IT Help Desk Technician with Identity Access Expertise

Michael Williams

Email: ************@***.*** Phone: 689-***-****

Professional Summary

Experienced IT Help Desk Technician with over 6 years of hands-on experience in providing technical support, managing identity access, and resolving customer issues across various platforms. Proficient in Windows, Mac OS, Active Directory, and various IT service management tools. Adept at managing high call volumes while maintaining service level agreements (SLAs). Excellent communicator skilled in troubleshooting hardware and software, managing user accounts, and providing a high level of customer service. Possess a strong background in identity access management, network troubleshooting, and IT support across distributed environments.

Professional Experience

Help Desk Technician Kforce Flexible Solutions

January 2022 - Present

- First line of support for customer service requests through ITSM ticketing system, including phone, email, in-person, and remote access support.

- Resolved 95% of technical issues independently, escalating only critical incidents.

- Managed identity access for user accounts across Active Directory, Entra ID, and SaaS platforms such as Adobe, Egnyte, Autodesk, and Google Workspace.

- Streamlined identity verification processes, reducing security breach incidents by 15%.

- Provided technical support for configuration, setup, maintenance, and troubleshooting of hardware, software, and network systems for both Windows and Mac OS environments.

- Created and refined user templates, increasing request fulfillment speed by 20%.

- Delivered reports and analyzed common complaints, leading to a 10% improvement in response times.

- Maintained high call volume efficiency while adhering to SLA timelines.

Key Achievements

- Reduced system downtime by 25% through proactive monitoring and maintenance.

- Implemented feedback systems that improved customer satisfaction by 12%.

- Flagged and addressed over 50 potential security breaches, ensuring compliance with security protocols.

Customer Service Representative Alorica

August 2021 - December 2021

- Provided user support via phone, email, and other channels, resolving over 90% of customer inquiries within the first contact.

- Documented customer interactions and escalated issues to appropriate departments, improving response times and reducing customer effort.

- Troubleshot technical issues, managed cases, and scheduled callbacks, resulting in a 15% decrease in response time to customer follow-ups.

- Collaborated with internal teams to update Knowledge Base articles, which improved the resolution rate for technical inquiries by 10%.

Key Achievements

- Played a key role in reducing call resolution time by 20% through the development of an improved troubleshooting protocol.

Help Desk Technician Total Communications Concepts/TMC

April 2017 - March 2020

- Delivered comprehensive technical support through phone, email, and remote assistance for both hardware and software issues.

- Managed user accounts and conducted troubleshooting for operating systems, network configurations, and device setups.

- Improved training methodologies through customer feedback analysis, resulting in a 10% decrease in repeat issues.

- Produced detailed reports identifying common technical problems, allowing for targeted improvements in service delivery.

Key Achievements

- Spearheaded a project that optimized troubleshooting processes, cutting ticket resolution time by 30%.

Certifications & Skills

- CompTIA A+ Certified

- IT Skills:

- Active Directory

- Microsoft 365

- Windows Server

- Microsoft Teams

- Slack

- ServiceNow

- Network Troubleshooting

- VPN Management

- Identity Access Management

Cyberark

- PC Hardware/Software Troubleshooting

- Point of Sale Systems

- Microsoft Excel

- Operating Systems: Windows, Mac OS

- SaaS Platforms: Adobe, Egnyte, Autodesk, Google Workspace

Education

Bachelor's Degree in Computer Science

William Paterson University of New Jersey, Wayne, NJ

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