IT Helpdesk & Remote Support Specialist

Michael Reeves

Edmond, OK • 405-***-**** • *******.*.*********@*****.***

IT Helpdesk Technician Technical Support Specialist Remote Support Professional Summary

Customer-focused IT professional with 5+ years of experience providing remote and on-site technical support for hardware, software, and network systems. Proven success resolving complex issues, managing helpdesk tickets, coordinating hardware deployments, and communicating effectively with both technicians and end-users. Known for calm problem-solving, strong documentation skills, and delivering high customer satisfaction.

Technical Skills

Technical Support: Troubleshooting, Helpdesk Support, Remote Support, Ticketing Systems, Hardware & Software Diagnostics

Tools & Systems: Windows OS, Microsoft Office, Active Directory, LAN, Imaging/Re-installation, Remote Diagnostic Tools

Hardware: Installation, Setup, Break/Fix, Field Technician Support Soft Skills: Customer Service, Communication, Problem Solving, Documentation, Collaboration, Root Cause Analysis

Work Experience

Remote Helpdesk Technician — Compucom (Remote)

July 2024 – October 2025

• Managed the lifecycle of IT service requests, including creating, tracking, and resolving helpdesk tickets.

• Coordinated IT hardware provisioning, including ordering, tracking, and documentation for field technicians.

• Provided real-time status updates to technicians, ensuring timely installations and reducing downtime. Dell Technician — Dell Technologies (Oklahoma City, OK) August 2021 – October 2023

• Diagnosed and resolved hardware and software issues with detailed case documentation.

• Used remote diagnostic tools to resolve OS-level issues, minimizing user downtime.

• Performed OS reinstalls, restores, and software remediation to restore system functionality.

• Collaborated with on-site technicians and customers to ensure effective hardware repairs. General Security Coordinator — Secure Staff (Oklahoma City, OK) March 2017 – August 2021

• Ensured compliance with federal aviation regulations, including CFR 1542.

• Initiated corrective action for non-compliance issues.

• Liaised between airport station managers and airline ground security coordinators.

• Managed and verified security clearances.

Education

Computer Science — Wright Career College (Oklahoma City, OK) January 2002 – December 2003

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