Professional Summary
Customer-focused IT Support Technician with 6+ years of hands-on experience delivering Tier 1/2 desktop and field support across Windows, macOS, iOS, and Android environments. Proven record of resolving 90% of service tickets on first contact, imaging and deploying 50+ endpoints, and managing ticket queues in tools such as ConnectWise and RepairShopr. Adept at on-site troubleshooting, hardware diagnostics, and user training-seeking to leverage these skills in an onsite Desktop Support role with TeamLogic IT or AmTrust Financial Services.
Core Technical Skills
- Operating Systems: Windows 10/11, macOS, iOS, Android
- Ticketing / Remote Tools: ConnectWise, RDP, TeamViewer, AnyDesk
- Hardware & Peripherals: PC/Laptop builds, RAM/HDD/SSD swaps, Printers, VoIP, POS devices
- Windows 10/11, macOS, ConnectWise, RDP, PC/Laptop builds, iOS, Android TeamViewer, AnyDesk RAM/HDD/SSD swaps, Printers, VoIP, POS devices
- Networking: TCP/IP basics, DHCP/DNS, Wi-Fi configuration, VPN (Cisco AnyConnect, OpenVPN)
- TCP/IP basics, Endpoint Management: Imaging & deployment, Windows Autopilot, JAMF (fundamentals)
- Productivity Suites: Microsoft 365, Google Workspace, Outlook, Teams, Zoom
Certifications
- CompTIA A+ 1101/1102 (Expected July 2025)
Professional Experience
MSP (2019-Present)
IT Support Technician
- Provide on-site and remote Tier 1/2 support for 120+ SMB and residential clients, resolving hardware, software, and networking issues with a 4.8/5.0 CSAT score.
- Manage ticket queue (ManageEngine) averaging 25 incidents per day; consistently maintain 4-hour SLA response.
- Image, configure, and deploy Windows 10/11 and macOS devices-50+ endpoints in2024 alone.
- Conduct root-cause analysis on recurring problems, reducing repeat tickets by 18% within six months.
- Train and supervise 3 junior technicians; created standard operating procedures that cut onboarding time by 30%.
- Coordinate daily dispatch schedules and maintain parts inventory, ensuring on-time service delivery.
GameStop Corporation (2012-2019)
Assistant Store Leader & Technology Advisor
- Led store operations and provided front-line technical support for POS systems, networking equipment, and handheld devices.
- Implemented local troubleshooting guides that improved first-pass issue resolution by 15%.
- Coached 10+ associates on safe hardware handling and customer engagement, resulting in top-quartile mystery-shop scores.
- Oversaw inventory audits and executed firmware updates during corporate rollouts with 0% variance.
Education
- Bachelor of Business Management coursework
