Ian Hinkle
PROFILE
Ian Hinkle
SUPPORT SPECIALIST
A security-minded, detail oriented Support Analyst who excels in resolving complex, revenue-prohibitive challenges for a wide variety of stakeholders.
My current position has provided me with an incredible, hands-on learning experience while bolstering not only my soft skills, but technical skills alike preparing me well for the inevitable transition from post-sales to pre-sales.
I am actively seeking a career within the broader sales engineering ecosystem and feel that my exquisite customer service skills, passion for all things security and insatiable appetite for learning make me an ideal candidate.
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Phone: +1 858-252-3156
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Email: [email protected]
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Address: Austin, TX
Hobbies & Interests
RESUME
Employment
Technical Support Analyst II
- Improved internal operating procedures and documentation standards.
- Configured many complex test environments comprised of disparate systems to replicate (and ultimately resolve) production-critical issues.
- Continuous building and presenting of product demonstrations to highlight resolution of issues.
- Strategically delegated tickets according to complexity and team member expertise, addressing customer escalations and high-priority issues with urgency and precision.
- Implemented and maintained Git project integrations, Elasticsearch on IIS Servers, and Single Sign-On provisioning, ensuring seamless operations and enhanced user experience.
- Collaborated with QA, DEV, and Customer Success departments to resolve issues and provide guidance, fostering teamwork and communication.
- Identified and submitted over 90 distinct software defect reports, including high-priority and critical cases, contributing to product quality improvement.
- Trained new team members in MadCap products and troubleshooting processes, fostering a knowledgeable and proficient workforce.
- Managed SSH configurations and operations, including establishing Shell connections, setting up OpenSSH servers, generating cryptographic keys with ssh-keygen, and utilizing PuTTYgen for key creation.
Technical Support Analyst I
- Conducted comprehensive troubleshooting, effectively resolving complex technical issues and improving customer support quality.
- Facilitated detailed technical assistance during solution implementation, ensuring successful problem resolution and user satisfaction.
- Mastered the MadCap AMS software suite and its integrations with Salesforce, Zendesk, and ServiceNow, enhancing support efficiency and effectiveness.
Quality Assurance & Training Specialist
- Directed education and technical training programs for employees and clients, significantly elevating their competencies and performance.
- Created and executed comprehensive training curricula as an Authorized Specialty Coffee Association Trainer, advancing professional development.
- Implemented rigorous quality control protocols across the organization, ensuring sustained excellence in product and service delivery.
SERVICES
Website Design
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Logo Design
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Brand Building
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SEO
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Digital Marketing
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Video Marketing
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