Aspiring Cybersecurity IT Support Specialist

ZACHARY WILLIS

[404-***-****] **********@*****.***

Education

Florida State University – Tallahassee, FL (Cybersecurity) Expected: May 2026 Tallahassee State College – Tallahassee, FL (AA) May 2024 Experience

Information Technology Help Desk FSU - Part time Jun 2025 - Present

• Troubleshot hardware, software, and network issues for students and staff, resolving 95% of requests on first contact

• Resolved 20+ IT support tickets daily via phone, email, and walk-ins using help desk systems

• Set up and maintained 100+ computers, printers, peripherals, and classroom technology across campus

• Followed cybersecurity protocols for user account access and data protection, reducing login-related issues by 30%

• Documented solutions and procedures, cutting repeat tickets and improving team efficiency by 15% IT Support Assistant Intern, CW Design – Tallahassee, FL May 2022 – Present

• Set up and maintained computers, software, and Wi-Fi systems

• Troubleshot hardware, software, and network issues to reduce downtime

• Organized files, backups, and basic cybersecurity measures

• Built simple digital tools (spreadsheets, client systems) to improve workflows Sales Associate, Hibbett sports - Lakeland, Fl Mar 2022 - June 2022

• Delivered excellent customer service to 50+ customers daily using active listening, empathy, and clear communication

• Resolved customer issues with a 90% satisfaction rate through problem-solving, conflict resolution, and professionalism

• Adapted to changing priorities and fast-paced environments, consistently meeting deadlines and maintaining high performance during peak hours

• Upsold products and services, increasing sales by 15–20% through product knowledge, critical thinking, and persuasive communication

Skills

• Technical Support: Able to fix computer problems and help others with tech issues.

• Operating Systems: Experience with Windows and Mac computers.

• Cybersecurity Basics: Learning about antivirus programs and how to keep data safe.

• Social Media: Familiar with managing and posting on platforms like Facebook, Twitter, and Instagram.

• Software: Comfortable using Microsoft Office and other basic software tools.

• Certs: Pursuing Sec+

Contact this candidate