IT Help Desk Specialist with HR Support Experience

Anthony Amis I.T Help Desk Specialist/Human Resources

Poughkeepsie, NY 646-***-**** *************@*****.*** LinkedIn Profile Professional Summary

Dedicated IT Help Desk Specialist with extensive experience in Tier 1 and Level 2 technical support within Managed Service Provider (MSP) environments. Proven track record of managing high-volume ticketing systems

(Jira, ServiceNow) and delivering exceptional client satisfaction through remote support and hardware configuration, with enhanced technical expertise in network infrastructure and software troubleshooting. Skills & Certifications

● Certifications: CompTIA A+, CompTIA Network+.

● Help Desk Tools: Jira Service Management, ServiceNow, BeyondTrust, Microsoft Office 365, Google Workspace, UKG, Workday.

● Technical Skills: Cloud Computing, Hardware Configuration, Software Troubleshooting, VMWare, Cisco VPN, Duo Mobile.

● Operating Systems: Windows 10/11, Mac OS, Linux, Chrome OS.

● Programming: PowerShell, HTML, CSS, JavaScript, C++.

● Communication: Microsoft Teams, Slack, Zoom, NEC MLC Softphone. Professional Experience

TEKsystems New York, NY

Help Desk Support (Contractor) 11/2024 – 02/2025

● Provided Level 1-2 support for an MSP partnered with the University of Rochester, resolving 25+ weekly tickets via Jira Service Management.

● Evaluated 50+ payroll and benefits tickets during peak seasons while consistently surpassing SLA expectations.

● Guided clients through HR platforms (UKG, Workday) and utilized BeyondTrust for remote troubleshooting, achieving 100% satisfaction.

Nagarro Inc. New York, NY

Associate Engineer / Help Desk (Contract) 10/2021 – 08/2023

● Delivered Tier 1 desktop support, including the setup of 20+ workstations and software troubleshooting to maintain network uptime.

● Leveraged ServiceNow and ITIL best practices to manage support requests and communicate with DOE representatives.

● Collaborated on a Department of Education project that successfully reduced a backlog of over 40,000 support requests.

Macaulay Honors College (CUNY) New York, NY

Employer Relations Associate 09/2014 – 03/2021

● Managed recruitment platforms on Handshake, resulting in a 60% increase in event participation.

● Served as a departmental liaison to improve team efficiency and communication through Slack and Google Workspace.

● Coordinated communication between employees and management, establishing streamlined reporting channels for issue resolution and process improvement. Education

● B.S. in Computer Science John Jay College of Criminal Justice 2023 – 2025

● IT Support/A+ Program Per Scholas 2024

● A.S. in Computer Graphics Borough of Manhattan Community College 2021 – 2023

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