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Alex Johnson

alex.johnson@email.com(555) 012-3456Austin, TXlinkedin.com/in/alexjohnson

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

Education

B.Sc. Computer Science

University of Texas at Austin

2023

GPA: 3.7

A.A.S. Network Administration

Austin Community College

2021

GPA: 3.9

Google IT Support Professional Certificate

Coursera / Online

2020

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

IT Support SpecialistJun 2022 – Aug 2023

TechCorp Inc.

•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
Help Desk InternSep 2021 – May 2022

StartUp Ltd.

•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%
Lab Technician AssistantJan 2020 – Aug 2021

UT Austin 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, 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
IT InternMay 2019 – Dec 2019

Austin Public Library

•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
Computer Science TutorAug 2018 – Apr 2019

UT Austin Learning Center

•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

Alex Johnson

alex.johnson@email.com · (555) 012-3456 · Austin, TX

linkedin.com/in/alexjohnson

About

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.

Work
IT Support SpecialistJun 2022 – Aug 2023

TechCorp Inc.

•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
Help Desk InternSep 2021 – May 2022

StartUp Ltd.

•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%
Lab Technician AssistantJan 2020 – Aug 2021

UT Austin 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, 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
IT InternMay 2019 – Dec 2019

Austin Public Library

•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
Computer Science TutorAug 2018 – Apr 2019

UT Austin Learning Center

•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
Study
B.Sc. Computer Science

University of Texas at Austin · GPA 3.7

2023
A.A.S. Network Administration

Austin Community College · GPA 3.9

2021
Google IT Support Professional Certificate

Coursera / Online

2020
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

ATS-Optimized
Use template

Alex Johnson

IT Support Specialist
alex.johnson@email.com · (555) 012-3456 · Austin, TX · linkedin.com/in/alexjohnson

Executive Summary

Results-driven IT professional with 3+ years of hands-on experience in technical support and end-user troubleshooting. Adept at diagnosing hardware and software issues under pressure while maintaining outstanding customer satisfaction. Passionate about leveraging technology to streamline workflows and deliver exceptional support experiences.

Professional Experience

TechCorp Inc.Jun 2022 – Aug 2023
IT Support Specialist
  • 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
StartUp Ltd.Sep 2021 – May 2022
Help Desk Intern
  • 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%
UT Austin IT DepartmentJan 2020 – Aug 2021
Lab Technician Assistant
  • 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
Austin Public LibraryMay 2019 – Dec 2019
IT Intern
  • 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

Education

B.Sc. Computer Science — University of Texas at Austin (GPA: 3.7)2023
A.A.S. Network Administration — Austin Community College (GPA: 3.9)2021
Google IT Support Professional Certificate — Coursera / Online2020

Core 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

Certifications

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

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