Professional Resume Template for
Mid IT Support Technician
Darren S. Miller
Phoenix, AZ
(602) 555-0182
darren.miller@email.com
linkedin.com/in/darren-miller | github.com/darrenmiller-it | darrenmiller.dev
Professional Summary
Systems-oriented IT Support Technician with 5 years of experience diagnosing and resolving complex hardware, software, and network issues in fast-paced corporate environments. Proven track record managing 1,200+ help desk tickets annually while maintaining a 97.4% user satisfaction rate. Skilled in configuring Active Directory, Google Workspace, Microsoft 365, and troubleshooting LAN/WAN architectures. Reduced workstation deployment cycles by 25% and lowered post-migration support requests by 30% through comprehensive documentation and pre-deployment testing.
Work Experience
IT Support Technician II — NextGen Logistics Solutions
Phoenix, AZ | November 2023 – Present
- Resolved 1,200+ Tier 1 and Tier 2 technical tickets annually using Jira Service Desk, maintaining a 97.4% customer satisfaction rating.
- Configured and deployed 150+ employee workstations, including laptops, monitors, and VoIP peripherals, reducing setup time by 25%.
- Administered Active Directory and Google Workspace accounts for 300+ on-site and remote employees, ensuring 100% compliance with security onboarding protocols.
- Troubleshot LAN/WAN network connectivity issues for 4 regional offices, decreasing office network downtime by 18% over a 12-month period.
IT Support Associate — Apex Retail Group
Mesa, AZ | June 2021 – October 2023
- Assisted in migrating 850 corporate users from on-premise Exchange to Microsoft 365, resolving migration issues and lowering support escalation rates by 30%.
- Monitored and maintained 12 network printers and 4 local server racks, reducing printer-related support tickets by 40% through preventive maintenance.
- Identified and removed malware threats from 45 corporate laptops, preventing potential security breaches and achieving a 100% device recovery rate.
- Documented 60+ new troubleshooting procedures in the team's internal knowledge base, decreasing average ticket resolution time by 15% for new hires.
Education
Bachelor of Science in Information Technology
Arizona State University · Tempe, AZ · 2021
Skills
Technical support, Hardware troubleshooting, Software installation, Network diagnostics, Active Directory, Google Workspace, Microsoft 365, Jira Service Desk, LAN/WAN administration, Windows OS, macOS, TCP/IP, DNS/DHCP, Backup & Recovery, Ticket management, System configuration, Customer service
Projects
Office Hardware Refresh Campaign
Role: Lead IT Technician
Tools: MDT (Microsoft Deployment Toolkit), Active Directory, PDQ Deploy, Jira
Imaged, configured, and deployed 120 new workstations and laptops across 3 floors, finishing 5 business days ahead of schedule and saving $8,000 in external deployment consulting fees.
Microsoft 365 Tenant Migration
Role: Migration Support Lead
Tools: Microsoft 365 Admin Center, Exchange Online, ShareGate, PowerShell
Migrated email and file data for 150 users to the cloud, resolving 95% of user access issues within the first 24 hours of cutover.
Certifications
- CompTIA A+ (2020)
- CompTIA Network+ (2021)
- Cisco Certified Network Associate (CCNA) (2023)
Additional information
- Languages: English (Native), Spanish (Basic)
- Professional Development: Completed 40 hours of IT Security best practices coursework (2024)
- Availability: Standard 2 weeks notice
Job Market Insights
Market data and opportunities for
Mid IT Support Technician
Job Market Insights
$52,000
-
$74,000
Avg:
$63,000
Growth Outlook:
The employment of computer support specialists in the United States remains stable, with approximately 50,500 annual job openings projected over the next decade. While overall employment is expected to decrease slightly by 3% from 2024 to 2034 due to increased cloud migration and automated troubleshooting, organizations continue to face a persistent need to replace retiring workers. Tech support roles remain vital as companies adopt hybrid and remote working models, requiring robust help desk services.
-3% growth over 10 years
Key Skills Required
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