TECH SUPPORT SPECIALIST

Qualifications

With a solid foundation in customer service, I’ve honed my communication, problem-solving, and teamwork skills, all of which I now bring to my growing career in IT.

I’m passionate about continuously improving my technical expertise and have earned certifications in CompTIA and Google. I’m eager to apply my skills in a tech support role, where I can help solve problems, enhance user experiences, and continue to grow within the field.

Education

Western Governors University

Bachelor of Science - BS, Information Technology (In Progress)

Martin Luther King Jr. Senior High School

Math, Science Applied Technology Pathway

Experience

Datacom Help Desk Job Simulation
Service Desk Technician

Completed a job simulation involving IT support and incident management for Datacom's managed services team, honing skills in critical issue prioritisation and resolution in a high-stakes environment.

Developed expertise in ITIL processes, specifically in categorising, logging, and escalating incidents, ensuring alignment with industry best practices for efficient service management
Enhanced problem-solving abilities by diagnosing and resolving a complex network outage issue, employing analytical thinking to assess impact and urgency across multiple client tickets
Strengthened communication skills by crafting empathetic and clear follow-up communications to affected users, demonstrating a commitment to maintaining customer satisfaction and trust during IT crises.

View Resume

Technical Skills

Troubleshooting
Active Directory
Group Policy Management
Remote Support
Ticket Management
Software Installation
Incident management

Cloud storage and management (OneDrive, Google Drive)

Managing and troubleshooting virtual machines (VMs)
Handling hardware replacements and upgrades
Microsoft 365

IT HomeLabs

Creating a Windows Bootable Drive

Jira: Ticket Lifecycles

Creating a Vitural Machine Using Azure

Linux HomeLabs

Linux

Bash Scripting
Encryption
WordPress
Docker CLI
Dockerfile
Web Server
DNS Server
Server configuration
Password Auditing
File monitoring

Certifications

CompTIA ITF+ CompTIA ITF+ cert logo

CompTIA A+ CompTIA a+ cert logo

CompTIA Network+ (In Progress) CompTIA Network+ cert logo

Google IT Support Professional Certificate Google Cert logo

View Certifications