Help Desk Specialist

Help Desk Specialist — Apex Tech Solutions

Atlanta, GA | July 2023 – Present

• Resolved an average of 45 technical support tickets daily, maintaining a 98.4% first-contact resolution rate across a user base of 1,200 remote and on-site corporate employees.
• Configured and deployed 180 corporate laptops using MDM solutions and SCCM, reducing standard employee onboarding setup times by 35% and minimizing post-deployment support queries.
• Managed and updated active user directory profiles for 400 department groups, implementing stricter role-based access controls that reduced account-access ticket requests by 22%.
• Collaborated with the security operations team to identify and isolate 15 cybersecurity threats on endpoint machines, preventing potential data breaches and reducing vulnerability risks.

Technical Support Associate — Beacon Health Systems

Savannah, GA | June 2021 – June 2023

• Fielded and resolved over 3,200 customer support calls and live chat inquiries regarding software licensing and application errors, achieving a 96% customer satisfaction score.
• Maintained hardware inventory for 600 systems, coordinating repair logistics with external vendors to reduce hardware repair turnaround times by 3 days per device.
• Authored 45 troubleshooting articles for the internal knowledge base, decreasing tier-1 call volume by 15% and empowering end-users to resolve basic network connectivity issues.
• Assisted in upgrading local office network hardware across 3 facilities, minimizing downtime during the migration by scheduling deployments after standard business hours.

Active Directory, Jira Service Management, Microsoft 365 Administration, Windows Server, macOS, Mobile Device Management (MDM), VPN configuration, Network troubleshooting, SCCM, hardware diagnostics, customer service, ITIL foundation

Ticketing System Migration

Role: Implementation Lead

Tools: Jira Service Management, Confluence, Python

Migrated 8,500 legacy support tickets to a new cloud ticketing system, completing the transition 5 days early and reducing average ticket resolution times by 18%.

Workstation Refresh Initiative

Role: Technical Coordinator

Tools: SCCM, Active Directory, PowerShell

Coordinated the upgrade and configuration of 350 physical workstations, improving system boot times by 40% and ensuring full compliance with corporate security standards.

• CompTIA A+ (2021)
• ITIL 4 Foundation Certification (2022)

• Languages: English (Native), Spanish (Conversational)
• Volunteer Work: Provided technical support to a regional community library (2022-present)
• Availability: 2 weeks notice