About
IT support specialist with 5+ years of experience across service desk, technical support, and hardware repair.
Resolve 150+ tickets weekly at a 70%+ first-contact rate, with a track record spanning enterprise healthcare IT and high-volume remote support for 500,000+ customers.
Skilled in diagnostics, troubleshooting, and system administration across desktop, network, and server environments.
Experience
Service Desk Specialist I
United Health Services
Jul 2025 – Present
• Resolve 150+ technical support tickets weekly in Ivanti across hardware, software, networking, and mobile devices, closing 70%+ without escalation to Level 2/3
• Diagnose and resolve hardware, software, and network issues using Hyena for Active Directory management, Lansweeper for PC diagnostics and asset tracking, and custom PowerShell scripts to automate common fixes
• Adhere to HIPAA compliance standards across all technical support interactions, safeguarding protected health information (PHI) in a healthcare enterprise environment
IvantiActive DirectoryPowerShell
Customer Support Representative
Shockbyte
May 2020 – Jul 2025
• Delivered technical and billing support to a customer base of 500,000+, sustaining a throughput of 10 tickets/hour
• Maintained and troubleshot game servers to support a 99.99% uptime guarantee
• Progressed to handling Level 2/3 escalated tickets, including refund disputes and complex technical issues beyond frontline scope
• Contributed to internal and external knowledge bases, documenting recurring issues to streamline onboarding and reduce repeat escalations
Technical supportGame serversBilling support
Computer Repair Technician
Freelance/Self Employed
Jan 2016 – Jan 2020
• Diagnosed and repaired hardware/software issues on personal computers, including malware removal, system optimization
• Performed routine maintenance and cleaning to improve system performance and extend hardware lifespan
• Built and upgraded desktop systems based on client needs and budget (RAM, storage, GPU upgrades)
Hardware repairMalware removalSystem optimization
Education
SUNY Broome Community College
A.A.S. · Computer Information Systems
2018 – 2020
Maine Endwell High School
Regents Diploma
2014 – 2018
Broome-Tioga BOCES
PC-LAN Technician II (Certification)
2016 – 2018
Skills
iOSIT infrastructurePythonSharePointHelp DeskMicrosoft Windows ServerTroubleshootingVPNActive DirectoryLinuxAndroidTeam collaborationTechnical supportComputer hardwareNetwork configurationCitrixMicrosoft Office/365WindowsIncident managementmacOS
