technician (Tier 2)
Outcomes
06.2022 - 12.2023
Hardware Technician (Tier 1)
Outcomes
01.2022 - 06.2022
Inbound Call Center Technician
Outcomes
06.2021 - 12.2021
Bachelor's Degree - Cybersecurity
Southeast Missouri State University
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