It Support Customer Service
Resume:
C H R I S T O P H E R K I R K L A N D
C O N T A C T
E D U C A T I O N
C E R T I F I C A T I O N S
T E C H N I C A L S K I L L S
S U M M A R Y
Dedicated IT Support Specialist with 3+ years of experience providing technical support across hardware, software, and networking environments. Skilled in troubleshooting desktops, laptops, printers, and VoIP systems. Proficient with Windows 10/11, Active Directory, Microsoft 365, ServiceNow, VPNs, and RDP. Experienced in ticket triage, end-user installations, documentation, and remote diagnostics. Known for staying calm under pressure and delivering reliable, mission- focused support. Available immediately for on-site or hybrid roles and relocating to Springfield, VA. Willing to travel up to 25%.
W O R K E X P E R I E N C E
Relocating to Springfield, VA
*************@*****.***
(In Progress, Expected September 2025)
(In Progress, Expected September 2025)
Aldi
BARISTA
Starbucks
Clayton State University
Clayton State University
Dubois Integrity Academy
05/2023 - 07/2023
01/2022 - 10/2023
07/2024 - 05/2025
9/1/2020 - 8/1/2022
6/1/2019 - 9/1/2020
Student Government Leadership:
Bachelor of Science in Computer Science
Clayton State University, May 2024
President, Token Club:
Represented student interests, partnered
with faculty, and led events
Led student
initiatives in programming, data analysis,
and tech trends
COMPTIA A + CERTIFICATION
MICROSOFT CERTIFIED: AZURE
FUNDAMENTALS
CASUAL ASSOCIATE
CYBERSECURITY ANALYST (INTERN)
TECHNICAL ANALYST(TIER I & II IT SUPPORT)
LEAD COMPUTER SCIENCE TEACHER (TIER I ITSUPPORT)
Clear Verbal & Written Communication
Customer Service Oriented Strong
Analytical & Problem-Solving Skills
Calm Under Pressure & Safety-Oriented
Independent & Resourceful Excellent
Time Management Team-Oriented with
Collaborative Mindset
Organized with Documentation Focus
Critical Thinking & Decision-Making Flexible &
Adaptable
Windows 10/11 Troubleshooting MacOS Support
ServiceNow Ticketing System
Active Directory (User Access / Group Policy)
Microsoft 365 & SharePoint
Remote Desktop
VPN & RDP
Endpoint Security & Network Protocols
Microsoft Teams & Zoom
95 WPM Typing Speed
Reviewed endpointlogs and monitored threat detection alerts Assisted with phishing prevention measures and awareness campaigns
Documented compliance workflows and incident response procedures
Acted as first point of contact for staff and students needing IT support across Windows and Mac devices.
Delivered first-level IT support for students and staff across Mac and Windows devices
Installed and configured classroom laptops, printers, and peripherals
Troubleshot network access issues and ensured daily internet connectivity
Guided students through basic IT problem-solving techniques and digital literacy
Created clear documentation and user guides for resolving common tech issues
Provided timely resolution of ServiceNow tickets and real-time technical issues, ensuring minimal downtime for faculty, staff, and students.
Provided deskside and remote troubleshooting for M365, VPN, and RDP tools
Managed Active Directory accounts, access rights, and user policies
Supported hardware issues and break/fix tasks across multi- department environments
Authored internal SOPs to streamline escalations and technician efficiency
Contact this candidate