Customer Service Technical Support
Resume:
Adam Hayward
IT Professional
Michigan
****.*******.**@*******.***
Motivated and customer-focused IT professional with hands-on experience in troubleshooting, problem-solving, and technical support. Strong background in customer service in retail, food service, teamwork, and assisting users with technology-related challenges. Employment history
Information
Technology
Apprentice, NPower,
Feb 2025 - Present
Detroit, Michigan
Customer Service
Roles, Various
Companies, 2019 - 2025
Education
Participating in a 20-week hands-on training program designed to jumpstart careers in technology through practical experience, internships, and microwork projects. The curriculum aligns with CompTIA’s A+ and ITF+ certifications, as well as the Google IT Support certification.
• Hardware: Gained experience with various components and devices, including storage solutions, printers, computers, laptops, routers, switches, and different types of cables.
• Software: Troubleshot issues related to PC and mobile applications, ensuring security and functionality.
• Operating Systems: Installed, configured, and maintained Windows, Linux, and Mac OS environments.
• Networking: Developed an understanding of TCP and UDP ports, networking protocols, and the functions of common network devices.
• Security: Learned how to identify vulnerabilities in devices and network connections while applying best practices for cybersecurity.
• Mobile Devices: Configured and managed laptops, smartphones, and other mobile devices.
• Virtualization & Cloud Computing: Acquired foundational knowledge of cloud computing models, virtualization technologies, and cloud infrastructure concepts. Delivered high-quality customer support, resolving service and technical issues for customers.
• Used active listening, troubleshooting skills, and clear communication to assist customers with technical concerns.
Oakland Community College, 2025 – Currently enrolled Cybersecurity
Courses
IT Support Certificate, Present – April 2025
Tech+ Certificate – April 2025
CompTIA
Design Fundamentals Certificate – April 2025
Coursera
Digital Marketing Certificate – April 2025
Coursera
Generative AI Certificate – April 2025
Coursera
Google AI Essentials Certificate – May 2025
Coursera
Marketing Specialist Certificate – May 2025
Coursera
Courses
Social Media Content And Strategy Certificate – April 2025 Coursera
Skills
Windows Linux IT Troubleshooting Technical Support Networking Cybersecurity Customer Service Hardware Maintenance Software Maintenance
TCP/IP
Problem Solving Cloud Computing Virtualization
Additional information
Technical Support &
Troubleshooting
Projects
Cybersecurity &
Networking Labs
• Provided IT support for colleagues, friends, and customers outside of work
• Applied troubleshooting techniques from IT training to resolve hardware, software, and connectivity issues
• Successfully resolved many issues, enhancing problem-solving skills and technical knowledge
• Completed hands-on labs in networking, security, and system management as part of coursework
• Applied real-world cybersecurity techniques, configuring firewalls, monitoring threats, and securing systems
• Developed practical skills that directly apply to IT security roles, strengthening technical expertise
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