Senior IT Support & Automation Specialist

KRYSTLE SANDERS

+1-312-***-**** ***************@*****.*** Chicago, IL, USA linkedin.com/in/krystleasanders PROFESSIONAL SUMMARY

Tech-savvy service desk support specialist with over 7 years of experience in providing Tier 2 and 3 technical support. Proficient in troubleshooting LAN connectivity, Windows, and macOS systems, and automating processes with PowerShell. Boosted team efficiency by 30% through PowerShell scripting and automation. EDUCATION

Western Governors University March 2023 - December 2027 Bachelor's, Cybersecurity and Assurance

Northern Michigan University September 2003 - December 2006 Bachelor's, Information Systems

CERTIFICATIONS

CompTIA Network+ 2026 (expected)

CompTIA Security+ 2026 (expected)

ITIL 4 Foundation Certificate in IT Service Management 2025 GIAC Foundational Cybersecurity Technologies (GFACT) 2024, CompTIA A+ 2013, 2024

AZ-900: Microsoft Azure Fundamentals 2022

isc2 Certified in Cybersecurity 2022 2013

HDI Customer Service Representative Certification, 2013 SKILLS

Skills: Computer Networking, PowerShell, Linux/Unix, Microsoft Azure, Python, Operations Research Languages: French, Japanese

PROFESSIONAL EXPERIENCE

State of Illinois Des Plaines, IL, USA

Computer Support Technician (Information Services Specialist II, Opt. C) - UMP July 2024 - Present

• Was Information Services Specialist I, Opt C for one year, Promoted July 2025

• Key Responsibilities and Accomplishments:

• Streamlined Software Deployment: Reduced software deployment time by 40% by implementing automated deployment tools (MSI scripts, SCCM, Lite-Touch procedures), ensuring faster and more efficient software distribution across the state.

• Network Configuration & Security: Enhanced network security and performance by configuring and connecting personal computer systems to the network, ensuring seamless connectivity for end-users, and aligning with state security protocols.

• Incident Response and Downtime Reduction: Improved incident response efficiency by diagnosing and resolving technical issues statewide, reducing system downtime and enhancing the overall user experience for state employees.

• Collaboration on Security Compliance: Collaborated with senior analysts to configure, test, and maintain desktop and laptop systems and peripherals, ensuring compliance with state and federal security standards.

• Service Management and Reporting: Maintained and updated service management systems, ensuring accurate documentation of support activities and enhancing reporting accuracy for improved decision-making. Ipsos Chicago, IL, USA

Senior Service Desk Support Specialist May 2015 - June 2024

• Previously was Service Desk Specialist, Promoted

• Key Responsibilities and Accomplishments:

• SOX Compliance and ISO Certification: Supported efforts to achieve ISO Certification for North America by ensuring compliance with SOX regulations, maintaining necessary documentation, and following regulatory standards.

• Device Management and Security: Led the replacement of Bitlocker on all eligible corporate devices and oversaw the enrollment of devices in Intune, strengthening the organization’s endpoint security and device management practices.

• Automation for Efficiency: Increased technical support process efficiency by 30% through PowerShell scripting and automation, streamlining support workflows and reducing manual tasks.

• Support KPIs Achievement: Consistently maintained high IT service KPIs by achieving a 95% response time and 90% resolution time, meeting or exceeding the organization's OLAs.

• System Troubleshooting and User Communication: Troubleshot operating systems including Windows 10 and macOS, implemented standard machine naming conventions,

BP Chicago, IL, USA

Service Desk Analyst October 2014 - December 2014

• Key Responsibilities and Accomplishments:

• Incident Resolution Efficiency: Enhanced incident resolution efficiency by 20% by escalating complex technical issues to specialized teams, maintaining a customer service rating above 95%.

• Customer Satisfaction and Technical Support: Achieved a 98% customer satisfaction rate by troubleshooting and resolving over 150 technical issues related to Windows and Office applications, including LAN connectivity issues in a TCP/IP environment.

• Root Cause Analysis: Reduced recurring incidents by 15% through detailed root cause analysis and implementation of long-term solutions to Windows and Office issues.

• Ticketing System Accuracy: Ensured 100% ticket accuracy for over 200 incidents by documenting and tracking all tickets in the Remedy ticketing system, improving data reliability and facilitating reporting.

• Technical Communication: Effectively communicated technical solutions to users via both verbal and written communication, ensuring clarity and enhancing end-user understanding of the resolution process. Office Depot Itasca, IL, USA

Service Desk Analyst February 2013 - September 2014

• Key Responsibilities and Accomplishments:

• System Installation and Configuration: Ensured 100% operational efficiency by installing and configuring Windows 7 and XP on 300+ desktop computers, contributing to robust endpoint protection and minimal system downtime.

• Network Uptime and Issue Resolution: Achieved 99% network uptime by resolving over 250 desktop PC connectivity issues, ensuring uninterrupted access to critical business applications.

• Team Productivity Improvement: Improved team productivity by 25% through efficient installation and configuration of site-specific software applications, aligning with corporate security standards.

• Office Relocation Support: Coordinated and executed the physical relocation of PC equipment for 10+ office moves, achieving a 100% success rate and ensuring compliance with corporate security protocols during the relocation process.

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