Ian Hinkle

Work Experience

Technical Support Analyst II
Apr. 2022 – Present

Improved internal operating procedures and documentation standards.
Configured many complex test environments comprised of disparate system 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 100 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
Oct. 2020 – Apr. 2022

Conducted comprehensive troubleshooting, including interpretation, analysis, and research to resolve issues effectively.
Communicated complex solutions and provided hands-on assistance to end-users during implementation, ensuring problem resolution.
Demonstrated proficiency in MadCap AMS software suite and related integrations, including Salesforce, Zendesk, and ServiceNow.

Quality Assurance & Training Specialist
Jul. 2016 – Oct. 2020

Led education and technical training for employees and wholesale clients, fostering skill development and expertise.
Developed and delivered coursework as an Authorized Specialty Coffee Association Trainer, covering multiple certification levels using tools like PowerPoint and Word.
Implemented and enforced quality control protocols and systems company-wide, driving continuous improvement and maintaining high standards of excellence.

Skills: Git, HTML, CSS, SSO, SSH, Mac OS, Windows, Android OS, Linux, Command Line, Customer Experience, IIS Servers, Demo To Win

Technical Platforms: GrapheneOS, Secureblue, (Hardened) Windows

Interests: Coffee Roasting, Bouldering, Music/Audio Equipment, Gaming, Mobile Device Security

References and contact information available upon request.