Alex Moser

Background

About Alex Moser

With over four years in IT and technical support plus a decade in customer service, I bring strong expertise to technical settings. My Bachelor of Science in Information Technology (Network Management specialization) from Colorado Technical University, reinforced by ITSM, Project Management, and Computer Hardware coursework, provides a solid career foundation. As an End User Support Technician at T-Mobile (Salem, OR) since July 2021, I adeptly manage the full technical support lifecycle. This includes meticulous ticket management through ServiceNow/PIER systems for efficient issue resolution. My role covers comprehensive hardware/software support for Windows, MacOS, Microsoft Office, Cisco, and WebEx. I also handle hardware deployment and inventory management for desktops, laptops, and peripherals. Committed to user satisfaction, I frequently travel across Oregon and Southern Washington, delivering timely and effective multi-channel support (phone, Teams/Slack, email, in-person). My experience includes supporting critical office/store POS and server systems for seamless operations. Prior, as a Care Technical Support Specialist at T-Mobile (March 2017-July 2021), I honed my technical acumen. I delivered exceptional remote support to customers, skillfully identifying and resolving a wide array of technical issues by guiding them through troubleshooting. My proactive follow-up ensured complete issue resolution and customer satisfaction. I also assisted customers with account inquiries and recommended relevant products and services. My T-Mobile journey began as a Care Retention Specialist (Feb 2014-March 2017). This role highlighted my strong communication and problem-solving skills, as I focused on addressing customer concerns to prevent service cancellations and build loyalty. I excelled in providing tailored solutions, resolving issues, and assisting with account management and product suggestions. My extensive skill set includes ITSM, comprehensive support for Windows, Mac, Android, and iOS, and proficiency with PIER/ServiceNow ticketing. I'm experienced in knowledge base article support, Microsoft Office 365, Active Directory, and Jamf Pro. Certifications like HDI-DAST, HDI-KCS, and Dell Support Certified validate this expertise; A+ Certification is in progress. I manage on-site and off-site projects, showcasing versatility and a proactive approach to technical challenges. As a results-oriented IT professional, I am dedicated to delivering high-quality support and contributing to organizational success.