IT Support & Operations Specialist - 2+ yrs Experience

ROBERT OLMSTEAD

Petaluma, CA • 707-***-**** • ******.********.********@*****.*** •

https://www.linkedin.com/in/robertaolmstead/ • https://github.com/RobOlm

PROFESSIONAL SUMMARY

IT Support and Technical Operations professional with 2+ years of experience supporting internal systems, troubleshooting hardware/software issues, and managing user workflows. Skilled in helpdesk support, ticketing systems, account management, data analysis, and documentation. Experienced with Microsoft Office, Google Workspace, CRM/ticketing systems, and SQL/Python for data-driven problem solving. Known for fast issue resolution, clear communication, and improving operational efficiency in fast-paced environments.

CORE COMPETENCIES

● Technical & System Support: Helpdesk support, ticket queue management, SLA adherence, troubleshooting hardware/software issues, macOS & Windows user support, system navigation, remote support tools, remote troubleshooting

● IT Operations & Support: Incident management, ticket prioritization, root cause analysis, escalation support

● Account & Access Management: User onboarding/offboarding, password resets, account provisioning, access control support

● Customer Service & Technical Support: Resolving technical and account-related issues, responding to inquiries, maintaining positive user experiences

● Data Entry & Documentation Management: Data validation, reporting, spreadsheet management, SOP creation, knowledge base documentation

● Process & Workflow Support: Task tracking, workflow optimization, cross-functional coordination, project support

● Technical Tools & Professional Skills: MS Office Suite, Google Workspace, CRM/ticketing systems (Zendesk/Jira-style), SQL (basic queries), Python (data analysis), Chrome DevTools (basic), strong communication

PROFESSIONAL EXPERIENCE

IT & Customer Support Specialist / Assistant Manager Metro Hotel & Café – Petaluma, CA

August 2022 – May 2024

● Provided day-to-day IT support for 10+ staff, troubleshooting hardware, software, and account-related issues, reducing downtime and improving response times by ~20%

● Acted as primary helpdesk contact, managing and resolving daily technical requests across 3+ business-critical systems with high first-response resolution and minimal escalation

● Managed user accounts and system access for 10+ users, including onboarding/offboarding and resolving login/access issues

● Diagnosed and resolved issues across booking, POS, and internal systems, ROBERT OLMSTEAD

Petaluma, CA • 707-***-**** • ******.********.********@*****.*** • https://www.linkedin.com/in/robertaolmstead/ • https://github.com/RobOlm

minimizing disruptions to daily operations

● Documented frequent recurring issues and solutions, contributing to internal knowledge base and reducing repeat support requests by ~15%

● Developed and maintained SOPs, technical documentation, and training materials to standardize workflows and improve team efficiency

● Trained 8+ team members on system usage, improving onboarding efficiency and reducing repeat technical issues

● Performed data entry and validation across operational systems, ensuring high data accuracy for reporting

● Conducted system audits to identify inefficiencies and improve uptime and operational performance

● Coordinated with external vendors to resolve system issues and maintain service reliability

Independent Contractor / Personal Sabbatical

Petaluma, CA

January 2020 – July 2022

● Developed a structured learning plan to master key data science tools and techniques, including exploratory data analysis and basic machine learning models.

● Conducted self-guided research in data analysis, financial modeling, and user analytics, completing 300+ hours of certified coursework.

● Applied Python and SQL to 3 data analysis projects involving stock valuation, KPI analysis, and report automation over 2 months

● Researched and built foundational knowledge in algorithmic trading, stock valuation, and data-driven analysis.

EDUCATION

● Associate of General Studies - September 2019 – Present Santa Rosa Junior College – Petaluma, CA

● High School Diploma - June 2019

Technology High School, Rohnert Park, CA

CERTIFICATIONS

● Data Analysis with Python – FreeCodeCamp (~300 hours)

● Google Data Analytics Professional Certificate – Coursera (In Progress)

ADDITIONAL TOOLS & EXPOSURE

Active Directory (basic), Azure AD (basic), remote desktop tools, VPN tools, command line

(basic), Git/GitHub, Tableau/Power BI, Zoom

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