Walter Lee
Technical Support Engineer @Packsize
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WORK HISTORY
Technical Support Engineer @Packsize
Louisville, KY, US
Responding to inbound customer support calls, troubleshooting issues, and determining whether problems can be resolved remotely or require on-site service.• Maintaining and updating the solutions database to support troubleshooting and knowledge sharing across the service team.• Providing technical support to Field Service Engineers by diagnosing and resolving mechanical, software, and operating system issues.• Enhancing customer satisfaction by identifying needs, offering effective solutions, and providing training on machinery operation and lean principles.• Accurately documenting service activities, updating CRM systems, and managing machine data and reporting to ensure efficient communication and workflow.
EDUCATION
Western Kentucky University
Bachelor of Science - BS, Computer Information Systems
Western Kentucky University
Computer and Information Systems Security/Information Assurance
SKILLS
ABOUT WALTER LEE
Walter A. Lee II is a highly skilled and proactive technical support professional with extensive experience supporting large-scale organizations. He has successfully led teams in resolving complex technical issues, maintaining a high-resolution rate while consistently exceeding performance targets.With a strong focus on customer satisfaction, Walter ensures timely and accurate issue resolution in compliance with service level agreements (SLAs). He manages critical security measures such as Multi-Factor Authentication for thousands of user accounts and oversees the enrollment of mobile devices.His problem-solving approach is data-driven and preventive, contributing to process improvements, the creation of internal documentation, and enhanced team efficiency. Walter collaborates effectively with cross-functional teams to address challenges and implement best practices, while staying current with emerging technologies to continuously expand his technical expertise.In addition, he demonstrates flexibility and commitment by actively participating in on-call rotations to ensure uninterrupted support. These attributes, combined with his professional experience, make him a valuable asset to any organization.
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