IT Support Specialist with 20+ Years Experience
Resume:
IT Support Specialist
Jeffrey Olsen
Beavercreek, OH 937-***-**** *****.********@*****.***
Professional Summary
Dedicated IT Service Desk Analyst with 20+ years of experience providing Tier 1 and Tier 2 support in fast-paced environments. Skilled in troubleshooting hardware, software, and network issues while delivering excellent customer service. Proficient in ticketing systems and remote support.
10 yrs. of IT Manufacturing plant floor support experience. Able to translate technical information for nontechnical personnel and interact with all levels of staff. Strong communicator with a track record of reducing ticket resolution time and improving end-user satisfaction.
Key Skills
Windows IT support
Microsoft 365 administration
Remote IT support
Active Directory administration
Proficient in Azure services
Configuration of hardware devices and printers
DHCP and VPN troubleshooting
Experience with ServiceNow and Track-IT
Analyzing and troubleshooting network issues
Technical communication skills
Work History
IT Support Analyst (Contractor)
7-Eleven – Enon, OH
Apr 2024 – Aug 2025
Collaborated with network and systems teams to escalate and resolve complex issues.
Managed simultaneous connections to multiple stores and pieces of equipment with 7-Eleven proprietary applications
Provided Tier 2 support to Store analysts and prioritized the order in which repairs are made in order of emergency priority
Provided Tier 2 proprietary support to provide the best solution to resolve the underlying problem to bring equipment up to full functionality
Analyzing and troubleshooting network issues, including connectivity problems, slow performance
Creating/Resolving tickets using Service Now
IT Support Technican (Contractor)
Assurant - Springfield, OH
Oct 2023 – Dec 2023
Provided Tier 1&2 technical support to internal and external users
Imaging and deploying desktops/laptops
Windows support
Bomgar remote support
Creating/Resolving tickets using Service Now
Analyzing and troubleshooting network issues, including connectivity problems, slow performance
Configuration Analyst (Contractor)
Comcast – West Chester,OH
Sept 2023 – Oct 2023
Diagnose, test and confgure Fortigate and Cisco network devices
IT Support Specialist
GCG - Miamisburg, OH
May 2022 – Jan 2023
Provided Tier 1&2 technical support to internal and external users
Hardware imaging, deployment, and upgrades
Windows support
Forticlient VPN support
Bomgar remote support
Active Directory, Azure & Microsoft 365 Administration
Imaging and deploying desktops/laptops
Analyzing and troubleshooting network issues, including connectivity problems, slow performance
Creating/Resolving tickets using Service Now
IT Support Techincan
Topre – Springfiled, OH
Sep 2021 – Nov 2021
Provided Tier 1&2 technical support to internal and external users
Provided Tier 1 &2 technical support to Manufacturing Plant Floor personnel
Windows support
Configuration, installation and repair of computers and other office electronic.
Troubleshoot Intermex and Zebra barcode label printers and handheld scanners
Analyzing and troubleshooting network issues, including connectivity problems, slow performance
Active Directory and Rackspace administration
IT Customer Engineer (Contractor)
Synchrony Financial - Beavercreek, OH
Aug 2021 – Sept 2021
Provided Tier 1&2 technical support to internal and external users
Windows support
Active Directory administration
Analyzing and troubleshooting network issues, including connectivity problems, slow performance
IT Support Technician
Clopay - Troy, OH)
Jan 2021 – May 2021
Provided Tier 1&2 technical support to internal users
Provided Tier 1&2 technical support to Manufacturing Plant Floor technical support
Windows support
Creating/Resolving tickets using Service Now
Imaging and deploying desktops/laptops
Analyzing and troubleshooting network issues, including connectivity problems, slow performance
IT Technical Support (Contractor)
Multiple clients - Southwest Ohio
Jan 2019 – Dec 2020
Provided Tier 1&2 technical support to internal and external users
Windows support
Active Directory administration
Remote troubleshooting and VPN support
Analyzing and troubleshooting network issues, including connectivity problems, slow performance
Creating/Resolving tickets using Service Now and Track-IT
Desktop Support Technician (Contractor)
Honeywell - West Chester, OH
Sept 2018 – Dec 2018
Provided Tier 1&2 technical support to internal and external users
Provided Tier 1 &2 technical support to Manufacturing Plant Floor personnel
Windows support
Analyzing and troubleshooting network issues, including connectivity problems, slow performance
Kronos administration
Active Directory administration
VPN support
Caregiver -Self-employed
Beavercreek, OH
Nov 2017 - August 2018
Arrange medication on an easy-to -follow schedule and laid out to be taken.
Cooked meals and keep kitchen area clean.
Manage schedule and accompany to doctor's and other appointments.
Provide transportation for medical appointment and other errands.
Assist with daily living activities, including housekeeping.
IT Technical Support (Contractor)
Multiple clients – Southwest, OH
Jan 2016 – Dec 2018
Provided Tier 1&2 technical support to internal users
Provided Tier 1 &2 technical support to Manufacturing Plant Floor personnel
Windows support
Active Directory administration
Remote troubleshooting and VPN support
Analyzing and troubleshooting network issues, including connectivity problems, slow performance
Creating/Resolving tickets CRM and Track-IT
Desktop Service Technician (Contractor)
Red Roof Inn - Springfield, OH
Aug 2015 – Oct 2016
Provided Tier 1&2 technical support to internal and external users
Windows Support
Configuring and deploying workstations
Active Directory administration
Remote troubleshooting and VPN support
Analyzing and troubleshooting network issues, including connectivity problems, slow performance
Teamviewer remote support
Office 365 administration
3CX administration
IT Technical Support (Contractor)
Multiple clients – Southwest, OH
Jan 2010 – Dec 2015
Provided Tier 1&2 technical support to internal and external users
Provided Tier 1 &2 technical support to Manufacturing Plant Floor personnel
Windows support
Analyzing and troubleshooting network issues, including connectivity problems, slow performance
Remote troubleshooting and VPN support
Creating/Resolving tickets using Service Now and Track-IT
Education
Associates of Arts in Liberal Arts & Sciences
Sinclair Community College
1990
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