Remote IT Support Specialist with 10+ Years Experience

RAYMOND ELMS

Austin, TX • 512-***-**** • ***********@******.***

PROFESSIONAL SUMMARY

Remote IT Support Specialist with 10+ years of Tier I/II troubleshooting experience for enterprise and venue Award-winning customer service professional with proven success resolving network, Wi-Fi, and device issu and onsite. Strong team collaborator who improves workflows, mentors users through technical steps, and m case documentation quality. Dedicated, adaptable, and eager to expand technical skillsets to support organiz TECHNICAL SKILLS

• Remote Troubleshooting: Desktop, network/Wi-Fi, authentication, VPN

• Ticketing Systems: Multi-platform experience (documentation, escalation, closure)

• Remote Access: Device resets, system checks, guided troubleshooting

• Systems & Collaboration: Microsoft Teams, Zoom, MS Office, Visio, Lotus Notes

• Account Management: Windows environments, Microsoft 365, Active Directory

• QA & Calibration: Hardware testing, documentation, internal audits CUSTOMER SERVICE STRENGTHS

• Award-winning service performance

• Clear and patient technical communication

• Team-oriented, proactive improvement mindset

• Conflict de-escalation and relationship-building PROFESSIONAL EXPERIENCE

AT&T — Tier II Support Specialist

Austin, TX July 2010 – Feb 2025

• Provided remote support for 2+ years during COVID, later switching to hybrid operations

• Resolved Wi-Fi and system access issues for large-scale venue support

• Conducted remote troubleshooting including resets and layered diagnostics

• Guided customers step-by-step through physical connection and configuration checks

• Documented cases across multiple ticketing systems to ensure accurate tracking

• Collaborated via Teams/Zoom to solve escalated cases

• 2017 AT&T Customer Service Award recipient

• Consistently recognized for going above expectations and improving workflow processes Unisys Technical Services — Desktop Support Technician Austin, TX Feb 2008 – 2010

• Delivered L1/L2 support for Microsoft applications for enterprise customers

• Managed Active Directory and Novell access and security adjustments

• Contributed to training and coaching new team members

• Maintained strong customer satisfaction and first-call resolution National Instruments — Calibration & Imaging Specialist Austin, TX 1994 – 2008

• Calibrated electronic test hardware and audited final products for accuracy

• Built and configured test stations including drivers and software installation

• Supported manufacturing teams by documenting issues and collaborating on improvements EDUCATION

Associates Degree — Computer Network Systems

ITT Technical Institute, Austin, TX Graduated March 2008 ADDITIONAL ATTRIBUTES

• Highly motivated & eager to learn new technologies

• Strong team player

• References available upon request

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