Dedicated Technical Support professional with 3+ years of experience resolving complex technical issues while maintaining exceptional customer satisfaction
Proven ability to translate technical concepts into user-friendly language, achieving 95% first-call resolution rate across diverse environments
Strong foundation in Windows/Mac systems, networking protocols, and ticketing systems with continuous learning in emerging technologies
Work Experience
DataFlow Solutions
Technical Support Specialist
March 2022 - Present
Resolved average of 50+ technical tickets daily with 95% first-call resolution rate, supporting 300+ end users across Windows, Mac, and Linux environments
Reduced average response time from 3 hours to 45 minutes by implementing systematic troubleshooting protocols and creating quick-reference guides
Troubleshot hardware, software, and network connectivity issues including Active Directory, VPN configurations, and printer management
Created comprehensive knowledge base with 25+ solution articles, reducing repeat tickets by 40% and improving team efficiency
Provided remote support using TeamViewer and LogMeIn, maintaining 99.2% uptime during critical business operations
Collaborated with network administrators to resolve complex infrastructure issues affecting multiple departments
University of Texas IT Department
IT Support Intern
June 2021 - February 2022
Provided technical assistance to 150+ faculty and students in computer labs and campus-wide support
Diagnosed and resolved software installation issues, network connectivity problems, and hardware malfunctions
Developed automated PowerShell scripts for common Windows maintenance tasks, saving 10+ hours weekly
Maintained detailed ticket documentation in ServiceNow, achieving 98% accuracy in problem categorization
Assisted with campus-wide software deployments and system updates during maintenance windows
TechWorld Electronics
Customer Service Representative
September 2020 - May 2021
Provided technical guidance to 60+ customers daily on hardware/software compatibility and troubleshooting
Achieved 90% in-store technical issue resolution rate through systematic problem diagnosis and solution implementation
Created simplified setup guides for common devices, reducing product return rates by 25%
Trained 5 new team members on technical product knowledge and customer troubleshooting techniques
Professional Skills
Technical Communication
Ability to explain complex technical issues in user-friendly terms to non-technical audiences
Active Listening
Identifying root causes through targeted questioning and systematic problem diagnosis
Stress Management
Maintaining professionalism and composure during system-critical incidents and high-pressure situations
Documentation
Creating clear, reproducible solution guides and maintaining accurate ticket records
Multilingual Support
Fluent in English and Spanish, providing technical assistance to diverse user base
Technical Skills
Operating Systems:
Windows 10/11, Windows Server 2019/2022, macOS Monterey/Ventura, Linux (Ubuntu, CentOS)
Ticketing & Remote Support Systems:
ServiceNow, Zendesk, JIRA Service Desk, TeamViewer, LogMeIn, RemotePC
Networking & Infrastructure:
TCP/IP, DNS, DHCP, VPN configuration, Active Directory basics, Group Policy management
Hardware & Software:
Desktop/laptop troubleshooting, printer configuration, mobile device management (MDM), Microsoft Office 365, Google Workspace
Scripting & Automation:
PowerShell, Batch scripting, Basic Python for automation tasks
Education
University of Texas
Bachelor of Science in Information Technology
May 2021
GPA: 3.7/4.0 Relevant Coursework: Network Administration, Database Management, Systems Analysis, Technical Documentation, Cybersecurity Fundamentals Academic Project: Developed comprehensive troubleshooting flowchart system that reduced ticket resolution time by 35% in university help desk simulation environment
Certifications
CompTIA A+ (Core 1 & Core 2)
CompTIA
Valid through 2027
ITIL Foundation v4
ITIL
Certified 2023
Google IT Support Professional Certificate
Google
Completed 2022
Microsoft 365 Certified: Modern Desktop Administrator Associate
Microsoft
In Progress
Personal Projects
Home Network Laboratory
Configured home network laboratory with segregated VLANs for IoT devices, guest access, and security testing
Virtualized Lab Environment
Maintain virtualized lab environment using VMware for testing OS deployments and troubleshooting scenarios