Zachariah Gibbens

Receive promotion from Package Handler to Customer Service Representative after showing strong hands-on learning skills resulting in being promoted shortly after one year of service Oversee inventory management system impacting more than 20 clients resulting in a strong utilization of IT consulting service to high-level clients needing backend support and troubleshooting Maneuver various computer functions including data entry, reporting of production, and use of internal systems to ensure clients received their parcels within the given due dates

Aided stakeholders with the installation, upgrading, and troubleshooting of Splunk system infrastructure resulting in technical support skills towards searching, monitoring, and analyzing machine-generated data Utilized key knowledge of internal Splunk cloud to troubleshoot client issues more quickly while understanding how the interface could be enhanced upon further for team trainings Assisted my teammates in troubleshooting of Splunk interfaces including but not limited to resolving Vault and Python codes, reviewing computer hardware for performance issues, and onboarding new hardware systems Oversaw enhancements on various standard operating procedures including requirements for system administration updates, responses towards Splunk issues needing escalation, and operations-related functions Strong attention to detail and ability to learn new processes towards success resulting in recognition as a Top 3 performer on the team for the ability to solve various technical issues, and supporting of the team

Served as a key associate in the production department including end of line quality inspection, overall production enhancements increasing efficiency, and reporting various issues to more than 4 Quality Engineers Identified and repaired defects in various parts and products including a 3D stereoscopic camera utilized by Volkswagen requiring various trainings to ensure complete accuracy Helped with onboarding of more than 5 teammates during tenure resulting in supporting retention metrics for the company while helping new professionals’ skills up in their proficiencies Received two internal promotions during tenure due to strong ability to increase operational efficiency metrics while having a strong understanding on methods to troubleshoot expensive and delicate production equipment

Developed many install scripts and virtualization images on multiple cloud platforms resulting in the speed up provisioning and enhancing of new servers impacting all of our clients Implemented repro sip proxy resulting in ensuring various configuration files for clients remain with default settings enhancing the technical support experience for various clients Supported various DNS servers supporting network for clients and for the organization resulting in the improvement of service offerings through various proposed initiatives during my tenure Provided customer support to our clients weekly by providing technical support on the phone, emailing customers with troubleshooting help, and on-site repairs for hardware, VPN, and program issues