Professional Resume Template for
IT Support Engineer
Marcus D. Fletcher
Austin, TX
(512) 555-0137
marcus.fletcher@email.com
linkedin.com/in/marcus-fletcher-it | github.com/marcusfletcher | fletchertech.dev
Professional Summary
Systems-oriented IT Support Engineer with 5 years of experience resolving complex hardware, software, and network infrastructure issues within fast-growing technology companies. Proficient in administration of corporate identity and access systems, endpoint device management using Jamf and Microsoft Intune, and network troubleshooting. Proven track record of configuring secure corporate networks, decreasing ticketing response times by 32%, and onboarding over 180 employees with zero hardware disruption. Strong skills in PowerShell scripting, Active Directory, Okta, Cisco networking systems, and Google Workspace admin console tools.
Work Experience
IT Support Engineer — Zeta Software Labs
Austin, TX | January 2024 – Present
- Resolved over 1,400 Tier 2 and Tier 3 technical support tickets using Jira Service Management, maintaining an average customer satisfaction score of 98.4% and reducing ticket backlog by 35%.
- Configured and deployed 180 new employee workstations using MDM solutions like Jamf and Microsoft Intune, reducing standard employee onboarding setup time from 4 hours down to 45 minutes.
- Administered Active Directory and Okta single sign-on integrations for 450 users, streamlining user provisioning workflows and decreasing security access ticket requests by 27%.
- Automated routine endpoint software patch updates and network health diagnostic reports using custom PowerShell scripts, saving the IT support team 14 engineering hours every week.
Associate IT Support Engineer — Emberlight Technologies
San Antonio, TX | July 2021 – December 2023
- Maintained local office network infrastructure including 12 switches and 4 VPN gateways, troubleshooting wireless connectivity issues and achieving a network uptime rate of 99.95%.
- Assisted in the physical relocation and hardware setup of 2 corporate offices, routing and labeling cabling for over 150 workstations to ensure zero downtime during operations.
- Conducted monthly inventory audits of IT hardware and software licensing assets worth $120,000, reducing unaccounted hardware inventory discrepancies to less than 1.5%.
- Created and updated 45 internal troubleshooting manuals and user guides in Confluence, helping to decrease first-contact response time for routine issues by 22%.
Education
Bachelor of Science in Information Technology
University of Texas at Austin · Austin, TX · 2021
Skills
Active Directory, Group Policy, Okta, Jamf Pro, Microsoft Intune, Cisco Networking, PowerShell, Python, Jira Service Desk, Confluence, Google Workspace Admin, Hardware troubleshooting, Asset management, Tier 2/3 technical support
Projects
Office Hardware Migration and SSO Integration
Role: Lead IT Support Engineer
Tools: Okta, Active Directory, PowerShell, Jamf
Guided the migration of 400 user accounts and associated hardware to a new single sign-on platform, reducing support tickets related to password resets by 65%.
Network Infrastructure Redesign
Role: IT Support Specialist
Tools: Cisco Catalyst Switches, Wireshark, PowerShell
Reconfigured local area networks across 2 regional offices, upgrading 8 enterprise switches and wireless access points to reduce average system latency by 24%.
Certifications
- CompTIA Security+ (2022)
- Cisco Certified Network Associate (CCNA) (2023)
Additional information
- Languages: English (Native), Spanish (Conversational)
- Volunteer Work: Provides weekly technical support and hardware maintenance for local library center (2022-present)
- Availability: 2 weeks notice
Job Market Insights
Market data and opportunities for
IT Support Engineer
Job Market Insights
$60,000
-
$95,000
Avg:
$75,000
Growth Outlook:
The demand for IT Support Engineers in the technology sector remains steady, driven by the expansion of cloud network architectures, corporate security updates, and remote work infrastructure. While automation tools and self-service portals handle minor queries, complex technical troubleshooting and hardware management still require specialized personnel. The Bureau of Labor Statistics projects 50,500 job openings annually on average for computer support specialists over the 2024 to 2034 decade, primarily to replace retiring workers and team members transitioning to other roles.
50,500 average annual job openings (BLS)
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