Technical Support & Software Engineering Intern Resume

Richard Hocking

Relative Experience

Software Engineer Intern

Allium Engineering

Mar 2025 – August 2025

-Trained employees on tools and workflows, effectively presenting technical concepts.

-Automated repetitive processes to improve operational efficiency and business performance.

-Collaborated with cross-functional teams to deliver solutions aligned with company goals.

-Documented technical procedures and troubleshooting steps to improve team knowledge.

Tier II Tech Support

GuideIT

Sep. 2024 – May. 2025

-Resolved user-access issues via Active Directory and Azure.

-Diagnosed and troubleshooted hardware/software and network-related issues in a remote environment.

-Documented findings in Service Now and Jira ticketing systems.

-Provided escalation support, ensuring the timely

resolution of complex technical problems.

-Assisted users with system configurations, account setup, and software troubleshooting.

Tier I Tech Support

University of North Texas - College of Music

Aug. 2023 – Jun. 2025

-Frontline technical support for computers, mobile devices, and software applications.

-Trained new employees on technical troubleshooting procedures and customer service.

-Collaborated with repair technicians to resolve complex hardware and software issues.

Repair Technician

UBreakIFix

Jan. 2021 – Jun. 2023

-Diagnosed and repaired hardware/software-related issues on laptops, desktops, and mobile devices.

-Delivered high-quality customer support and repairs in a fast-paced environment.

EDUCATION

B.S. - Computer Science

Western Governors University

Fall 2026

Remote, Utah

Associate of Science

Northeast Lakeview Community College

Fall 2016 - Spring 2020

Universal City, TX

Certifications/Awards

-Eagle Scout

-FreeCodeCamp Responsive Web Design

-Comptia A+

-Comptia Security+

Technical Skills

-AWS - Cloud

-Microsoft Azure

-Active Directory

-Service Now and Jira

-Remoting into devices

-Windows and Apple products

-Documentation and communication

Programming Languages

-Python

-Java & React

-C#

-C++

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