Carson Crooks
Senior Technical Support Engineer at Amperity- Claim this Profile
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English -
Topline Score
Bio
Credentials
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Okta Certified Professional
OktaSep, 2022- Sep, 2024
Experience
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Amperity
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United States
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Software Development
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200 - 300 Employee
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Senior Technical Support Engineer
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Aug 2023 - Present
As a Senior Technical Support Engineer I:- Serve as a level of technical escalation for complex issues encountered by our implementation engineers, customer operators, and end users, combining engineering skill with a contextual understanding of customer use cases to solve intricate technical problems.- Provide high-quality feedback to our product and engineering teams, synthesizing your direct experience with data-driven feedback from other members of our technical support and client services teams.- Enable and educate the other members of our technical support and client services team by synthesizing what you learn into technical documentation, runbooks, and training- Support the operations of our high-scale customers to troubleshoot and optimize our machine-learning and database generation pipelines to ensure that we can reliably deliver high-value data on time, every time.- Work collaboratively with other members of our technical support and implementation teams, helping them to develop and improve their own skills in the process.- Proactively measure, troubleshoot, and optimize our machine learning and database generation pipelines to make them more efficient and reliable.- Consult with the leadership of our implementation teams on how best to architect, develop, and test their data pipelines in standardized ways that will make them more reliable and easier to maintain.- Pair closely with our Engineering team to gain a deep understanding of our platform that you can then leverage to solve complex technical problems.- Use data and experience to advise our Product team on features that will make our platform more performant, reliable, and easy to use. Show less
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Senior Information Technology Administrator
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Mar 2022 - Jul 2023
As a Senior Information Technology Administrator, - Act as Subject Matter Expert to design, engineer, and maintain IAM services using Okta.- Collaborate with internal teams such as Engineering, Client Services, Sales, Marketing, and others to design, document a framework, and streamline/automate access to their applications.- Communicate with stakeholders and business owners regarding any changes that may come their way during any Okta-related work.- Ensure the continuous availability of supported services and resolve complex issues and system design weaknesses. - Automate tasks and processes using tools like Okta Workflows and Zapier.- Balance the tradeoffs in technical approaches to prioritize both scalability and customer stability. - Provide context to technical conversations that drive clear goals and prioritizations.- Develop processes and procedures designed to improve the effectiveness of internal systems and security compliance efforts.- Manage projects from design, planning, and implementation on through to support.- Work with the other members of the IT team to provide support and enforce IT policies.- Coordinate with IT Compliance, Security, and Risk requirements on cross-organizational compliance efforts.- Support end-user software such as Microsoft Office 365, Slack, G-Suite, Zoom, Jira/Confluence, and Okta and a wide variety of SaaS applications.- Configuration and management of asset inventory, support issue tracking, management and deployment, and imaging tools with the use of MDM software. Show less
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Information Technology Administrator
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Feb 2020 - Mar 2022
As an Information Technology Administrator, I am responsible for the following:- Respond to, record, track, and close tickets through service desk software.- Assist with evolving internal documentation.- Troubleshoot computer hardware, software, or network issues that are affecting single users.- Develop processes and procedures designed to improve the effectiveness of internal systems and security compliance efforts.- Manage projects from design, planning, and implementation on through to support.- Work with the other members of the IT team to provide support and enforce IT policies.- Coordinate with IT Compliance, Security, and Risk requirements on cross organizational compliance efforts.- Support end-user software such as Microsoft Office 365, Slack, G-Suite, Zoom, Jira/Confluence, and Okta and a wide variety of SaaS applications.- Configuration and management of asset inventory, support issue tracking, management and deployment, and imaging tools with the use of MDM software. Show less
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Office & Technical Support Specialist
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Feb 2020 - Jul 2021
As an Office & Technical Support Specialist at Amperity, I am a key part of ensuring that Amperity employees have the support needed in the day-to-day use of technology around the office. I answer questions and resolve office and technical issues through the Zendesk IT ticketing system. I provide assistance concerning the use of computer hardware and software, including printing, installation, office products, and electronic messaging. In addition to this, I manage accounts and Saas tools for users such as Google suite tools, Zoom, MDM software, Saas tracking software, and Microsoft 365. Show less
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Wizards of the Coast
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United States
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Entertainment
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700 & Above Employee
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Computer Support Technician
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Oct 2019 - Dec 2019
Maintains, analyzes, troubleshoots, repairs desktop and laptop computer systems and related hardware peripherals. Documenting, maintaining, upgrading or replacing hardware and software systems. Utilize commonly used concepts, practices, and procedures within the Mac and Windows technology support fields (Servicenow). Support multi-departmental initiatives. Play a strong roll as a resource for both Mac and Windows end-user clients. Maintains, analyzes, troubleshoots, repairs desktop and laptop computer systems and related hardware peripherals. Documenting, maintaining, upgrading or replacing hardware and software systems. Utilize commonly used concepts, practices, and procedures within the Mac and Windows technology support fields (Servicenow). Support multi-departmental initiatives. Play a strong roll as a resource for both Mac and Windows end-user clients.
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Ply Gem
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United States
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Wholesale Building Materials
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700 & Above Employee
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Programmer Analyst
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Jun 2016 - Jun 2019
Program and Debug in a Visual Studio environment using C#. Maintain, edit, and calculate window formulas for system application. Document company processes using Visio, Excel, and Jira. Testing and designing test cases for our software including organizing and presenting data. Designing and formulating Algorithms to optimize manufacturing processes. Managing, organizing, and documenting projects using Jira and confluence to ensure efficiency Program and Debug in a Visual Studio environment using C#. Maintain, edit, and calculate window formulas for system application. Document company processes using Visio, Excel, and Jira. Testing and designing test cases for our software including organizing and presenting data. Designing and formulating Algorithms to optimize manufacturing processes. Managing, organizing, and documenting projects using Jira and confluence to ensure efficiency
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Amazon
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Bangladesh
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Advertising Services
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1 - 100 Employee
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Fulfillment Specialist
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Apr 2016 - Jun 2016
Utilized Kindle software to monitor and troubleshoot Amazon Robotics floor. Provide support for fulfillment associates by managing Robots and responding to machine conveyance problems. Utilized Kindle software to monitor and troubleshoot Amazon Robotics floor. Provide support for fulfillment associates by managing Robots and responding to machine conveyance problems.
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King County, WA
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United States
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Government Administration
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700 & Above Employee
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Signs and Marking Specialist
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Apr 2015 - Oct 2015
Physical labor: including applying thermoplastic to roads, shoveling and digging post holes. Driving of large trucks. Working as part of a team in traffic to accomplish road work. Physical labor: including applying thermoplastic to roads, shoveling and digging post holes. Driving of large trucks. Working as part of a team in traffic to accomplish road work.
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Nordstrom
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United States
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Retail
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700 & Above Employee
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Sales Associate
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Jan 2011 - Dec 2013
Sold Company product line, provided excellent customer service, and worked the cash register. Sold Company product line, provided excellent customer service, and worked the cash register.
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Education
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2009 - 2015
Western Washington University
Bachelor's degree, Multi/Interdisciplinary Studies Computer Science and Math
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