• 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 average 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

• Provided Tier 1 and Tier 2 support to 200+ users across Windows and macOS via phone, email, and remote desktop tools
• Set up, imaged, and deployed 50+ laptops as part of a company-wide hardware refresh initiative
• Escalated unresolved Active Directory and network issues to senior engineers with thorough ticket documentation
• Maintained internal knowledge base articles that reduced repeat ticket volume by 15%

• 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, peripheral setup, and software access
• 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

• Configured and managed 25+ public workstations running Windows 10, ensuring reliable access for patrons and staff
• Troubleshooted network connectivity issues across two branch locations, coordinating with ISP for resolution
• Assisted with migration of shared drives to OneDrive, training 15 staff members on the new system
• Tagged, catalogued, and maintained asset inventory for all technology equipment across three library branches

• 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 average 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

• Provided Tier 1 and Tier 2 support to 200+ users across Windows and macOS via phone, email, and remote desktop tools
• Set up, imaged, and deployed 50+ laptops as part of a company-wide hardware refresh initiative
• Escalated unresolved Active Directory and network issues to senior engineers with thorough ticket documentation
• Maintained internal knowledge base articles that reduced repeat ticket volume by 15%

• 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, peripheral setup, and software access
• 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

• Configured and managed 25+ public workstations running Windows 10, ensuring reliable access for patrons and staff
• Troubleshooted network connectivity issues across two branch locations, coordinating with ISP for resolution
• Assisted with migration of shared drives to OneDrive, training 15 staff members on the new system
• Tagged, catalogued, and maintained asset inventory for all technology equipment across three library branches

Alex Johnson

• 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 average 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

• Provided Tier 1 and Tier 2 support to 200+ users across Windows and macOS via phone, email, and remote desktop tools
• Set up, imaged, and deployed 50+ laptops as part of a company-wide hardware refresh initiative
• Escalated unresolved Active Directory and network issues to senior engineers with thorough ticket documentation
• Maintained internal knowledge base articles that reduced repeat ticket volume by 15%

• 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, peripheral setup, and software access
• 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

• Configured and managed 25+ public workstations running Windows 10, ensuring reliable access for patrons and staff
• Troubleshooted network connectivity issues across two branch locations, coordinating with ISP for resolution
• Assisted with migration of shared drives to OneDrive, training 15 staff members on the new system
• Tagged, catalogued, and maintained asset inventory for all technology equipment across three library branches

Profile

Results-driven IT professional with 3+ years of hands-on experience in technical support, end-user troubleshooting, and systems administration. Adept at diagnosing complex hardware and software issues under pressure while maintaining outstanding customer satisfaction scores. Passionate about leveraging technology to streamline workflows, empower teams, and deliver consistently exceptional support experiences across dynamic, fast-paced environments.

Experience

Education

Skills

Help Desk Support · Windows & macOS · Active Directory · Troubleshooting · Networking · Customer Communication · ServiceNow · Hardware Setup · VPN & Remote Access · Ticket Triage · Imaging & Deployment · ITIL Fundamentals · MFA & SSO · Patch Management · Microsoft 365 Admin · Remote Desktop (RDP) · Asset Tracking · Escalation Management · Technical Documentation · Printer & Peripheral Support

Certifications

CompTIA A+ (In Progress) · Google IT Support Professional Certificate · Microsoft Azure Fundamentals (AZ-900) · ITIL 4 Foundation

Results-driven IT professional with 3+ years of hands-on experience in technical support, end-user troubleshooting, and systems administration. Adept at diagnosing complex hardware and software issues under pressure while maintaining outstanding customer satisfaction scores. Passionate about leveraging technology to streamline workflows, empower teams, and deliver consistently exceptional support experiences across dynamic, fast-paced environments.

Help Desk Support · Windows & macOS · Active Directory · Troubleshooting · Networking · Customer Communication · ServiceNow · Hardware Setup · VPN & Remote Access · Ticket Triage · Imaging & Deployment · ITIL Fundamentals · MFA & SSO · Patch Management · Microsoft 365 Admin · Remote Desktop (RDP) · Asset Tracking · Escalation Management · Technical Documentation · Printer & Peripheral Support

• 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 average 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

• Provided Tier 1 and Tier 2 support to 200+ users across Windows and macOS via phone, email, and remote desktop tools
• Set up, imaged, and deployed 50+ laptops as part of a company-wide hardware refresh initiative
• Escalated unresolved Active Directory and network issues to senior engineers with thorough ticket documentation
• Maintained internal knowledge base articles that reduced repeat ticket volume by 15%

• 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, peripheral setup, and software access
• 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

• Configured and managed 25+ public workstations running Windows 10, ensuring reliable access for patrons and staff
• Troubleshooted network connectivity issues across two branch locations, coordinating with ISP for resolution
• Assisted with migration of shared drives to OneDrive, training 15 staff members on the new system
• Tagged, catalogued, and maintained asset inventory for all technology equipment across three library branches

• 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 average 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

• Provided Tier 1 and Tier 2 support to 200+ users across Windows and macOS via phone, email, and remote desktop tools
• Set up, imaged, and deployed 50+ laptops as part of a company-wide hardware refresh initiative
• Escalated unresolved Active Directory and network issues to senior engineers with thorough ticket documentation
• Maintained internal knowledge base articles that reduced repeat ticket volume by 15%

• 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, peripheral setup, and software access
• 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

• Configured and managed 25+ public workstations running Windows 10, ensuring reliable access for patrons and staff
• Troubleshooted network connectivity issues across two branch locations, coordinating with ISP for resolution
• Assisted with migration of shared drives to OneDrive, training 15 staff members on the new system
• Tagged, catalogued, and maintained asset inventory for all technology equipment across three library branches

• Tutored 30+ undergraduate students in Python, Java, and data structures with measurable grade improvements
• Developed supplementary study guides and coding exercises adopted by two course instructors
• Facilitated weekly group study sessions of 8 to 12 students, reinforcing lecture concepts through hands-on exercises
• Received a 4.9 out of 5 student satisfaction rating across two consecutive semesters

• 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 average 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

• Provided Tier 1 and Tier 2 support to 200+ users across Windows and macOS via phone, email, and remote desktop tools
• Set up, imaged, and deployed 50+ laptops as part of a company-wide hardware refresh initiative
• Escalated unresolved Active Directory and network issues to senior engineers with thorough ticket documentation
• Maintained internal knowledge base articles that reduced repeat ticket volume by 15%

• 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, peripheral setup, and software access
• 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

• Configured and managed 25+ public workstations running Windows 10, ensuring reliable access for patrons and staff
• Troubleshooted network connectivity issues across two branch locations, coordinating with ISP for resolution
• Assisted with migration of shared drives to OneDrive, training 15 staff members on the new system
• Tagged, catalogued, and maintained asset inventory for all technology equipment across three library branches

• 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 average 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

• Provided Tier 1 and Tier 2 support to 200+ users across Windows and macOS via phone, email, and remote desktop tools
• Set up, imaged, and deployed 50+ laptops as part of a company-wide hardware refresh initiative
• Escalated unresolved Active Directory and network issues to senior engineers with thorough ticket documentation
• Maintained internal knowledge base articles that reduced repeat ticket volume by 15%

• 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, peripheral setup, and software access
• 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

• Configured and managed 25+ public workstations running Windows 10, ensuring reliable access for patrons and staff
• Troubleshooted network connectivity issues across two branch locations, coordinating with ISP for resolution
• Assisted with migration of shared drives to OneDrive, training 15 staff members on the new system
• Tagged, catalogued, and maintained asset inventory for all technology equipment across three library branches