Kyle Shotwell
Senior IT Support Analyst · Gloster Furniture
South Boston, VA
In My Own Words
Proficiently skilled to work with customers and clients to help find what they need for their end goals!
Work Experience
Senior IT Support Analyst
Gloster Furniture2024 – Present
Providing support for all of Gloster’s internal technical IT and network related issues for all locations spanning central, west and east coast.
Site Service Technician
TEKsystems2022 – 2024
- Testing and troubleshooting new generation software and hardware for new generation utilities and computes within virtual environments - Communicating with first contacts on impacted areas and assisting with resolving issues - Assisting senior engineers to troubleshoot critical issues for high end customers in real-time
Advanced Technical Support
Storable2020 – 2022
- Provided real-time advanced support for end users via email and phones while utilizing remote access when required - Configured SQL server for SiteLink desktop applications - Work directly with developers and SMEs to troubleshoot and escalate issues - Onboarding new customers for SiteLink desktop applications
Senior Product Support Specialist
Citrix2016 – 2020
- Promptly responding to technical issues and inquiries from customers via phone, email and remote access pertaining to ShareFile, RightSignature, ShareConnect and Podio products - Conducted customer onboarding and training sessions and continued to keep track of users progress and assisting throughout their deployment process - Assisting customers with account adjustments to help resolve technical issues and program defects at customers request - Proficient cross-functional communication between regional and global teams, including peers, engineers and customers
Onboarding Specialist
MetLife2015 – 2016
- Worked directly within the MetLife University program to onboard new college graduates into senior roles within the company - Recreating customer onboarding material and modules using old documentation - Lead meetings and training sessions with SMEs, VPs and executives on BrightSpace technology and how to utilize it for customer onboarding
Education
Bachelor of Arts (BA)
Living Arts College2011 – 2014
Skills: After Effects · Training · Pre-production · Video Editing · Microsoft Word · Microsoft Office · Illustrator · Premier · Microsoft PowerPoint · Screenwriting · Camera Operating · Post Production · Windows · Motion Graphics · Sony Vegas · Microsoft Outlook · Directing · Cinematography · Final Cut Studio · Post-Production · Adobe Fireworks · Microsoft Excel · Photoshop
Halifax County High School
2008 – 2010
Skills: After Effects · Pre-production · Video Editing · Microsoft Word · Microsoft Office · Illustrator · Premier · Microsoft PowerPoint · Screenwriting · Camera Operating · Post Production · Windows · Motion Graphics · Sony Vegas · Microsoft Outlook · Directing · Cinematography · Final Cut Studio · Post-Production · Adobe Fireworks · Microsoft Excel · Photoshop