Summary
Overview
Work History
Education
Timeline
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Shae Tatlock

DALLAS

Summary

A technical support agent who has consistently demonstrated exceptional problem-solving skills, resolving complex issues efficiently and minimizing downtime for clients, excels in delivering outstanding customer service. Consistently demonstrate effective communication skills and a customer-centric approach

Overview

6
6
years of professional experience

Work History

Application Support Agent

Pan Software
01.2024 - Current
  • Set up and maintain Risk software systems for clients including Universities and government agencies.
  • Escalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.
  • Provided regular training sessions to clients to Risk Managers to help them operate the system.
  • Created clear and concise user guides that improved customer self-service capabilities.

Second Level Technical Support

NCR
11.2021 - 01.2024
  • Install patches throughout system and on individual ATM’s.
  • Troubleshooting of remote desktop issues relating to the change to working from home.
  • Managing projects related to bringing remote ATMs to wireless or local connections from PSTN lines.
  • Writing an implementing simple programs and scrips to streamline tasks.
  • Revised the work-from-home operating procedures to accommodate variations.
  • Creating and updating digital technical guides, processes and procedures
  • Identifying skill gaps to create group and individual training sessions.

Technical Support

Cardtronics
02.2019 - 11.2021
  • Liaised with technicians, clients and third party companies to remotely troubleshoot
    hardware and software issues
  • Provided support to customers with technical issues by applying analytical problem solving techniques through
    identification of the problem, research and subsequent provision of guidance and resolutions.
  • Remotely guided non-technical customers through troubleshooting, dismantling and installing components.

Education

Bachelor of Information Technology - Information Technology

RMIT University
Melbourne, VIC

Certificate IV - Accounting

Kangan Institute
Melbourne, VIC
06-2016

Certificate II in Computer Assembly And Repair - Information Technology

Kangan Institute
Melbourne, VIC
04-2015

Timeline

Application Support Agent

Pan Software
01.2024 - Current

Second Level Technical Support

NCR
11.2021 - 01.2024

Technical Support

Cardtronics
02.2019 - 11.2021

Bachelor of Information Technology - Information Technology

RMIT University

Certificate IV - Accounting

Kangan Institute

Certificate II in Computer Assembly And Repair - Information Technology

Kangan Institute

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Shae Tatlock