Technical Support Specialist with IT Proficiency

Steven Ho

Dedham, MA *****

857-***-**** - ***********@*****.***

Professional Summary

Skilled multitasker with superior work ethic and good teamwork ability, problem-solving and organizational skills. Willing to take on any task to help the team. Reliable and dedicated team player with hardworking and resourceful approach.

Skills

Microsoft 365, Microsoft Entra ID, ServiceNow, Zendesk, MS Intune

Network Security (Firewalls, VPN)

Windows Server 2016 & 2019, Windows 10, Windows 11, Mac OS

PowerShell, VMWare, Linux, DHCP, DNS, Group Policy, Bash/Shell Scripting, Azure Active Directory

Python & SQL

Problem-Solving

Ability to work in Team Environments

Remote desktop Support

Work History

06/2022-05/2025

01/2021-06/2022

Technical Support Analyst

UMass Boston – Boston, United States

Provide Tier 2 support across desktops, network, and cloud environments (Windows, MacOS, M365, Azure, Intune).

Deploy and configure desktops and laptops using imaging tools and maintaining accuracy of inventory.

Troubleshoot application issues, system errors and support ticket resolution

Provide technical guidance to other members of the team

Project manages software/hardware rollouts

Help Desk Specialist

UMass Boston – Boston, United States

Provide Tier 1 level technical support to students and faculty with hardware, software and network issues

Respond to users inquiries via phone, email or chat in a professional and courteous manner

Support the deployment of software releases, patches and system upgrades

Handle service requests including password resets, software installation and system access provisioning.

06/2015 to 08/2017

Pharmacy Technician

CVS Pharmacy – Boston, United States

Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.

Improved patient satisfaction by efficiently processing prescriptions and managing inventory in a timely manner.

Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.

Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.

Education

Bachelor of Science: Information Technology, May 2025

Track: System Administration

University of Massachusetts - Boston - Boston, MA

Dean's List 2023 Fall

AANAPISI Scholarship Recipient

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