RESUME SUMMARY
Dedicated IT professional with 5+ years of experience providing IT support and maintenance. Managed 20+ cases daily for on-site and remote users. Familiar with ITSM and ITIL.
CERTIFICATIONS
CompTIA A+ (2014)
Information Technology Infrastructure Library v3 Practitioner (2016)
Microsoft Certified Solutions Expert (2020)
PROFESSIONAL EXPERIENCE
AURORA, San Francisco, CA
Technical Support Specialist October 2018 – Present
- Investigate and respond to support requests via email, phone and remote control software
- Enhance support processes and procedures, resulting in a 94% end-user satisfaction rate
- Research new technologies and provide training to staff across all departments to optimize productivity
- Install, configure and manage laptops, phones, printers and other devices for 80+ employees
DICE, San Francisco, CA
Desktop Support Engineer July 2015 – October 2018
- Performed network, software and hardware troubleshooting to ensure all systems and 40+ workstations were operating optimally
- Created and updated IT support documentation and user guides, leading to a 15 % decrease in tickets
- Configured and managed Windows 10 builds using Microsoft MECM
- Conducted onboarding and offboarding, including administering email and user accounts
EDUCATION
Binghamton University
Bachelor of Arts in Computer Science 2011- 2015
- GPA: 3.8
SKILLS
Proficient in Java, CS++, HTML 5, Zendesk, ServiceNow, MECM, Windows 10, Mac OS