Technical Support Specialist
Technical Support Specialist with hands-on experience supporting end users and SMB environments. Skilled at incident triage, root-cause analysis, and clear customer communication. I focus on reducing mean time to resolution and improving user satisfaction.
Key Skills
Windows
macOS
Linux
Active Directory
TCP/IP
VPN
Office 365
ServiceNow / Jira
PowerShell / Bash
MDM
Selected Achievements
- Resolved 95% of Tier-1 incidents on first contact; reduced average MTTR from 6 to 2.5 hours.
- Managed onboarding/offboarding for 500+ users using automated PowerShell scripts.
- Built internal knowledge base, lowering repeat tickets by 28%.
Certifications
CompTIA A+ • CompTIA Network+ • ITIL Foundation • Microsoft 365 (optional)