TECHNICAL SUPPORT Specialist with IT Expertise

TECHNICAL SERVICE REPRESENTATIVE / IT SUPPORT

Customer-focused IT professional with 5+ years of experience providing Tier 1/Tier 2 technical support in fast-paced environments. Strong background in remote troubleshooting hardware, software, applications, Microsoft 365, and connectivity issues via phone, email, and ticketing systems while delivering high-quality customer service. Experienced in Active Directory account management, VPN support, SLA driven ticket documentation, first-call resolution, and escalation procedures.

CompTIA CySA+, A+ & Security+ certified.

CORE COMPETENCIES

Tier 1 Technical Support (Phone, Chat, Email, Portal)

Call Center & Service Desk Operations

Incident Management & Ticket Documentation (ServiceNow)

Remote/WFH Readiness

Active Directory Management

First Call Resolution (FCR)

Microsoft 365 Support

SLA Compliance & Priority Assignment

VPN & Network Connectivity Support

Application & Browser Troubleshooting

Hardware & Software Support

Account Access & Password Resets

Knowledge Base & SOP Adherence

Escalation Procedures

Customer Service Excellence

Quality Assurance

Bilingual End-User Support (English/Spanish)

PROFESSIONAL EXPERIENCE

U.S. Army Information Technology Specialist August 2020 – February 2026

Provided Tier 1 and Tier 2 technical support to 150+ end users in fast-paced environments via remote tools, phone and in person.

Served as the first point of contact for technical issues, resolving 20-35+ tickets weekly involving common applications, browser, hardware, software, and connectivity problems.

Logged, tracked, and updated incidents and service requests in ServiceNow with 95% documentation accuracy.

Achieved high first-call resolution rates while consistently meeting SLA response and resolution targets.

Assigned ticket priorities and escalated complex issues following established SOPs and escalation paths.

Supported account access requests, password resets, Active Directory management, Microsoft 365 issues, and VPN connectivity.

Followed knowledge articles, security guidelines, and standard operating procedures to ensure compliance.

Maintained strict compliance with security standards while handling sensitive data.

Consistently met productivity, quality assurance, and response-time benchmarks in high volume environments.

EDUCATION

MyComputerCareer Cyber Warrior Program Nov 2025- Feb 2026

400+ Hours of hands-on IT training and labs.

CompTIA A+ CompTIA Security+ CompTIA CySA+

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