TYLER KLASELL Elk River, MN | tylerklasell@gmail.com | 612-381-6057 | www.linkedin.com/in/tyler-klasell-a997ab1bb/ IT SERVICES PROFESSIONAL Dedicated and versatile technology services professional with hands-on and educational experience troubleshooting and resolving technical problems to maintain a company’s network, software, and computer equipment. Hands-on experience in customer service, technical documentation, cross-functional coordination, and project management. QUALIFICATIONS Data Analytics Technical Support Customer Service Microsoft Office 365 Quality Assurance Cross-Functional Collaboration Project Management Technical Troubleshooting Critical Decision Making EDUCATION & CERTIFICATIONS Bachelor of Science in Cyber Defense & Information Assurance | Northern Michigan University | 2021 Coursework: Unix System Administration, Basic Java, Network Operating Systems, Systems Analysis and Design Microsoft Excel Skills for Business Essentials | Coursera | 2021 Technical Support Specialist Minnetonka, MN IT Agent March 2022 – Present • Responsible for supporting multiple point-of-sale software systems primarily used in bars and restaurants. • Performed a variety of tasks related to technical support, inventory management, customer service, and equipment maintenance. • Created professional tickets and wrote effective emails to streamline the support process. • Developed strategies for handling workplace drama and stress. • Implemented process changes to streamline support operations. • Serve on-call duty every 3rd week, providing 24/7 support for hundreds of customers. • Carried work phone and laptop during the on-call period to be available for customer issues ranging from simple questions to full-blown system outages, which could require spending hours on the phone to troubleshoot and resolve. Customer Service Technician Plymouth, MN CS Agent November 2021 – May 2022 • Received, responded to and resolved inbound Client contacts for the DRC products, including non-technical issues. • Managed unresolved cases utilizing appropriate resources within required timelines. • Perform and maintain acceptable performance levels as measured against the following metrics: client hold time, call length, call volume, call quality and overall customer satisfaction. • Achieved several DRC internal certifications throughout my employment. • Coordinated internal resources as necessary to ensure effective resolution. • Documented and communicated to appropriate parties recurring/critical client issues. • Knowledgeable about assigned Client, service offerings, policies/standards, and processes. Security Operations Center (SOC) Marquette, MI Level I Analyst September 2020 – May 2021 • Collaborated with security analysts to develop detailed solutions improving operations and security networks for Northern Michigan University’s first Cyber Security SOC. • Maintained and managed customer service levels by following service agreements and providing documentation of compliance to supervision. • Utilized Novacoast provided SIEM software suite and monitored 3 designated client networks for security incidents and solved any discrepancies. • • Updated and maintained organizational IT equipment by regularly configuring equipment for compatibility. Identified, investigated, and resolved security incident requests and submitted necessary documentation data for reporting. Monitored organizational networks for security breaches and investigated violations. Conducted penetration testing and located vulnerabilities in systems before they could be exploited. • • TK Servicing Marquette, MI Founder & Technical Operations Manager February 2019 – Present • Assist community members in the installation and set-up process for various technical equipment such as routers, Nest thermostats, and computers. • Address client questions and concerns while teaching clients how to use their recently installed technology.
