Help Desk It Support
Resume:
Marcus Jordan
Boiling Springs, SC *****
***************@*****.***
Professional Summary
Motivated and technically skilled IT professional with over 7 years of experience providing exceptional help desk support, troubleshooting hardware and software issues, and ensuring user satisfaction. Adept at resolving technical problems efficiently, maintaining IT infrastructure, and delivering excellent customer service. Seeking to leverage technical expertise and problem-solving skills to contribute to a dynamic IT support team.
Work Experience
Claims Adjuster
Progressive Insurance
May 2023 to Present
- Evaluate and investigate insurance claims related to auto, property, and liability to determine coverage and appropriate settlements.
- Communicate effectively with policyholders, claimants, and third-party vendors to gather pertinent information and provide timely updates.
- Analyze claim details, assess damages, and negotiate settlements to ensure fair and accurate resolution in accordance with company policies.
- Document claim activities thoroughly within company systems, maintaining accurate and detailed records.
- Collaborate with internal teams and external partners to expedite claims processing and improve customer satisfaction.
IT Analyst (Entry-Level)
Dynamic Technology Systems-Greenville, SC
August 2019 to December 2022
- Provided technical support and managed help desk tickets to resolve client issues efficiently, ensuring high customer satisfaction.
- Assisted in the deployment, configuration, and maintenance of cloud solutions to optimize business operations.
- Supported cybersecurity initiatives by monitoring systems for vulnerabilities and assisting with security protocols.
- Collaborated with senior staff to troubleshoot network and hardware problems, contributing to the overall stability of client infrastructures.
- Maintained documentation of technical procedures and client interactions to ensure accurate record- keeping and knowledge sharing.
IT Support Specialist Trainee
Bethesda-Bethesda, MD
June 2017 to August 2019
- Provide Tier 1 and Tier 2 support to over 200 end-users across multiple departments, resolving hardware, software, and network issues promptly.
- Troubleshoot and repair desktops, laptops, printers, and peripherals, reducing downtime by 30%.
- Assist with onboarding new employees by setting up workstations, installing necessary software, and configuring accounts.
- Maintain and update IT documentation, including troubleshooting guides and asset inventories.
- Support software deployment and updates using SCCM and other management tools.
- Respond to help desk tickets via ServiceNow, maintaining a 95% first-call resolution rate.
- Provide remote support using TeamViewer, Zoom, and VPN solutions.
- Train users on new systems and security best practices, improving overall awareness and compliance.
- Collaborate with IT team to improve processes, including inventory management and security protocols. IT Intern / Junior Support Technician
Baltimore Technology Group
January 2015 to May 2017
- Assisted senior technicians with hardware repairs, software installations, and network troubleshooting.
- Provided frontline support to clients via phone and on-site visits, gaining valuable customer service experience.
- Managed ticketing system queues, ensuring timely resolution of user issues.
- Supported the setup of new hardware and software for client businesses.
- Documented common issues and solutions to streamline future troubleshooting. Education
Bachelor of Science in Information Technology
York College of Pennsylvania
Skills
• DHCP
• DNS
• Office 365
• Linux (Advanced)
• Time management
• Microsoft Excel
• macOS
• Ticketing Systems: ServiceNow, Zendesk
• Computer skills
• Remote Desktop
• Asset management
• Xactimate
• Active Directory
• Desktops
• peripherals
• Security: Antivirus, malware removal, user account management
• Microsoft Office Suite
• laptops
• Microsoft Office
• troubleshooting
• VPN
• Remote Support Tools: TeamViewer, AnyDesk
• Windows 10/11
• software deployment
• Microsoft Outlook
• printers
• Basic TCP/IP
Certifications and Licenses
Driver's License
Property & Casualty License
CompTIA A+
ITIL Certification
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