It Support Desktop
Resume:
Mark Kibble
Oxford, MI *****
*******@*****.***
Professional Summary
Customer-focused IT Support professional with over 10 years delivering helpdesk and desktop support in diverse, remote-centric environments. Proven ability to diagnose and resolve complex hardware, software, and network issues. Expertise in Active Directory, ServiceNow/BMC Remedy, network troubleshooting, specialized hardware (automotive testing/CAD), and Microsoft ecosystems
(O365/Exchange). Strong communicator adept at documentation, problem-solving, operations support
(inventory/logistics), and effective end-user training. Work Experience
Community Manager • Internship
Complexity AI Browser Extension (Remote)
June 2024 to Present
Engage with a >10,000 user community, addressing inquiries and gathering feedback for product improvement.
Analyze user data to present actionable recommendations to the product team. Help Desk Technician
Dynamic Bdc-(Michigan, USA Remote/Hybrid)
November 2023 to January 2024
Provided Tier 1 helpdesk support for business clients, troubleshooting technical issues via phone and remote tools.
Administered user accounts and permissions within client Active Directory environments. Documented and tracked support tickets using ServiceNow, ensuring timely resolutions. Facilitated secure remote access through Citrix and VPN, troubleshooting connectivity issues. IT Support Technician
Learning Care Group-Novi, MI
September 2022 to September 2022
Served as a primary Remote Helpdesk contact (ServiceNow), resolving hardware, software (incl. proprietary apps), and AD account issues for staff across hundreds of centers. Provided Tier 1 troubleshooting for VoIP and network connectivity, coordinating escalations. Led technical onboarding during a large acquisition: imaged/configured hardware, created AD accounts, and offered initial user support.
Authored quick-reference guides to assist newly acquired employees. Remote Technical Support/Team Trainer
Trinus Corporation-Los Angeles, CA
November 2021 to June 2022
Delivered Tier 1 remote support for LAUSD end-users (Chromebooks, PCs, EdTech software, account issues) via multiple channels.
Leveraged BMC Remedy/ServiceNow for detailed incident logging, prioritization, and escalation. Developed and delivered comprehensive training materials (guides, KBs), improving team performance metrics by 40%.
Mentored peers and identified recurring issues, contributing to a 20% increase in team efficiency. Onsite Technical Support Lead
McPc/Trico Group-Rochester Hills, MI
January 2020 to March 2020
Acted as primary Onsite IT Lead via MCPc for Trico Group (manufacturing), providing hands-on support. Administered the local VoIP system (Moves/Adds/Changes, basic troubleshooting). Spearheaded the rapid transition to remote work (COVID-19): configured laptops, VPN, and documentation.
Expertly configured high-performance CAD workstations and maintained IT asset inventory. IT Infrastructure Consultant
Macro Connect, Inc.-Detroit, MI
October 2018 to May 2019
Provided comprehensive IT support (network, server, desktop) to K-12 schools, SMBs, and nonprofits. Conducted IT assessments, documented client infrastructure, and planned technology upgrades. Configured/deployed workstations, laptops (Windows/ChromeOS), basic servers, and network hardware. Administered user accounts across client Active Directory and cloud environments (O365/GSuite). IT Helpdesk Technician
Andersen Material Handling-Wixom, MI
August 2017 to October 2018
Handled IT support including system administration, hardware/software troubleshooting, and AD management for six offices.
Coordinated the migration of mailboxes from on-premise Exchange to Azure/Office 365. Maintained and troubleshot Meraki network hardware and a multi-site VoIP system. Remote Technical Support/New Client Agent
Realtrac Performance ERP-Livonia, MI
April 2017 to August 2017
Delivered daily remote software support for ERP clients (TeamViewer, GoToAssist, ZohoDesk). Tracked customer issues and requests using CRM, Helpdesk, and JIRA systems. Executed software installations/updates and basic MySQL database functions for clients. Customer Support Technician & Operations Specialist Racelogic USA-Farmington Hills, MI
September 2010 to August 2016
Served as primary technical contact for North American automotive/motorsport clients using VBOX GPS data logging systems.
Provided expert remote/on-site support: hardware setup/installation, software configuration (VBOX Suite), firmware updates, and data acquisition guidance. Troubleshot complex hardware/software issues related to vehicle dynamics testing and performance measurement.
Directed US hardware calibration/RMA department, coordinating with UK headquarters for service. Managed US warehouse operations: inventory control, receiving, process implementation, domestic/ international shipping.
Oversaw the company web store operations, including order processing and fulfillment. Developed and presented technical training sessions for VBOX product operation and data analysis. Education
Oxford High School-Oxford, MI
Skills
• Inventory/Asset Tracking
• VoIP Administration (Adds/Changes) Microsoft Ecosystem: Active Directory
• MS Office Suite
• Exchange Support & Migration Coordination Systems & Tools: ServiceNow
• Onsite Support
• Group Policy basics
• LAN/WAN
• Installation Networking: TCP/IP
• Firewalls
• POS Peripherals
• JIRA
• Incident Management
• Tier 1/1.5 Helpdesk
• Office 365/Azure AD basics
• VBOX Data Loggers Software & OS: Windows Client/Server
• Troubleshooting
• VPN
• Training Delivery Hardware: PC/Laptop Repair
• Switches
• CAD Workstations
• Scanners
• Basic SQL/MySQL
• Backup Concepts
• BMC Remedy
• Remote Assistance (TeamViewer, GoToAssist, VPN, Citrix)
• Printers
• Wireless
• macOS/ChromeOS familiarity
• DNS/DHCP
• Routers
Links
linkedin.com/in/mark-kibble
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