IT Support Specialist with 25+ Years Experience
Resume:
Jerry Mills
Nacogdoches, TX
************@*****.***
Professional Summary
Experienced IT Support Specialist with over 25 years of experience delivering enterprise-level technical support, troubleshooting complex hardware and software issues, and maintaining network and system performance. Proven expertise in help desk operations, system diagnostics, and infrastructure support across Windows environments. Skilled in Fiserv DNA, Active Directory, networking, and remote support tools, with a strong focus on improving service efficiency, minimizing downtime, and enhancing end-user satisfaction. Adept at collaborating with cross functional teams, optimizing support processes, and providing reliable IT solutions that support organizational productivity and security.
Professional Experience
Help Desk Support Specialist / Data Analyst I
Velocity Credit Union – Austin, TX
January 2008 – January 2026
Provided comprehensive technical support in a financial services environment, ensuring reliable system performance and efficient resolution of end-user technical issues.
Key Responsibilities & Achievements
•Served as the primary point of contact for technical support related to hardware, software, and network issues, supporting internal users across the organization.
•Troubleshot and resolved issues related to Microsoft Windows systems, applications, network connectivity, and enterprise software including Fiserv DNA.
•Managed and resolved support tickets through help desk systems while maintaining strong adherence to SLA response and resolution targets.
•Analyzed recurring technical issues and system trends to improve support workflows and reduce incident resolution time.
•Collaborated with infrastructure and application teams to implement solutions that minimized system downtime and improved operational performance.
•Created and maintained technical documentation and user guides, enabling users to resolve common issues independently.
•Contributed to improvements in the ticket resolution process, increasing help desk efficiency and user satisfaction.
•Conducted user training sessions and knowledge-sharing initiatives to improve first-call resolution rates.
•Assisted with the implementation and integration of new support tools and systems to enhance ticket tracking and reporting capabilities.
Technical Support Specialist (Consumer, XPS, Gold Technical, Small Business) Dell Inc. – Round Rock, TX May 2006 – October 2007
Delivered remote technical support for Dell desktop and laptop systems, assisting customers with complex hardware and software issues.
Key Responsibilities
•Provided remote troubleshooting support via phone and Citrix remote connectivity tools.
•Diagnosed and resolved hardware failures, operating system issues, and software configuration problems.
•Assisted customers with system setup, driver installations, and operating system troubleshooting.
•Delivered high-quality customer service while meeting technical support and performance metrics.
•Documented technical cases and escalated complex issues to specialized engineering teams when required.
Computer Technician / Network Specialist
Ray Samson Co., Inc. – Pleasanton, TX
January 2000 – January 2006
Provided on-site and remote IT support for hardware, networking infrastructure, and system maintenance.
Key Responsibilities
•Installed, configured, and maintained servers, desktop systems, laptops, and peripheral devices.
•Performed hardware diagnostics, repairs, and system upgrades to maintain optimal system performance.
•Managed LAN and wireless network configurations, including cabling and connectivity troubleshooting.
•Conducted virus removal, system security updates, and preventative maintenance.
•Provided deskside and phone-based technical support to end users.
•Assisted with network infrastructure setup and workstation deployments.
Education
Bachelor of Science – Computer Information Systems
University of the Incarnate Word San Antonio, TX
Technical Skills
Operating Systems & Platforms
•Microsoft Windows
•Windows Server
•UNIX
IT Support & Administration
•Help Desk & Technical Support
•Active Directory Administration
•Identity & Access Management
•System Administration
•Desktop & Workstation Support
•Hardware Diagnostics & Repair
•Software Installation & Maintenance
Networking
•LAN / WAN Support
•DNS / DHCP
•VPN
•Network Troubleshooting
•Firewall Implementation
•Network Monitoring
Enterprise Tools & Systems
•Fiserv DNA
•Microsoft Office Suite
•SharePoint
•Jira
•Intune
•CRM Systems
•Inventory Management Systems
Security & Monitoring
•Server Security
•Network Security
•Antivirus Management
•Incident Response
•System Performance Monitoring
Support Tools
•Remote Access Software
•Ticketing Systems
•Technical Documentation
•SaaS Application Support
•Mobile Device Management
Soft Skills
•Customer Service
•Communication
•Problem Solving
•Team Collaboration
•Time Management
•Attention to Detail
Certifications
•CompTIA A+ Certification
•CompTIA Network+
•Microsoft Certified Professional (MCP)
•Valid Driver’s License
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