Help Desk Technical Support

TYLER BURNHAM

Raeford, NC ***** *********@*****.*** 413-***-****

SUMMARY

Motivated and technically skilled U.S. Army veteran transitioning into Information Technology, with over 10 years of experience in leadership, operations, and systems coordination. Currently completing advanced IT training through My Computer Career, with multiple CompTIA certifications. Demonstrates proven ability in troubleshooting, user support, and cross-functional collaboration in high-pressure environments. Seeking to contribute to a fast-paced Help Desk or Technical Support team by providing outstanding end-user support, issue resolution, and IT systems knowledge.

CORE COMPETENCIES & TECHNICAL TOOLS

User Account Administration & Access Control VoIP Telephony Setup & Support Incident Response & Root Cause Analysis Customer Service & Non-Technical User Communication Time Management & Prioritization Fast Learner & Adaptable in High-Stress Environments Cross-Team Collaboration Vendor Interaction Technical Documentation

Technical Support & Troubleshooting: Hardware/Software Support PC Imaging Ticketing Systems

(ServiceNow, Zendesk)

Systems & Network: Windows OS Command Line TCP/IP DNS DHCP VPN Configuration VoIP Support

Cybersecurity Fundamentals: Risk Management Endpoint Security CIA Triad EDR Concepts Security Event Analysis

User Support & Admin: Active Directory (User Account Admin - Training) Microsoft Office 365 Google Workspace

Communication Tools: Webex Audio/Video Conferencing Setup & Support IT Operations: Documentation SOPs Help Desk Escalation Procedures Incident Reporting Workflow Prioritization

WORK EXPERIENCE

U.S. Army Team Leader - Operations Supervisor Aug 2014 – Jun 2024

• Delivered direct leadership and training to up to 20 personnel in mission-critical operational settings

• Managed and maintained sensitive IT-integrated communication and tracking equipment exceeding $1M in value

• Conducted briefings on cybersecurity awareness, system usage protocols, and secure operations

• Drafted operational documentation, training logs, and compliance checklists using Microsoft Office tools

• Resolved both personnel and equipment-related issues rapidly in time-sensitive scenarios

• Served as liaison between teams, ensuring continuity across departments including civilian and government sectors

• Developed training programs to enhance team performance and system usage proficiency CERTIFICATIONS & EDUCATION

My Computer Career – Remote Graduation: May 2025

Cyber Warrior Program: IT Support Networking Cybersecurity Systems Admin

• Practiced real-world troubleshooting using simulations of Help Desk ticket resolution

• Assisted with setup and configuration of secure networks, end-user systems, and security protocols

• Gained hands-on knowledge of Active Directory, user account administration, and endpoint protection tools

Fayetteville Technical Community College – CDL-A Program 2024 Tantasqua Regional Vocational Technical School

• Concentration: Manufacturing Technology

ADDITIONAL QUALIFICATIONS

Security Clearance: Active Secret (Eligible for Reinvestigation) Work Authorization: U.S. Citizen

Availability: Immediately Available

Work Schedule: Flexible

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