Sayer Mowat
Denver
Summary
Detail-oriented Tier 2 Technical Support Specialist with experience supporting enterprise environments within regulated industries. Skilled in troubleshooting hardware, software, and network issues; supporting Windows and Mac operating systems; and resolving escalated incidents across regional offices. Hands-on experience with network topology, PoE-enabled switch installation, VPN connectivity, and AV conference room support. Known for strong customer service, clear communication, and adherence to security and compliance standards.
Overview
4
4
years of professional experience
Work History
Regional Support Technician
Fidelity Investments
Greenwood Village
12.2024 - Current
- Provided Tier 2 technical support for users across multiple regional offices, resolving complex hardware, software, and network issues.
- Diagnosed and remediated issues related to Windows and Mac operating systems, VPN connectivity, enterprise applications, and peripheral devices.
- Served as an escalation point for Tier 1 national support, ensuring timely resolution of advanced technical incidents.
- Delivered remote and on-site support while maintaining compliance with Fidelity’s security and regulatory standards.
- Documented root causes and resolutions in ticketing systems to improve knowledge sharing, and reduce repeat incidents.
- Collaborated with infrastructure and network teams on system upgrades and deployments, including understanding network topology and installing/configuring PoE-enabled network switches.
- Set up, supported, and oversaw meetings in AV-enabled conference rooms, ensuring the proper operation of audio, video, and collaboration technologies.
Technical Support Advisor
Liberty Mutual
Plano
05.2022 - 06.2023
- Provided frontline technical support to employees and/or customers, resolving issues related to hardware, software, and corporate applications.
- Troubleshot login, connectivity, and system performance issues to ensure uninterrupted business operations.
- Delivered clear, customer-focused support while adhering to security, privacy, and compliance standards within the insurance industry.
- Used ticketing systems to document, track, and resolve incidents in accordance with SLA requirements.
- Escalated complex technical issues to higher-level support teams, with detailed documentation and troubleshooting steps.
- Assisted with basic system setup, password resets, and user access management.
Education
Associate of Science - Computer Science
Collin College
McKinney, TX06-2016
Skills
- Tier 2 Technical Support
- Windows Operating Systems
- Mac/iOS Operating Systems
- Hardware & Software Troubleshooting
- Network Topology
- VPN & Connectivity Support
- Network Switch Installation & Configuration
- Power over Ethernet (PoE)
- AV Conference Room Setup & Support
- Remote & On-Site IT Support
- Ticketing Systems
- IT Security & Compliance
- Customer Service & Technical Communication
References
References available upon request.
Timeline
Regional Support Technician
Fidelity Investments
12.2024 - Current
Technical Support Advisor
Liberty Mutual
05.2022 - 06.2023
Associate of Science - Computer Science
Collin College