Senior Help Desk Technician (IT Support SME)

DARNELL TILLMAN

SENIOR HELP DESK TECHNICIAN

Baltimore, MD 443-***-**** *******@*****.***

SUMMARY

Senior Help Desk Technician with 6+ years of enterprise help desk and desktop support experience, supporting on-site and remote users nationwide while maintaining a 7-minute average call handle time. Reduced average response times by 15% and cut recurring setup time by 30% through improved documentation and automated diagnostic checks; increased issue- detection coverage by 40% and improved resolution efficiency by 20% through process improvements and staff mentoring. Skilled in ITSM/ITIL-aligned ticketing (Salesforce, Jira), account/mailbox administration, backup and restoration support, and end-user training, with a CompTIA Security+ certification and working knowledge of DHCP, TCP/IP, VPN, and MFA. EXPERIENCE

Senior Technical Support Engineer / SME DRB Systems, Akron, OH July 2023 - Present

● Provide help desk and desktop support to on-site and remote users across nationwide sites, including software/hardware installation, account and mailbox administration, and Windows/Microsoft Office troubleshooting.

● Log, track, and update incident tickets in Salesforce, applying ITIL-aligned processes to drive issues to resolution and reduce repeat incidents.

● Maintain an average call handle time of 7 minutes, resolving customer hardware, software, and account issues as efficiently as possible.

● Set up and support remote users, including account provisioning, password resets, and access management via Active Directory.

● Build and maintain procedural documentation and knowledge-base content to speed resolution and support end- user training.

Network & Infrastructure Support Analyst IvoryCloud, Rockville, MD May 2021 - Jun 2023

● Provided remote troubleshooting and support for 5+ web-based and mobile applications under high-traffic conditions (up to 5,000 requests/sec).

● Logged diagnostic findings and incident reports for engineering teams, cutting average response times by 15% month over month.

● Maintained support/systems documentation and automated recurring diagnostic checks, cutting setup time by 30% on a monthly basis.

Technical Support Lead TechnoGen Inc., Rockville, MD Feb 2019 - 2021

● Led support and end-user training for 3 enterprise applications across UNIX and Windows environments, resolving 500+ manual and 200+ recurring cases monthly.

● Built diagnostic procedures and procedural documentation that increased issue-detection coverage by 40% month over month.

● Trained and mentored 3 junior support staff on troubleshooting and ticket/incident documentation, improving resolution efficiency by 20% on a monthly basis.

PROFESSIONAL SKILLS

Support: Help Desk & Desktop Support, Remote User Support, Troubleshooting & Root Cause Analysis, End-User Training

Systems & Software: Windows OS (Windows 10), Microsoft Office, Software/Hardware Installation, Handheld Device Support

Administration: User Account & Mailbox Administration, Active Directory, Backup/Restoration Support, IT Inventory Tracking

Networking: DHCP, TCP/IP, VPN, MFA

Tools & Process: ITIL Incident Management, Ticketing Systems (Salesforce, Jira), Postman, DevTools, SQL, Procedural Documentation & Knowledge-Base Management

Security: Access Control, Cryptography, Computer Forensics, Data Security, Disaster Recovery, Firewalls, Information Security Management, Malware Analysis, Mobile Security, Network Security, Security Awareness, Security Management, Security Policies, Threat Detection, Threat Management EDUCATION & TRAINING

TripleTen Bootcamp — QA Engineering Program

Course Careers — Technical Support / IT Career Training Winters Mill High School

CERTIFICATIONS

● CompTIA Security+

● CCNA — In Progress

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