Medication Delivery

MINKAILU TIMBO

IT Service Desk Technician Tier *

Houston, TX 240-***-**** *********@***.***

PROFESSIONAL SUMMARY

IT Service Desk Technician with 2+ years of Tier 1 Support experience troubleshooting

Windows/macOS systems, Microsoft 365, Active Directory, MFA, and

hardware/software issues. Proven ability to resolve high-volume tickets, document

thoroughly, and guide users with clear communication. Brings strong customer service,

remote support skills, and a growth-focused mindset suited for MSP environments.

CORE COMPETENCIES

Windows & macOS Troubleshooting ? Microsoft 365 Administration ? Active Directory ?

Password Resets & MFA Support ? PC, Laptop & Printer Support ? Hardware Repair &

Replacement ? Device Setup & Configuration ? Network Connectivity & VPN Support ?

Ticketing Systems ? Remote Support Tools ? Documentation & Knowledgebase Updates

? Customer Service & User Training ? Onboarding & Offboarding Support

PROFESSIONAL EXPERIENCE

Sheehy Auto Stores Help Desk Specialist 2024 ? Present

? Resolve 40-60 inbound support requests daily via phone, email, and ticketing

systems.

? Troubleshoot PCs, printers, Microsoft 365 apps, and network connectivity issues.

? Perform password resets, MFA assistance, and account access troubleshooting

using Active Directory and M365 admin tools.

? Maintain 70% first-contact resolution rate by guiding users through clear

troubleshooting steps.

? Manage 20-30 open tickets simultaneously, ensuring accurate documentation and

timely updates.

? Support hardware setup, basic repairs, and peripheral replacements for end users.

? Maintain 100% documentation compliance, improving visibility for Tier 2/3 teams.

? Contribute to a 20% reduction in repeat tickets by educating users and improving

troubleshooting clarity.

Sheehy Toyota of Laurel Product Specialist 2021 ? 2024

? Explained technology features, connectivity options, and device-related functions to

buyers.

? Delivered clear, step-by-step guidance to users, strengthening communication and

troubleshooting skills.

? Maintained organized records of customer interactions, follow-ups, and issue

resolutions.

? Collaborated with cross-functional teams to ensure smooth onboarding of new

systems and tools.

? Demonstrated strong problem-solving and customer-service abilities in high-volume

environments.

Koons of Silver Spring Mazda Product Specialist 2019 ? 2021

? Educated customers on technology systems, connectivity features, and device

integrations.

? Managed high volumes of inquiries while maintaining accurate documentation and

follow-up discipline.

? Demonstrated strong diagnostic thinking by identifying user needs and resolving

issues quickly.

? Coordinated with service and management teams to ensure accurate information

follow and system updates.

CERTIFICATIONS

CompTIA A+ Expected 2026

CompTIA Network+ Expected 2026

CompTIA Security+ Expected 2026

EDUCATION

University of Maryland Global Campus, BS (In Progress)

Major: Cybersecurity

University of the District of Columbia, BFA (2014)

Major: Graphic Design

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