IT Support, Customer Service
Resume:
Nehemiah
Thompson
Honolulu, HI *****
nehemiahthompson248@
gmail.com
Open to Remote Opportunities
IT professional with 3+ years of experience supporting enterprise systems, resolving complex technical issues, and improving system reliability across user environments and applications. Proven ability to manage user access, troubleshoot infrastructure and software issues, and support production systems in fast-paced environments.
Experienced in Active Directory, Microsoft 365 administration, endpoint support, and incident resolution, with a strong focus on minimizing downtime and improving operational efficiency. Known for quickly diagnosing issues, implementing solutions, and supporting both technical teams and end users. EXPERIENCE
Nan Inc, Honolulu HI – IT Support Technician
November 2025 - Present
-Provide technical support for 100+ internal users, resolving hardware, software, and network issues with a 90% first-contact resolution rate.
-Diagnose and resolve issues related to Windows systems, Microsoft 365, VPN connectivity, and Active Directory accounts.
-Manage user accounts, permissions, and security groups within enterprise IT systems.
-Install, configure, and image new workstations to ensure consistent system deployment across the organization.
-Troubleshoot authentication errors, printer failures, and application issues to minimize operational downtime.
Aloha Pacific Credit Union, Honolulu HI — Technical Customer Service Rep
May 2024 - November 2025
-Acted as the primary point of contact for technology-related inquiries from customers and internal staff.
-Improved first-call resolution rates by applying strong product knowledge and troubleshooting techniques.
-Provided clear technical guidance to non-technical users, improving user adoption of digital banking tools.
-Supported internal teams by assisting with complex technical inquiries and system-related questions.
Technical Skills
Systems & Tools: Active
Directory, Microsoft 365,
Windows OS, VPN
IT Support: Hardware & Software
Troubleshooting, User
Provisioning, Access
Management
Technologies: Web & Mobile
Applications, SQL (Foundational)
Methodologies: Incident
Management, System
Monitoring, Cross-Functional
Collaboration
CERTIFICATIONS
03/2022 - Software Testing
and Quality Assurance
Certificate, Careerist
EDUCATION
International Christian
College Of Ministry,
2020 - Bachelor's Degree in
Ministry
Pearpop Software Company, Los Angeles CA — Software Tester
November 2022 - November 2023
-Designed and executed 100+ manual test scenarios using TestRail to validate functionality across web and mobile applications.
-Logged and tracked software defects using JIRA, providing detailed bug reports that enabled faster developer resolution.
-Reduced production defect rates by 10% through improved requirement analysis and comprehensive test coverage.
-Built structured regression test suites that improved testing efficiency and shortened release cycles.
-Conducted functional, performance, load, and stress testing to ensure system stability under various conditions.
-Collaborated with engineering teams to verify bug fixes and ensure successful product releases.
Cureskin, Los Angeles CA — Software Tester
March 2022 - November 2022
-Analyzed user requirements, functional specifications, and use-case documentation to design effective test plans.
-Managed test cases and functional testing workflows in TestRail, reducing overall testing time by 35%.
-Performed usability testing to identify user experience issues and recommend product improvements.
-Conducted regression testing to confirm stability after bug fixes and new feature releases.
-Identified critical defects during smoke testing, preventing high-impact production issues.
-Maintained consistent communication with developers and project stakeholders throughout the testing lifecycle.
Wells Fargo, Los Angeles CA - Technical Sales Support Representative
October 2019 - January 2022
-Troubleshot complex customer technical issues and delivered timely, effective solutions.
-Built strong product knowledge to assist clients in selecting appropriate financial technology solutions.
-Strengthened customer relationships through active listening and personalized support.
-Collaborated with team members to meet performance targets while maintaining high service standards.
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