Caleb Honaker
Kingsport
Summary
Dynamic Tier 2 Technical Support Specialist with proven expertise at SAIC, excelling in advanced troubleshooting and incident management. Adept at delivering exceptional remote technical support while enhancing user experience through comprehensive Knowledge Base development. Strong communicator and problem solver, committed to maintaining high service quality and operational efficiency.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Tier 2 Technical Support Specialist
SAIC - Science Applications International
09.2024 - Current
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Delivered Tier 2 technical support for SAIC operations worldwide, addressing escalated issues and ensuring consistent service quality.
- Develop and maintain comprehensive Knowledge Base articles to provide clear, detailed instructions and support information for SAIC users across all skill levels.
Tier 1 Technical Support Representative
SAIC - Science Applications International
08.2023 - 09.2024
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Responded to customer inquiries and provided technical assistance over phone.
- Delivered first-level technical support for SAIC employees worldwide, resolving user issues and escalating when necessary.
- Created and maintained user-focused Knowledge Base content to ensure accurate, easy-to-understand guidance for SAIC users of varying technical backgrounds.
Information Technology Help Desk Technician
Tele-Optics
09.2021 - 08.2023
- Supported Eastman globally, providing tier 1 technical support (windows 10 environment) to their 14,000 employees in 100 countries.
- Provided hardware support, such as docking stations not working, peripherals and drivers, among other issues.
- Provided software support, especially applications within the O365 suite, such as Outlook, OneDrive, and Teams. Also familiar with Microsoft's MFA application.
- Management of mobile devices; mostly iOS, but some Android devices as well.
- Used Active Directory to resolve password resets and account lockouts.
Shift Lead
Walgreens
12.2020 - 09.2021
- Responded to and resolved customer questions and concerns.
- Trained new employees and delegated daily tasks and responsibilities.
- Helped store management meet standards of service and quality in daily operations.
Customer Sales Associate
Walgreens
12.2017 - 12.2020
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Provided information on company offerings to promote products and services to customers.
- Adhered to company safety policies regarding floor management and customer interactions.
- Provided optimal customer engagement, resulting in increased sales conversions.
Education
High School Diploma -
Dobyns-Bennett High School
Kingsport, TN05-2014
Skills
- Cross-functional communication
- Software installation
- Advanced troubleshooting
- Remote technical support
- Incident management
- Communication
- Customer Service
- Basic Computer Architecture
- Technical Writing
- Problem Solving
Certification
- Google IT Support Certificate
- HP Commercial and Consumer Desktops, Workstations and Notebooks Service Qualification (Release 6.0/2022)
- Service Now System Administrator (In Progress)
Timeline
Tier 2 Technical Support Specialist
SAIC - Science Applications International
09.2024 - Current
Tier 1 Technical Support Representative
SAIC - Science Applications International
08.2023 - 09.2024
Information Technology Help Desk Technician
Tele-Optics
09.2021 - 08.2023
Shift Lead
Walgreens
12.2020 - 09.2021
Customer Sales Associate
Walgreens
12.2017 - 12.2020
High School Diploma -
Dobyns-Bennett High School
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