Summary
Highly motivated IT Support Specialist with 2 years of experience providing comprehensive technical assistance and problem resolution in fast-paced technology environments. Proven ability to troubleshoot complex hardware/software issues, manage network configurations, and optimize system performance. Dedicated to enhancing user productivity and satisfaction through efficient support and proactive IT solutions.
Experience
IT Support SpecialistCloudNet Solutions
- Provided Tier 1 and Tier 2 technical support to over 150 employees, resolving 90%+ of hardware and software issues on first contact.
- Reduced average ticket resolution time by 15% through efficient diagnostic practices and improved documentation of common issues.
Help Desk TechnicianApex Innovations
- Handled an average of 30+ support tickets daily using Zendesk, achieving a customer satisfaction score of 95%.
- Assisted users with printer setup, network connectivity, and application support, reducing downtime by an estimated 20% for critical business operations.
Projects
Home Network & Server Lab Setup
- Designed and implemented a robust home network, including a pfSense firewall, VLANs, and a NAS, to learn advanced networking concepts.
- Configured a Proxmox VE server hosting multiple virtual machines for Active Directory simulation, web server, and file sharing.
Automated User Onboarding Script
- Developed a PowerShell script to automate the creation of new user accounts in Active Directory and Office 365, reducing manual setup time by 40%.
- Integrated the script with a CSV input file for bulk user creation, enhancing efficiency for HR and IT departments.
Education
City College of San FranciscoAssociate of Science in Information Technology
- Maintained a GPA of 3.8/4.0, excelling in courses such as Network Fundamentals and Systems Administration.
- Participated in the college's Tech Club, assisting peers with hardware upgrades and software installations.
Skills
Operating Systems
Windows 10/11macOSLinux (Ubuntu, CentOS)iOSAndroid
Networking
TCP/IPDNSDHCPVPNWi-FiEthernetBasic Router/Switch Configuration
Software & Applications
Microsoft Office 365Google WorkspaceActive DirectorySlackZoomAdobe Creative Suite
Ticketing & Remote Support
ZendeskJira Service ManagementTeamViewerAnyDeskRDP
Hardware & Troubleshooting
PC/Mac HardwarePrintersMobile DevicesPeripheralsSystem Diagnostics