Entry-Level IT Technician and Help Desk Specialist

KELSEY HOUSTON

IT Technician Help Desk Support

Phone: 754-***-**** Email: **************@*****.*** PROFILE

Entry-level IT Technician with a foundation in hardware and software troubleshooting, technical support, and system documentation. Currently pursuing a Master’s degree in IT Management (MSIT) and seeking an entry-level IT or Help Desk role to gain hands-on experience and grow within the IT field. EDUCATION & CERTIFICATIONS

• Master of Science in IT Management (MSIT) — Western Governors University (In Progress)

• CompTIA A+ 1102 — Passed (Preparing for 1201 & 1202)

• ITIL Foundation Certification

• Bachelor of Arts in Political Science — Johnson C. Smith University (2020) EXPERIENCE

IT / Computer Analyst (SEO & Systems Support) — Holistics Ave. LLC (2020–2021)

• Provided technical support and troubleshooting for internal applications

• Created and maintained a knowledge base for recurring system issues

• Assisted in performance monitoring and system optimization

• Collaborated with project managers on workflow improvements UX Designer / Technical Documentation Specialist — Aura87 Co. (2022–2024)

• Created technical documentation and system specifications

• Collaborated with developers in Agile environments

• Improved system usability, reducing user errors by 30% Operations & Systems Support Associate — USPS (2018–2021)

• Maintained accuracy using internal tracking and data systems

• Followed security and compliance procedures for sensitive information

• Improved operational workflows and customer satisfaction HELP DESK & IT SUPPORT SKILLS

• Hardware & Software Troubleshooting (CompTIA A+)

• Windows & macOS Operating Systems

• Basic Networking & TCP/IP

• Ticketing Systems & Incident Management

• ITIL Framework & Best Practices

• Technical Documentation & Knowledge Base Management

• Customer Service & Issue Resolution

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