Travis Golden
About Travis Golden
Travis Golden is a Senior Service Desk Analyst at the University of Colorado, where he has worked since 2021. He has extensive experience in IT support roles, including previous positions at Thompson Technologies and Deka Technologies, and holds an Associate's degree in Computer Networking from West Georgia Technical College.
Current Role at University of Colorado
Travis Golden currently serves as a Senior Service Desk Analyst at the University of Colorado, a position he has held since 2021. In this role, he manages various IT support functions, including handling emergency alerts through the RAVE system to notify staff during system downtimes. He leads discussions on Service Level Agreement (SLA) metrics for ticket and phone performance, ensuring compliance and stakeholder satisfaction. His responsibilities also include managing assets in SnipeIT and overseeing the system-wide Zoom account and Cisco VoIP system.
Previous Experience at Thompson Technologies
Travis Golden worked at Thompson Technologies in multiple roles from 2014 to 2020. He initially served as a Deployment Technician from 2014 to 2016, followed by a position as Remote IT Staff Support Consultant from 2016 to 2019. He then transitioned to a Desktop Support Team Captain/Desktop Support Analyst II role for a brief period in 2019. His experience at Thompson Technologies provided him with a solid foundation in desktop support and IT service management.
Educational Background
Travis Golden pursued his education in the field of computer science and networking. He studied at Southern Polytechnic State University from 2006 to 2008, focusing on Computer Science. He later attended West Georgia Technical College from 2012 to 2014, where he earned an Associate's degree in Computer Networking Specialist. This educational background has equipped him with the technical skills necessary for his career in IT support.
Internship Experience at Deka Technologies
In 2013, Travis Golden completed an internship at Deka Technologies as a Remote Desktop Support Intern. This internship lasted for eight months and provided him with practical experience in remote IT support, contributing to his professional development in the field.
Customer Service and Feedback Management
Travis Golden is responsible for responding to Poor Customer Feedback emails, working directly with customers to identify areas for improvement and prevent future issues. He also audits and updates the internal Wiki, creating new articles and deprecating outdated content, which enhances the knowledge base for the support team.