Silas Moon
Support Engineer
Salt Lake City, UT silas.moon@example.com +1 (555) 238-1138
Profile
Support engineer who solves the ticket and leaves a clearer path for the next one. Comfortable collaborating with stakeholders at Quiltline Helpdesk, turning ambiguous requests into prioritized plans, and using Troubleshooting, Logs, SQL, Ticket triage, Knowledge base to ship outcomes that managers can measure. Prefers concise writing, honest estimates, and documentation teammates can reuse.
Experience
Quiltline Helpdesk · Salt Lake City, UT
- Cut median time-to-reproduce 40% by adding a required environment checklist.
- Turned the top 10 tickets into articles that deflected repeat contacts.
Beaconfield Collective · Salt Lake City, UT
- Documented recurring workflows so new hires could contribute in their first two weeks.
- Partnered with adjacent teams to remove blockers before deadlines slipped.
Skills
Troubleshooting · Logs · SQL · Ticket triage · Knowledge base
Education
Wasatch College
Focus on practical projects and measurable outcomes
Projects
Sample template that captures version, steps, and expected vs actual.