Help Desk It Support
Resume:
JEAN ARROYO
IT HELP DESK SUPPORT
D E T A I L S
ADDRESS
Birmingham, AL
PHONE
*******************@*****.***
P R O F E S S I O N A L
L I N K S
S K I L L S
[Operating Systems &
Enviorments]: Windows
10/11, Remote Desktop, VPN
configuration
[Software & Productivity
Tools]: Microsoft 365 Suite,
Sharepoint, Planner, Visio,
Project Essentials
[IT Support Tools &
Systems]: Active Directory,
ServiceNow (Simulated
Ticketing), System Imaging
[Hardware]: PC Building
& Repair, Hardware
Troubleshooting, Device
Setup
[Scripting & Database]:
Python, SQL
[Professional Skills]:
Customer Service,
Technical Communication,
Documentation, Conflict
Resolution, SLA Awareness
Languages: Fluent in
English and Spanish
P R O F I L E
Aspiring IT Support Specialist with a strong customer service background and growing technical proficiency in Microsoft 365, Window Systems, and ticketing tools like ServiceNow. Currently pursuing CompTIA A+ certification and eager to support users through effective troubleshooting and clear communication. C O U R S E S A N D C E R T I F I C A T I O N S
CompTIA A+ (In Progress - Expected July 2025)
Google: Intro to Cybersecurity Professional
Certificate (In Progress - 50% Completion)
IT Help Desk for Beginners, LinkedIn Learning
Apr 2025
SharePoint, Planner, Visio, Project Essentials,
LinkedIn Learning
Mar 2025 — Apr 2025
Microsoft 365 Suite (Excel, Word, Outlook,
Powerpoint, Teams), LinkedIn Learning
Mar 2025 — Apr 2025
P R O F E S S I O N A L H I S T O R Y
Sterile Technician, University of Alabama (UAB) Birmingham, AL Jan 2023 — Present
• Maintained detailed procedural records aligned with regulatory and IT documentation standards, supporting audit readiness and data accuracy.
• Trained 5+ new members using clear, step-by-step instructions-mirroring technical on-boarding and end-user guidance practices.
• Applied precision and consistency in high-stakes workflows, reflecting careful hardware handling and process adherence in a sterile environment.
• Regularly followed safety protocols and system checklists, simulating structured IT troubleshooting frameworks.
Assembly Worker, MBUSI (Mercedes-Benz US
International)
Vance, AL
Mar 2022 — Dec 2022
• Resolved and escalated technical issues across hardware and software platforms, minimizing downtime and maintaining business continuity.
• Applied IT protocols for troubleshooting, documentation, and compliance, ensuring accurate ticket tracking and audit readiness.
• Improved resolution speed by streamlining workflows, prioritizing high-impact tickets, and reducing response time.
• Collaborated with IT teams and end users to deliver responsive, user-focused support in dynamic technical environments.
Sales Associate, Batteries Plus Bulbs Hoover, AL
Sep 2020 — Jan 2022
• Delivered first-level technical support for device troubleshooting, battery diagnostics, and key fob programming.
• Guided customers through hardware compatibility checks and basic software installations for laptops and mobile devices.
• Logged 15-20 service interactions per day using CRM software, simulating structured ticketing workflows similar to ticketing systems.
• Maintained service records and repair-logs, practicing accurate documentation and customer-facing communication.
Customer Service Associate, Walgreens Birmingham, AL Nov 2019 — Aug 2020
• Resolved customer issues related to P.O.S systems and prescription database errors, reinforcing troubleshooting and escalation practices.
• Escalated technical incidents to management with clarity and professionalism, reflecting basic tiered support workflows.
• Supported high-volume service operations while balancing speed, accuracy, and customer satisfaction under pressure.
• Handled returns and system overrides, simulating permission-based access workflows.
E D U C A T I O N
Bachelor of Science in Music Production, Full Sail University
Winter Park, FL
Aug 2015 — Sep 2018
Gained hands-on experience with digital audio systems, technical workflows, and hardware/software troubleshooting through DAW environments.
Contact this candidate