It Support Customer Service

CALEB J. MERVAR

937-***-**** ************@*****.*** LinkedIn

Dayton, OH

PROFESSIONAL SUMMARY

Adaptable and results-oriented IT support specialist with a strong background in technical troubleshooting, customer service, and systems administration. Skilled at providing support to non-technical users and resolving issues efficiently using remote tools and ticketing systems. Experienced in both enterprise and retail support environments. Eager to continue developing technical skills and obtain IT certifications.

CORE COMPETENCIES

Technical Troubleshooting

Tier 1 & Tier 2 IT Support

Remote Desktop Support

Active Directory Management

Software Installation & Configuration

VPN, DHCP, DNS, LAN Support

Customer Service & Complaint Handling

Ticketing Systems (ServiceNow)

TECHNOLOGY SKILLS

Platforms: Windows 10, 11, Windows Server 2019

Software: Active Directory, PowerShell, Outlook

Networking: LAN, VPN, DHCP, DNS

Browsers: Google Chrome, Microsoft Edge

SYSTEM ADMINISTRATION EXPERIENCE

Windows Server 2019 – Hands-On Virtual Labs

Configured Windows Server 2019 domain, server naming, and RDP settings

Added Windows 10 client machines to domain

Created and modified Active Directory template accounts

PROFESSIONAL EXPERIENCE

Speedway LLC – Dayton, OH

Store Support Specialist

May 2024 – Present

Provide technical support across retail locations

Assist with software/hardware troubleshooting and system resets

Act as liaison between stores and corporate IT for escalations

Level 2 Enterprise Help Desk Agent

Nov 2022 – May 2024

Delivered Tier 2 support to non-technical personnel

Resolved complex issues using remote desktop and ticketing systems

Escalated high-priority tickets through ServiceNow

Trained in handling enterprise-scale troubleshooting protocols

McCloud Computer Services – Dayton, OH

IT Technician

Nov 2020 – Jan 2022

Provided Tier 1 desk-side IT support to internal users

Diagnosed and repaired hardware/software issues

Installed and configured computer components for business use

Cardinal Acoustics – Columbus, OH

Paint Line Lead

Sep 2021 – Oct 2022

Supervised production quality and workflow on the paint line

Collaborated with cross-functional teams to meet deadlines

EDUCATION & CERTIFICATIONS

New Horizons Learning Center – Dayton, OH

• Studied: CompTIA A+, Network+, Security+ (Not yet certified)

Wayne High School – Huber Heights, OH

• High School Diploma

Wilmington College – Wilmington, OH

• Studied Exercise Science (2020–2021)

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