Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

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
Samuel Hebenstreit