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Sarah Rose Giddings

Ohio | sarah@giddings.me

Summary

Sarah is a passionate and dedicated individual who strives to provide the utmost best service and customer satisfaction by ensuring that work-site issues are resolved in a timely manner and by communicating technical issues in a simple and easy to understand way.

Over the years I've gained a large set of skills and tools that I can pull from allowing me to resolve issues quickly and confidently.
I'm skilled providing support on-site, in-person, remotely and over the phone in a number of technical industries including IT/Computer Networking, Radio Communications and customer support.

My various hobbies have also allowed me to pick up and hone various other skills which have proved to be invaluable within the industry such as Linux, software development, web development, server management among others.

Work Experience

YouTube Aug 2018 - Oct 2023
Self Employed/Content Creation
  • Built and cultivated a thriving YouTube channel and community focused on technical video tutorials, leveraging skills in video/audio/photo editing using Adobe Creative Cloud Suite.
  • Developed engaging and informative scripts for video content, effectively communicating complex technical concepts in a simplistic and accessible manner.
  • Managed and promoted social networks, utilizing marketing strategies to increase channel visibility and engagement.
  • Oversaw the management of Discord/IRC and various other chat servers, providing multi-user chat support sessions with a typing speed of 80+wpm.
  • Demonstrated expertise in planning and executing content that effectively conveyed difficult technical concepts, resulting in high viewer engagement and positive feedback.
  • Maintained consistent and professional communication with community members, fostering a supportive and interactive environment.
  • Ensured accuracy and clarity in all written and verbal communications, avoiding technical jargon and using language that was easily understood by a wide audience.
  • Diligently proofread all content and materials, ensuring they were error-free and presented in a polished and professional manner.
Communications Service Nov 2017 - July 2021
Field Service Technician
  • Installed, maintained, and repaired commercial and public safety radio systems, ensuring uninterrupted communication for clients.
  • Configured and deployed Motorola’s WAVE 5000 System, Radio Management, and Wave on Cloud Systems, optimizing system performance and functionality.
  • Conducted ongoing maintenance and configuration of a two-site Motorola Capacity MAX system, ensuring reliable and efficient operation.
  • Demonstrated expertise in writing and programming various Motorola radios, including XPR, XTS, SLR, SL, and others, customizing them to meet specific client needs.
  • Designed and implemented ad-hoc wireless networks, providing temporary communication solutions for clients in remote or challenging environments.
  • Utilized action-oriented language to describe responsibilities and achievements, such as “configured,” “maintained,” “designed,” and “implemented.”
  • Provided specific details about the systems and technologies worked with, showcasing a deep understanding of the field.
  • Ensured clarity and avoided jargon, making the points easily understandable to readers from various backgrounds.
Digital Dish, Inc Aug 2016 - Nov 2017
Field Technician
  • Demonstrated exceptional time management skills, efficiently completing satellite dish/TV system installations and providing various in-home services to Dish Network customers.
  • Successfully interacted with customers, delivering high-quality sales and customer service experiences, resulting in increased customer satisfaction and retention.
  • Conducted site surveys to assess installation requirements and ensure optimal positioning of satellite dishes, minimizing signal interference and maximizing performance.
  • Collaborated effectively with team members and also worked independently, demonstrating strong teamwork and self-motivation.
  • Maintained clear and concise communication with customers, explaining technical concepts in a manner easily understood by non-technical individuals.
  • Consistently met or exceeded performance targets, ensuring timely completion of installations and service requests.
  • Implemented best practices and followed industry standards to ensure the highest quality of work and customer satisfaction.
  • Diligently documented all work performed, ensuring accurate and comprehensive records for future reference and troubleshooting.
Apple, Inc Oct 2014 - Aug 2016
Apple Care Advisor
  • Managed tickets and time effectively, ensuring prompt resolution of customer issues and maintaining high customer satisfaction ratings.
  • Built strong customer relationships by providing exceptional over-the-phone service and support, troubleshooting and resolving issues related to iOS devices.
  • Diagnosed and troubleshot complex technical problems, utilizing in-depth knowledge of Apple products and software.
  • Consistently met or exceeded performance targets, demonstrating a strong commitment to delivering high-quality service.
  • Maintained clear and concise communication with customers, avoiding technical jargon and explaining solutions in a manner easily understood by non-technical individuals.
  • Actively contributed to team meetings and training sessions, sharing knowledge and best practices to enhance the overall performance of the team.
  • Ensured accurate and timely documentation of customer interactions and issue resolutions, maintaining a comprehensive record of customer support activities.
  • Diligently proofread all written communication, ensuring accuracy and professionalism in all customer interactions.
Giddings Computer Services Aug 2013 - Oct 2014
IT Consultant/Business Owner
  • Owned and operated Giddings Computer Services, providing IT consulting services to a diverse client base including hotels, individuals, and insurance agencies.
  • Managed all aspects of the business, including payment processing using mobile and stationary POS systems, diagnosing and troubleshooting Windows and Mac OS X workstations, and setting up remote monitoring and support software.
  • Built custom routers using Untangle software to operate as Edge devices, ensuring secure and efficient network operations for clients.
  • Conducted thorough pricing analysis for hardware, services, and other offerings, enabling customers to make informed decisions.
  • Developed comprehensive business plans and pricing strategies, aligning them with market demands and customer needs.
  • Managed website services and functionality, ensuring a seamless online presence for the company.
Computer Connection Consulting/Contracted Sep 2011 - Aug 2013
IT Consultant
  • Managed time effectively to ensure timely completion of on-site and remote computer/server technician tasks, maintaining high levels of customer satisfaction.
  • Traveled to various business locations to provide IT consulting services, demonstrating strong customer relations skills and adaptability in different environments.
  • Successfully managed and maintained Windows Server 2003 and 2008 R2, ensuring smooth operations and minimizing downtime for clients.
  • Configured and connected Windows XP-7 systems to domain networks, enabling seamless integration and access to shared resources.
  • Built customized computer systems based on customer specifications, delivering tailored solutions that met their unique requirements.
  • Developed comprehensive plans and executed wireless network installations, optimizing connectivity and enhancing network performance.
  • Installed and managed various backup and recovery software, ensuring data security and minimizing the risk of data loss for clients.
  • Implemented multi-access point wireless systems and conducted outdoor wireless installations, expanding network coverage and improving connectivity.
  • Configured and managed VPN/IPSet for multi-location bridging, enabling secure and efficient communication between different locations.

Education

Ashtabula County JVS (A-Tech) 2007 - 2011
Program Certificates
  • Received certificate for Business technology, Marketing and CNET (Computer Electronics and Networking)
CompTIA (Expired) 2020 - 2023
Network+ Certification
  • Network+ (Network Plus) is a mid-level certification for network technicians. It also tests knowledge of network components and where they function in association with the OSI model, network cabling, network security, and network troubleshooting.
CompTIA (Expired) 2012 - 2015
A+ Certification
  • A+ is the starting point for a career in IT. The performance-based exams certify foundation IT skills across a variety of devices and operating systems.
Offensive Security (In Lifetime) 2011 - Lifetime
Offensive Security Wireless Certified Professional
  • My exam was conducted remotely over several SSH sessions. I was tasked with breaking into multiple access points using various techniques and encryption schemes.
  • To pass I was required to break into each and every one within my scheduled time frame. I succeeded.