Remote IT Support Specialist - Tier 2 Experience

GABRIEL CARSON

Remote IT Support Specialist Tier 2 Service Desk 6+ Years Experience

Blue Mountain, MS 38610 904-***-**** **************@*****.*** PROFESSIONAL SUMMARY

Tier 2 Technical Support professional with over 6 years of experience providing remote and enterprise-level IT support. Strong background in Windows environments, Active Directory, SCCM, Azure/Intune, and modern ticketing systems including ServiceNow, Jira, Salesforce, and HubSpot. Known for clear communication, efficient troubleshooting, and effective escalation management. Actively pursuing CompTIA A+ certification to formalize an already proven technical foundation.

TECHNICAL SKILLS

Operating Systems: Windows 7–11, macOS

Tools & Platforms: Active Directory, Active Directory Manager, Azure tools, Intune, CMD, SCCM, PowerShell, ServiceNow, Jira, HubSpot, Salesforce, Zoom, Bomgar, Azure, AnyDesk, LogMeIn Networking: DNS, DHCP, TCP/IP, VPN setup and troubleshooting Support Tools: GoToAssist, HubSpot, Avaya, NICE, AnyDesk, LogMeIn Applications: Office 365, Azure (basic)

CERTIFICATIONS & TRAINING

ITIL Foundations v4 (Expired — Knowledge Retained) CompTIA A+ (Exam Scheduled)

CompTIA Network+ / Security+ (Training Completed)

PROFESSIONAL EXPERIENCE

Assurant — Technical Support Specialist (Tier 1/2) Remote December 2024 – Present

• Used Salesforce to document, track, and manage incident lifecycles for customer technical issues.

• Provided troubleshooting across computers, TVs, IoT devices, printers, mobile devices, accessories, and connectivity problems.

• Supported VPN, internet, software, and hardware troubleshooting; verified device security and signs of compromise.

• Performed malware removal, virus scans, and device hardening/cleanup to restore secure operation.

• Created tickets for device repair or replacement when hardware failures were confirmed.

• Used LogMeIn and approved external applications to remotely view and assist customer devices. eHealth — Technical Support Analyst (Tier 2, Contract) Remote October 2024 – December 2024

• Provided Tier 2 troubleshooting for internal employees across authentication, endpoint, and enterprise application issues.

• Supported Okta SSO, Jabber, NICE, Salesforce, virtual machines, and endpoint encryption (BitLocker keys/recovery).

• Troubleshot Citrix Workspace, Zscaler, VPN connectivity, permissions/access, and hardware peripherals (camera, microphone, etc.).

• Created and managed tickets in Jira and coordinated hardware replacements when needed.

• Used tools including Okta Admin, Azure Intune, Active Directory Manager, AnyDesk, and PDQ for endpoint support and software deployment.

Class Valuation — Technical Support Specialist

Remote January 2024 – July 2025

• Provided advanced troubleshooting for application and OS issues using remote tools (Bomgar, Zoom, HubSpot, Salesforce, Azure).

• Diagnosed issues involving graphics drivers, DNS, error messages, and application bugs; documented findings and reproduction steps.

• Supported Windows 7–11 systems and iOS mobile applications.

• Used Salesforce, HubSpot, Jira, and Azure to manage tickets and report defects to development teams.

• Collaborated directly with developers to provide feedback, validate fixes, and suggest improvements based on user impact.

Gainwell Technologies — Service Desk Analyst

Remote February 2022 – September 2023

• Handled incoming ServiceNow tickets; corrected misrouted requests and ensured accurate categorization and routing.

• Created and managed tickets across voice/email/chat channels using Avaya, Outlook, and ServiceNow.

• Participated in triage calls via Microsoft Teams for critical incidents and high-priority outages.

• Supported enterprise incidents and collaborated with server/infrastructure teams to identify root causes and restore services.

Northrop Grumman — IT Support Technician

On-site May 2021 – January 2022

• Set up, imaged, repaired, and deployed machines for new hires and existing users.

• Used SCCM and PowerShell to support provisioning, patching, and system maintenance tasks.

• Managed Active Directory user access and multi-factor authentication (MFA) configuration.

• Handled hardware returns, system decommissioning, and workspace/network setup support. MaxxSouth Broadband — Help Desk Analyst

February 2021 – January 2022

• Resolved technical issues for internet, TV, phone, and network services.

• Dispatched field technicians and managed outage escalations to restore service quickly.

• Assisted with billing and payments while promoting service upgrades when appropriate. Enterprise Integration — Service Desk Analyst (Contract) June 2020 – July 2020

• Provided support for MFA access and password resets.

• Troubleshot Active Directory account issues and completed firmware/patch installs as required. Genpact — Data Analyst

September 2018 – April 2019

• Ran SQL queries for customer data processing and internal reporting.

• Cleaned and analyzed datasets for evaluation teams and delivered recurring monthly reports. Convergys — Help Desk Technician (Apple Account, Tier 3) December 2017 – September 2018

• Supported Apple devices including iPhone, macOS systems, and tablets.

• Promoted from Tier 1 to Tier 3 based on performance and advanced resolution rate.

• Provided education and guidance to customers on device use and troubleshooting best practices. EDUCATION

Florida Youth Challenge Academy — High School Diploma Camp Blanding, FL Graduated 2016

Military-structured leadership and discipline training • Food Safety Certification LeaderQuest Trade School

January 2020 – March 2020

Completed training for CompTIA A+, Network+, Security+ • ITIL Foundations v4 coursework

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