Technical Support Representative - Customer & IT Support

ANDRES GARCES

Technical Support Representative Customer & IT Support

Woodbridge, VA (Remote) · *******@******.***.*** · 703-***-****

PROFESSIONAL SUMMARY

Technical support professional with hands-on experience resolving hardware, software, and account issues for end users in fast-paced remote and hybrid environments. Comfortable communicating clearly with both technical and non-technical users via phone, email, and chat, documenting support cases accurately, and following established troubleshooting procedures. Dependable, detail-oriented, and solution-focused, with a track record of maintaining strong customer service standards while working independently in a fully remote setting.

CORE SKILLS

•Customer and employee technical support — phone, email, and chat

•Hardware, software, and application troubleshooting

•Password resets, account access, and user account management

•Support case documentation and accurate record-keeping

•Microsoft Windows, Microsoft Office, and cloud platform proficiency (Google Workspace, M365)

•Ticket monitoring, escalation, and timely follow-up

•Strong written and verbal communication skills

•Effective working independently in a fully remote environment

WORK HISTORY

System Administrator Cinteot

03/2026 – 05/2026 • Remote

•Responded to technical support requests, troubleshooting system and configuration issues

•Documented all interactions and resolutions, maintaining accurate records

•Followed established procedures to resolve issues efficiently and minimize disruption

System Administrator Leidos

04/2022 – 03/2026 • Hybrid/Remote

•Supported end users across a mixed Windows and Linux environment — resolving access, permissions, and technical issues

•Maintained clear documentation of technical fixes and workarounds to support consistency and future troubleshooting

•Communicated technical issues clearly to both technical and non-technical stakeholders

•Administered account provisioning, password resets, and access requests across Microsoft 365 and Active Directory

•Handled inbound support requests via phone, email, and chat — triaging by urgency and resolving at first contact where possible

Senior Technical Administrator Apex Systems (DoD Pentagon)

08/2019 – 04/2022 • Hybrid/Remote

•Provided technical support across the full help desk lifecycle, including escalations and high-volume ticket handling for DoD end users

•Delivered premier support for VIP customers on both classified and unclassified networks using ServiceNow, ServiceManager, and Remedy ticketing systems

•Maintained accurate ITSM records, ensuring proper capture, routing, tracking, and closure of all service requests and incidents

•Communicated technical solutions clearly to both technical and non-technical stakeholders, collecting user feedback to drive service improvements

Mid IT Specialist Apex Systems (DoD Pentagon)

08/2018 – 08/2019 • Hybrid/Remote

•Resolved hardware issues by replacing components such as motherboards, RAM, CPUs, monitors, and peripherals for end users

•Troubleshot VPN connectivity issues to enable secure remote access for local and international users

•Supported SharePoint document access, permissions, and collaboration features at a fundamental level

•Resolved a wide range of technical issues across multiple systems and applications for users across various time zones

CERTIFICATIONS

CompTIA CASP+ CompTIA Security+

Amazon Web Services Cloud Practitioner (AWS)

EDUCATION

Master of Science, Computer and Information Systems — Georgia Institute of Technology (Expected 08/2026)

Bachelor of Science, Information Systems — Virginia Commonwealth University (2021)

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