Dedicated Technical Support Specialist with over 7 years of experience providing Tier 1 and Tier 2 support across Windows, macOS, and cloud-based environments. Skilled in troubleshooting hardware and software issues, remote desktop support, system configuration, account management, and ticket resolution.
Experienced with helpdesk platforms such as Zendesk and Freshdesk, remote tools like TeamViewer and AnyDesk, and Microsoft 365 administration. Strong background in diagnosing network connectivity issues, printer configurations, device onboarding, and user access management.
Focused on delivering fast, clear, and customer-friendly technical assistance while maintaining high satisfaction ratings and reducing resolution times.
Work Experience
IT Support Analyst
Horizon Business Solutions Inc.
March 2019
-
January 2024
Provided Tier 2 technical support for over 600 end-users in a hybrid office environment. Resolved hardware, software, and account-related issues while maintaining a 95%+ first-response satisfaction rate. Managed Microsoft 365 accounts, configured user devices, supported VPN connectivity, and maintained endpoint security policies. Assisted in onboarding and training employees on internal systems and security best practices.
Helpdesk Technician
WestLake Managed IT Services
July 2016
-
February 2019
Delivered Tier 1 remote and onsite technical support for small and mid-sized business clients. Troubleshot Windows and macOS systems, configured printers and routers, and resolved email and software-related issues. Maintained ticketing documentation, escalated complex cases to senior engineers, and contributed to internal knowledge base development to improve resolution efficiency.
Education
Bachelor of Science in Information Technology
Bachelor's Degree
September 2012
-
June 2016
Coursework included systems administration, IT support fundamentals, networking basics, database management, operating systems, and IT service management principles. Completed a capstone project focused on helpdesk workflow optimization and IT support automation strategies.
Base on 0 reviews