Jordan Mitchell
jordan.mitchell@email.com | (555) 248-9031
Dallas, TX
linkedin.com/in/jordanmitchell
Career Objective
Motivated IT graduate with 2+ years of hands-on experience in hardware setup, software troubleshooting, network basics, and end-user support across Windows and macOS environments. Proven ability to resolve technical issues efficiently while maintaining a calm, solution-focused approach with non-technical users. Seeking an entry-level IT Support role where I can contribute to a high-performing team, expand my technical skill set, and grow into a systems or network administration career track.
Experience
IT Support InternJun 2022 – Aug 2023
TechCorp Solutions
•Resolved 20+ daily IT tickets with a 95% first-contact resolution rate across hardware, software, and connectivity issues•Configured and maintained workstations for new employee onboarding, reducing setup time by 30%•Assisted users with password resets, VPN access, MFA setup, and software installations via remote and in-person support•Documented all technical issues and resolutions in ServiceNow for trend analysis and recurring incident reduction
Help Desk AssistantSep 2021 – May 2022
StartUp Ltd.
•Provided Tier 1 and Tier 2 support to 200+ users across Windows and macOS environments via phone, email, and chat•Set up, imaged, and deployed 50+ new laptops as part of a company-wide hardware refresh project•Escalated unresolved network and Active Directory issues to senior IT engineers with detailed ticket notes•Maintained internal knowledge base articles to reduce repeat ticket volume by 15%
Lab Technician AssistantJan 2021 – Aug 2021
Texas State University IT Department
•Maintained 40+ lab computers across Windows and macOS, applying patches and software updates on a weekly schedule•Assisted 80+ students and faculty weekly with login issues, printing, software access, and peripheral setup•Performed routine hardware inspections and submitted repair requests to vendor partners for defective equipment•Supported IT staff during semester-start device deployment and new lab software rollouts
PC Repair VolunteerJun 2020 – Dec 2020
Dallas Tech Access Program
•Refurbished and reimaged 80+ donated computers for distribution to low-income families across the Dallas metro area•Installed and configured operating systems, drivers, antivirus software, and productivity suites on each unit•Coordinated with team leads to triage, prioritize, and track the repair backlog using a shared ticketing spreadsheet•Trained 5 new volunteers on reimaging procedures and data sanitization best practices
IT Helpdesk VolunteerJan 2020 – May 2020
Dallas Public Library — Digital Services
•Assisted 30+ library patrons per session with computer access, document printing, internet troubleshooting, and account setup•Set up and maintained 20 public-use terminals running Windows 10, applying updates and clearing cache regularly•Created printed and digital quick-reference guides for staff covering the 10 most common patron tech issues•Collaborated with branch librarians to identify recurring technology gaps and propose service improvements
Skills
Help Desk SupportWindows & macOSActive DirectoryTroubleshootingNetwork BasicsTicketing SystemsCustomer CommunicationHardware SetupVPN ConfigurationRemote Desktop (RDP)DHCP & DNSImaging & DeploymentPrinter SetupITIL FundamentalsMFA & SSOPatch ManagementMicrosoft 365 AdminAsset TrackingEscalation ManagementTechnical Documentation