Merlin Griggs
Technology Support Engineer @ Aquana
- Role
- Technology Support Engineer at Aquana - A Geospace Brand
- Location
- Houston, TX, US
- LinkedIn followers
- 500 followers
About Merlin Griggs
Experienced Helpdesk Analyst with a demonstrated history of working in the construction…
Experience
Technology Support Engineer
Oct 2024 — Present · US
Became a subject matter expert on the Aquana Platform including AquaSense, AquaFlow, AquaFlex, AquaLink, AquaControl Web and Mobile applications, LoRa/Cellular protocols, and device installations.• Independently executed support responsibilities for active customer accounts by monitoring device performance, investigating alerts (constant flow, high flow, low temp, low battery), reporting issues to customers, and maintaining OPS review documentation.• Led the development and improvement of Aquana’s support processes, including ticketing, RMA handling, platform user account management, and rules/alerts configuration.• Created, organized, and maintained user documentation, process guides, and instructional materials, ensuring alignment with Geospace/Aquana documentation standards.• Actively monitored and participated in discussions around open issues, new orders, device malfunctions, deployments, and service activity to provide informed support.• Maintained timely task completion, proactively seeking clarification or assistance when necessary.• Built strong working relationships with Geospace staff across Sales, Marketing, Engineering, Manufacturing, Field Service, and other departments to support Aquana operations.
Education
Wiley College
Bachelor of Business Administration (BBA)
Skills
- Access
- English
- Asset Management
- Html
- Software Installation
- Windows 7
- Microsoft Exchange
- Negotiation
- Microsoft Office
- Technical Support
- Accounting
- Outlook
- Software Documentation
- Customer Service
- Customer Satisfaction
- Training
- Computer Hardware
- Troubleshooting
- Management
- ■ Configuration Manager Console (Sccm)
- Ad Manager
- Windows
- Microsoft Word
- Team Leadership
- Active Directory
- Data Entry
- Policy
- Windows 10
- Service Desk Management
- Leadership
- Virtual Private Network (Vpn)
- Networking
- Powerpoint
- Microsoft Excel
- Teamwork
- Windows Xp
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