YOUR NAME
000-000-0000 |@gmail.com
HELP DESK TECHNICIAN
Technical Support | Customer Support | Software Troubleshooting
Results-oriented and adaptable IT operations professional with experience in customer service, technical support, PC
maintenance, and system administration. Possess adeptness in implementing technology-based solutions for business
problems, along with standards, procedures, and processes that improve business functionality. Areas of expertise include:
 Help Desk Ticketing Systems
 Problem Diagnosis
 Technical Troubleshooting
 Phone & Online Support
 Office 365 Support
 Customer Service
 Complaint Handling
TECHNOLOGY PROFICIENCIES
Ticketing:
Software:
Browsers:
Networking:
Platforms:
ZenDesk, Jira Service Desk, ServiceNow
Active Directory, Office 365, Outlook, Zoom
Google Chrome, Microsoft Edge, Mozilla Firefox
LAN, Mesh Wi-Fi Network Systems, DHCP, VPN, DNS
Windows 10 Enterprise, macOS, Android, iOS, Chrome OS
S Y ST E M A D MI N I ST R A T I O N E XP E R I E N C E
WINDOWS SERVER 2016 | Hands-On Virtual Labs
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Installed and setup VirtualBox, Windows Server 2016, linked clones, and RDP.
Added Windows 10 client machines to Windows Server 2016 domain.
Created and modified Active Directory template user accounts to hold various properties.
Configured Window Server 2016 domain settings, server name, TCP/IP settings, and remote desktop.
Created and linked Group Policy Objects (GPO) in Active Directory.
WORK EXPERIENCE
Axion Contact, Remote
I.T Team Lead
Key Contributions:
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2/2022 – 1/2024
Trained team members on new technologies, processes, and best practices in industry.
Collaborated with cross-functional teams to address technical issues and implement solutions.
Maintained documentation of IT processes, procedures, and knowledge base articles for user reference.
Optima Research Group, Remote
Technical Support Specialist
Key Contributions:
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12/2019 – 1/2022
Accommodated wide-ranging customer experience levels by adjusting technical support strategies
Diagnosed and resolved technical hardware and software issues
Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting
procedures.
EDUCATION & CREDENTIALS
CompTIA A+
Associate’s Degree
Northwestern Connecticut Community College, Winsted, CT
High School Diploma
Fairchild Wheeler Interdistrict Multi-Magnet Campus, Bridgeport, CT