Service Desk User Support

KRISTOPHER ANTONELLI

**********@*****.*** · 330-***-**** · Seattle, WA 98122

IT SERVICE DESK SUPPORT

Service-Level Agreements & Compliance

Enterprise Ticketing Software

Cloud Services

Networking Fundamentals

End-User Support

User Education

Knowledge Base Contribution

Continued Growth in IT Knowledge

TECHNICAL AND PROFESSIONAL SKILLS

End User Support: PC, Laptop, and Mobile Device Configuration, Windows 10 Configuration, Microsoft 365 Apps, Spiceworks Cloud Help Desk

Network Support: Server and Network Device Configuration, Networking Fundamentals, TCP/IP Network Services, Windows Server Products, Hyper-V Virtualization, Microsoft 365 Administration, Active Directory, Domain Management, Access Controls, Securing Business Networks, Azure Fundamentals

Collaboration Tools: Slack, Zoom, Teams, SharePoint, Technical Documentation in OneNote

Professional Skills: Troubleshooting, Technical Assessment, Technical Research, Verbal and Written Communication, Client Relations

TECHNICAL TRAINING

IT Support Boot Camp, Tek Ladder

Anticipated Graduation 05/2022

Intensive lab and project-focused training program with emphasis on Windows configuration, networking, service desk support, and business communication skills.

Professional development training on the ability to communicate effectively, raise relevant questions, and think openly and assess for facts to create practical solutions

Solid foundational knowledge in cloud services solutions and management tools via Azure

Solid foundational support in troubleshooting, end-user support, device and server configuration, and network configuration, implementation, management, and security.

Applied skills in technical summary review, infrastructure evaluation, and technical solution documentation.

IT Support Bootcamp Projects, Tek Ladder

Spiceworks Ticketing System

Applied technical knowledge of standard ticket flow process in a cloud-based service desk environment to analyze and troubleshoot client support needs. Worked to troubleshoot and resolve 40+ lab-based desktop and networking tickets via Spiceworks portal over a 4-week period.

IT Infrastructure Overhaul

Researched a business development company’s background, current network, devices, and departmental needs to assess the overall current network status in anticipation for expansion according to their design goals. Presented findings and recommendations via Zoom for a new and improved network that better accommodates the business and provides for future expansion. Included in the presentation were details about network usage and security policies implementation and documentation for viewing by other IT technicians.

WORK EXPERIENCE

Configuration Associate, Sensitech Inc

Redmond, WA 98052

04/2020 – 03/2022

Configured and programmed electronic tracking devices.

Use different programs such as Microsoft Excel and Outlook

Learned the process of order fulfillment

Operate the pallet jack

Take orders down to the shipping department

Communicate and help coworkers

Make sure every order is completed properly

Assembly/Production worker, Aerotek 08/2019-04/2020

North Bend, WA 98045

Learned how to operate a pallet jack

Learned different areas of each assembly line

Packed the correct amount of products

Learned how to use an RF Scanner

Learned how to multitask on the Auto Line

Assembly Worker, Detroit Diesel 04/2018-10/2018

Canton, OH 44707

Worked on an assembly line

Made Boxes

Packaged light and heavy auto parts

Learned different roles for each assembly line

Customer Care Representative, Ameridial Inc 10/2017-05/2018

New Philadelphia, OH 44663

Provided customer service to our customers

Told people when their shipments of their products are going to arrive via tracking numbers

Helped people update their personal info such as address, phone number, credit and debit card information

Called customers that requested our assistance

Retention Specialist, Life Line Screening 04/2017-10/2017

Canton, OH 44718

Made outbound calls to schedule people for medical appointments

Helped the inbound department when they had a high call volume

Provided quality customer service

Assisted callers with accurate medical information

Helped callers update their personal information

Laborer, The Belden Brick Company 05/2012-05/2015

Sugarcreek, OH 44681

Power washed and painted oil and gas wells

Painted gates, weed whacking, sweep the shop

Stacked different types of bricks on a conveyor belt and wrote down the amount I did each shift

Packaged bricks and stacked bricks on pallets

Worked in the water room

Shoveled bricks in the winter into the hoppers outside to help make the truck drivers job easier

Worked midnights and day shift

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