Summary
Overview
Work History
Education
Skills
Timeline
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AUSTIN MALLETTE

Indianapolis

Summary

Technical support professional with robust background in troubleshooting, system configuration, and customer service. Known for strong analytical skills and effective communication in high-pressure environments. Consistently collaborates with teams to solve complex issues and adapts to dynamic technical requirements. Skilled in system diagnostics, root cause analysis and providing clear, actionable solutions.

Overview

5
5
years of professional experience

Work History

Technical Support Engineer

Caja Robotics
10.2023 - Current
  • Provide Tier 1-3 technical support for robotic warehouse systems, ensuring minimal downtime and rapid resolution of issues.
  • Utilize Zoho Desk and Zoho CRM for customer interaction, issue tracking, and case documentation.
  • Manage and resolve tickets using Jira Atlassan collaborating with RnD and QA teams for issue escalation.
  • Write and execute SQL queries to extract, analyze, and validate data from production systems, supporting root cause analysis and reporting.
  • Perform root cause analysis of reported issues to enact corrections.
  • Monitor system performance and proactively address potential issues to maintain SLA compliance.
  • Collaborate with cross-functional teams to develop solutions for recurring technical problems.

Help Desk Technician II

General Dynamics Information Technology
04.2020 - 09.2023
  • Worked to provide excellent technical support and assistance for multiple DOD services and applications for a Global 24x7 Userbase
  • Maintained, updated, and closed tickets using multiple ticketing systems:
  • Service Now (SNOW), Freshservice/Freshdesk, Atlassian JIRA
  • Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
  • Troubleshot assigned tickets using Standard Operating Procedures (SOP's) and Knowledge Base articles (KBs) for team that I personally assisted in developing
  • Provided administrative support such as user account creations, resetting account passwords, unlocking accounts, DoD CAC/MFA association, troubleshoot issues logging in, and varied levels of application support covering various commercial and Mission applications
  • Supported User Accounts and Rights using a mixed environment Identity and Access Management (IdAM) system
  • Utilized Windows Server 2016/2019 Servers to manage Userbase in an Active Directory Forest with ADUC, ADAC, and some PowerShell
  • Maintained a Federated Userbase between RHSSO, Active Directory, and SOAP connections to Air Force ID, DISA IDSS, and DISA GFUD
  • In addition to Authentication, also maintained and troubleshot Authorization inside applications
  • Worked with project managers and higher tiers to help find solutions for members of the DOD
  • Onboarded users to various programs within the DOD

Education

Bachelor's - Health Education and Promotion

Ball State University
Muncie, IN
01.2019

Skills

  • COMPTIA Sec Certification
  • Technical troubleshooting
  • Customer Service
  • Microsoft Office Proficiency
  • Service Now/Zoho/JIRA
  • Application support
  • Detail Oriented
  • System support and management
  • Analytical problem-solving
  • SQL

Timeline

Technical Support Engineer

Caja Robotics
10.2023 - Current

Help Desk Technician II

General Dynamics Information Technology
04.2020 - 09.2023

Bachelor's - Health Education and Promotion

Ball State University

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AUSTIN MALLETTE