Summary

Experience

Service Desk Analyst|TechSolutions Inc.

Dallas, TXJun 2022Present

• Resolved an average of 40+ technical incidents daily, maintaining a 95% first-call resolution rate for software and hardware issues.
• Improved ticket closure efficiency by 15% through meticulous documentation and knowledge base contributions, reducing average resolution time by 30 minutes.
• Provided support for over 500 internal users across Windows, macOS, and Linux platforms, achieving an average customer satisfaction score of 4.7/5.
• Managed Active Directory user accounts, permissions, and group policies for onboarding 20+ new employees monthly.

IT Support Technician|ConnectIT Solutions

Plano, TXJun 2021May 2022

• Supported 250+ clients with hardware diagnostics, software installations, and peripheral device configurations, reducing client downtime by 20%.
• Logged and tracked 100% of support requests using a ticketing system, ensuring accurate incident reporting and timely follow-ups.
• Collaborated with senior IT staff to escalate complex issues, contributing to a 10% reduction in recurring network problems.
• Assisted in deploying new endpoint security solutions across 150 workstations, enhancing overall system protection.

Projects

Basic IT Knowledge Base Portal

Mar 2021May 2021

• Developed a simple web-based knowledge base using HTML, CSS, and JavaScript to document common IT issues and solutions.
• Categorized over 50 troubleshooting guides, aiming to reduce repeat inquiries and empower users for self-service.

Home Network Monitoring Script

Nov 2020Jan 2021

• Created a Python script to monitor home network device uptime and internet connectivity, sending alerts via email.
• Utilized ping and basic network libraries to track performance and identify potential outages proactively.

Education

Dallas College|Associate of Applied Science in Information Technology

Dallas, TXSep 2019May 2021

• Graduated with a 3.8 GPA, demonstrating strong foundational knowledge in network administration and cybersecurity.
• Completed a capstone project on secure network configurations, earning top marks for practical application and presentation.

Skills

Technical Support

Incident ManagementProblem SolvingRemote SupportHelp Desk OperationsSystem DiagnosticsTicketing Systems (Jira, ServiceNow)

Operating Systems & Software

Windows 10/11macOSLinux (basic)Microsoft 365 SuiteG SuiteVPN ClientsAnti-Virus Software

Networking & Hardware

TCP/IPDNSDHCPWi-Fi ConnectivityHardware TroubleshootingPrinter Support

Directory Services & Tools

Active DirectoryAzure ADGroup PolicySCCM (basic)Endpoint ManagementPowerShell (basic)

Soft Skills

Customer ServiceCommunicationDocumentationTeam CollaborationTime ManagementAdaptability