IT Support Specialist with Desktop Expertise

Objective

Highly skilled IT professional with excellent listening, written, and verbal communication skills.

Demonstrated proficiency in desktop support, particularly with Windows systems. Proven ability to

thrive in remote positions and effectively read and interpret technical manuals and procedural

documentation. Available for on-call after hours, weekends and holidays.

Experience

Spectrum 05/2017 to 12/2025 Columbus, Ohio

PAC Coordinator (01/2022 – 12/2025)

Reviewed port-in and port-out requests; confirmed whether the request is valid or not; processed the valid requests and notated the invalid ones

Provided support to internal and external users on a variety of issues

Responded to tickets, emails, and other requests in a timely manner

Rep 1, Cust Svc Internet/Voice (05/2017 – 01/2022)

Mentor new hires during training to help them better understand and do the job of tech support

Address incoming phone calls from customers that need help with their services

Troubleshot technical problems with internet connection, home networking connection, security software, phone connection and Spectrum TV app

Created and updated knowledgebase articles

McGraw-Hill 08/2016 to 04/2017 Columbus, Ohio

Digital Technician Support

Provided technical support to teachers, parents, and students with online McGraw-Hill materials

Configured security settings or access permissions for groups or individuals

Analyzed information and used tools to address work-related issues and problems

Installed and performed minor repairs to hardware, software, or peripheral equipment, following design or installation specifications

Responded to tickets, emails, and other requests in a timely manner.

Verizon 09/2015 to 07/2016 Columbus, Ohio

Tier II Technician Support

Provided real-time support to everyday users

Resolved customer complaints and concerns

Displayed courtesy and strong interpersonal skills with all customer interactions

Assisted customers with technical issues via email, and telephone

Education

Manchester Memorial High School 09/1984 to 05/1988

College Prep Courses Graduated

Southern New Hampshire University 11/2020 to 09/2022

Major in Cyber Security Graduated

Bachelor’s Degree of Science: Cyber Security

Military History: United States Army - Honorable Discharge

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