Technical Support It

Reginald Clemons

Huntsville, AL 256-***-**** ****************@*****.***

Professional Summary

Proactive and detail-oriented IT Support Technician with 4+ years of experience in technical troubleshooting, infrastructure support, and user-focused service delivery. Proven expertise in coordinating field support, managing ticketing systems, and maintaining high-quality resolutions. Skilled in documentation, cross-functional collaboration, and system performance enhancement. Experienced with Zendesk, ServiceNow, and Microsoft 365 ecosystem.

Professional Experience

IT Infrastructure Analyst

DXS Technology — Sep 2023 – Present

Utilize ServiceNow to manage service requests and incident tracking across teams. Administer Active Directory, including user account management, group policies, and access permissions. Support Office 365 applications (Outlook, Teams, SharePoint) and troubleshoot across platforms (iOS, Android, Windows).

Manage cloud-based identity and access through Azure Active Directory. Deliver technical support to students and faculty, resolving break/fix issues and managing tickets. Coordinate with IT teams to complete work orders and improve user experience. Maintain hardware, printers, and network devices; resolve connectivity issues. Create troubleshooting guides and documentation to streamline support delivery. Train faculty on new tools and systems to ensure smooth transitions and minimal downtime. Consistently recognized for excellent customer service and responsiveness. IT Help Desk Technician

Apex Systems — Dec 2022 – Sep 2023

Provided Tier 1 and Tier 2 technical support via Zendesk for hardware and software issues. Coordinated nationwide field technician assignments for remote issue resolution. Ensured quality and client satisfaction by collecting and verifying technician deliverables. Maintained documentation for IT project timelines, procedures, and workflows. Supported infrastructure operations and upgrades in collaboration with IT teams. Delivered courteous and timely support to resolve tickets efficiently. IT Support Technician

Athens State University — Jul 2021 – Dec 2022

Provided front-line technical support to students and faculty. Managed service tickets and coordinated with IT for timely issue resolution. Supported hardware, printers, and networking equipment across campus. Developed and maintained user guides and troubleshooting documentation. Trained faculty on new technology tools, ensuring seamless adoption. Praised for professionalism and high levels of customer satisfaction. Education

Bachelor’s Degree in Business Administration – Faulkner University Associate Degree in Computer Information Systems – J.F. Drake Technical College Technical Skills

IT Help Desk & Technical Support

Zendesk & ServiceNow Ticketing Systems

Network & Connectivity Troubleshooting

Active Directory & Azure AD Administration

Office 365 Support (Outlook, Teams, SharePoint)

Customer Service & End-User Training

Technical Documentation & SOP Creation

Infrastructure Analysis & Team Collaboration