It Support Technical

Joseph Grzesiakowski

South Elgin, IL ***** 224-***-**** ******.*************@*****.***

Professional Summary

Detail-oriented and dedicated IT Support Specialist with over 7 years of customer service experience and 2+ years in technical support roles. Proven ability to resolve technical issues efficiently, enhance end-user satisfaction, and work collaboratively in high-volume environments. Skilled in remote support, ticketing systems, and troubleshooting across Windows and MacOS platforms. I am passionate about continuous learning and delivering best user experiences. Technical Skills

Support Tools: ServiceNow, Zendesk, Bomgar Remote Desktop, Genesys Cloud, Active Directory, JAMF, CRM Systems Platforms: Operating Systems, Windows 7, 8, 10, 11, MacOS, IOS, Android, Active Directory, JAMF Networking & Security: VPNs (Cisco AnyConnect, Ivanti, ExpressVPN, NordVPN), MFA (Okta) Technical Proficiency: Software & hardware troubleshooting, live chat support, VoIP systems Soft Skills: Customer service, communication, problem-solving, complaint handling Professional Experience

Help Desk IT Support Agent

Dentsu Americas Inc. - Remote / New York, NY Jan 2024 - Present Triage and resolve global user tickets using ServiceNow Provide phone-based tech support to restore user productivity Provide Teams Video-call tech support to troubleshoot more advanced issues in the moment. Provide Chat based technical support to restore user productivity. Troubleshoot remotely using Bomgar; manage Active Directory resets Support JAMF-related requests for Mac users

Support Windows-related requests for Windows users Enable and guide users through Multi-Factor Authentication setup Maintain 85%+ customer satisfaction score and hit weekly ticket targets Level 1 IT Support / Web Chat Technician

Varsity Tutors - Remote / St. Louis, MO

Aug 2021 - Jul 2023

- Delivered Tier 1 technical and billing support via web chat and phone

- Provided in-platform video technical support for Tutors and Clients alike to resolve their technical issues.

- Resolved hardware and software issues for clients and tutors

- Maintained one of the highest satisfaction scores on the team (92%)

- Consistently exceeded ticket resolution goals (65+ per week) Core Sales Supervisor / Geek Squad Liaison Best Buy - South Elgin, IL Oct 2013 - May 2020

Led sales and service floor operations, coaching team on KPIs and satisfaction Served as Manager on Duty, ensuring smooth store and Geek Squad operations Provided hands-on tech support (printer setup, virus removal, hardware fixes) Promoted a strong service culture for 150-500 customers daily Education & Certifications

Google Cybersecurity Certificate - Coursera / Google - Jan 2024 Google IT Support Professional Certificate - Coursera / Google - Jan 2021 High School Diploma - Paw Paw High School, Paw Paw, IL - Jun 2006

Joseph Grzesiakowski

South Elgin, IL 60177 224-***-**** ******.*************@*****.***

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