Professional Resume Template for
IT Support Specialist
Zachary T. Collins
Austin, TX
(512) 555-0143
zachary.collins@email.com
linkedin.com/in/zachary-collins-it | github.com/zacharycollins | collinsit.dev
Professional Summary
Systems-oriented IT Support Specialist with 5 years of history troubleshooting hardware, software, and cloud environments in enterprise settings. Skilled in managing identity and access systems, configuring active directory settings, and performing system administration in Google Workspace and Microsoft 365. Proven track record of configuring secure corporate networks, decreasing ticket response times by 31%, and onboarding 160 employees with zero operational downtime. Capable of resolving Tier 2 and Tier 3 technical support queries, managing hardware lifecycle upgrades, and writing technical manuals. Proficient in PowerShell scripting, Jamf, Okta, and Jira Service Management.
Work Experience
Senior IT Support Specialist — Apex Enterprise Systems
Austin, TX | January 2024 – Present
- Resolved over 1,500 Tier 2 and Tier 3 technical support tickets using Jira Service Management, maintaining an average customer satisfaction score of 98.6% and reducing ticket backlog by 34%.
- Deployed and configured 160 new employee workstations using MDM solutions like Jamf and Microsoft Intune, reducing standard employee onboarding setup time from 5 hours down to 40 minutes.
- Administered Active Directory and Okta single sign-on integrations for 450 corporate users, streamlining user provisioning workflows and decreasing security access ticket requests by 28%.
- Automated routine endpoint software patch updates and network health diagnostic reports using custom PowerShell scripts, saving the IT support team 15 engineering hours every week.
IT Support Specialist — Beacon Tech Solutions
Austin, TX | June 2021 – December 2023
- Maintained office network infrastructure including 14 switches and 3 VPN gateways, troubleshooting wireless connectivity issues and achieving a network uptime rate of 99.98% across rooms.
- Assisted in the physical relocation and hardware setup of 2 corporate offices, routing and labeling cabling for over 120 workstations to ensure zero downtime during operations.
- Conducted monthly inventory audits of IT hardware and software licensing assets worth $140,000, reducing unaccounted hardware inventory discrepancies to less than 1.2% over time.
- Created and updated 40 internal troubleshooting manuals and user guides in Confluence, helping to decrease first-contact response time for routine software issues by 21%.
Education
Bachelor of Science in Information Technology
Texas Tech University · Lubbock, TX · 2021
Skills
Active Directory, Group Policy, Okta, Jamf Pro, Microsoft Intune, Cisco Networking, PowerShell, Google Workspace Admin, Microsoft 365, Hardware troubleshooting, Asset management, Tier 2/3 technical support, Jira Service Desk, Confluence
Projects
Office Hardware Migration and SSO Integration
Role: Lead IT Support Specialist
Tools: Okta, Active Directory, PowerShell, Jamf
Guided the migration of 450 user accounts and associated hardware to a new single sign-on platform, reducing support tickets related to password resets by 64%.
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 network latency by 26%.
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 Specialist
Job Market Insights
$60,000
-
$90,000
Avg:
$72,000
Growth Outlook:
The demand for IT Support Specialists 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 a decline of 3% for computer support specialists from 2024 to 2034, but still expects approximately 50,500 average annual job openings to replace departing workers.
50,500 average annual job openings (BLS)
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FAQ
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