IT Support & Help Desk Specialist
Resume:
GIOVANI
ACEVEDO
I T P R O F F E S I O N A L
*******@*****.***
Medina, OH 44256
W O R K E X P E R I E N C E
P R O F I L E
Customer-focused IT professional with hands-on
experience supporting end users, troubleshooting
hardware, software, and basic networking issues, and working within managed IT environments. Strong
communicator with a service-first mindset, proven ability to resolve issues efficiently, document accurately, and support users under pressure. Seeking a Help Desk role where customer service, technical fundamentals, and continuous improvement matter.
Provide hands-on technical support by diagnosing and resolving hardware, software, and peripheral issues across large device volumes.
Image, configure, and audit systems using Blancco to ensure client and company standards are met before deployment.
Support system administration tasks within Azure,
Intune, and Active Directory, including device
management and troubleshooting user-related issues. Install and upgrade hardware components (RAM,
HDD/SSD, Wi Fi cards), resolving performance and
connectivity problems.
Used ticketing systems (ConnectWise) to document
issues, track resolutions, and communicate effectively with technicians and internal teams.
Coordinate inventory, device transfers, scrapping, and documentation to maintain accurate asset tracking. Collaborate with repair teams, warehouse staff, and management to streamline workflows and reduce
turnaround time.
Mentor and assist coworkers by explaining procedures, tools, and troubleshooting steps to maintain consistent service quality.
May 2024 to Present
Configuration Technician
MCPc, Inc.-Cleveland, OH
E D U C A T I O N
LORAIN ADMIRAL KING H.S
OBERLIN H.S
COURSERA
S K I L L S
Customer Service & User Support
Technical Troubleshooting
(Hardware, Software, Peripherals)
Ticketing Systems &
Documentation (ConnectWise)
Windows OS, Microsoft 365, Office
Active Directory, Azure, Intune,
SCCM
PC Imaging & Deployment
(Blancco)
Networking Fundamentals (Wi Fi,
NICs, connectivity issues)
Command Prompt & PowerShell
(basic)
Asset & Inventory Management
Training & Knowledge Sharing
Linux & macOS Fundamentals
C E R T I F I C A T E S
G o o g l e I T s u p p o r t
c e r t i f i c a t e
C o m p t i a A +
( i n p r o g r e s s )
Delivered high-volume inbound and outbound customer support, identifying issues, explaining solutions clearly, and guiding customers through decisions. Utilized consultative selling techniques to identify customer needs and match them with appropriate products or services
Built strong rapport with customers by actively listening, addressing concerns, and managing objections professionally.
Maintained detailed and accurate records in CRM systems, ensuring proper follow-ups and accountability.
Adapted communication style to different customer personalities, improving engagement and successful close rates.
Led loss recovery efforts that generated over $450,000 in recovered revenue while prioritizing customer satisfaction.
Coordinated with technicians to ensure service expectations and job requirements were clearly communicated and met.
Managed kitchen operations and staff performance to maintain high culinary standards. Supervised food safety, quality control, and inventory management. Trained and mentored kitchen staff on food prep, presentation, and sanitation practices. Managed inventory, scheduling, and workflows—skills directly transferable to IT operations and service desks.
Implemented process improvements to streamline prep work, workstation organization, and service speed.
Ensured accuracy and consistency in food preparation, portioning, and plating according to strict brand and culinary standards.
Engaged directly with guests at sushi bars, taking custom orders and providing high-level customer service.
Resolved customer concerns professionally and efficiently to maintain a positive dining experience.
Balanced multiple high-priority tasks in fast-paced environments while maintaining composure and precision.
Met tight service deadlines during peak hours through strategic task prioritization and strong organizational skills.
10 Years of Experience
Twiisted, Project Sushi, Basil Asian Bistro, Kintaro, Sakura, Big Eye Sushi Feb. 2023 - March 2024
Loss Recover Sales Representative
PERFECT POWER WASH
EXECUTIVE SUSHI CHEF
REFERENCES AND PROJECTS AVAILABLE UPON REQUEST
Contact this candidate