IT Support Technician Tier 1/2

KWAMANE HULL

IT Support Technician (Tier */*) • Endpoint Support • ServiceNow •

Imaging/Deployment • Asset & Device Lifecycle

Tucson, AZ 85712 520-***-**** *******@*****.*** PROFESSIONAL SUMMARY

IT Support professional with 3+ years of hands-on experience supporting Windows endpoints, users, and peripherals in fast-paced environments. Provide walk-up, phone, and remote support—triaging issues, documenting work, and confirming resolution. Strengths include hardware/software troubleshooting (including BSOD), device setup and software installs, and basic connectivity support (Wi-Fi, DNS/DHCP). 1+ year experience using ServiceNow for ticketing and detailed service documentation. Currently pursuing an AAS in Cybersecurity and preparing for CompTIA A+.

CORE SKILLS

Support & Endpoints

• Tier 1/2 support (walk-up, phone, remote)

• Hardware/software troubleshooting & repair; BSOD triage

• Windows 10/11 installs, imaging, patching

• Peripherals: scanners, docks/monitors, network/local printers (incl. Zebra label printers)

Deployment, ITSM & Tools

• ServiceNow ticketing & documentation (1+ year)

• SCCM: OS imaging and software provisioning for new systems

• JAMF enrollment (via MUTT) and Mac imaging (Intel & M1)

• Data migrations: OneDrive and shared/network drives

• Connectivity: TCP/IP, DNS, DHCP, Wi-Fi; VPN

(AnyConnect/OpenVPN)

PROFESSIONAL EXPERIENCE

Estimator & IT Support / Small-Business IT Administrator Dent Busters — Tucson, AZ 2023-Present

• Provide Tier 1/2 support for Windows PCs and shop/office peripherals via walk-up, phone, and email; troubleshoot hardware, software, and basic connectivity issues.

• Set up and refresh endpoints: standard software installs, OS updates/patching, and workstation replacements as devices reach end of life.

• Manage user access: create/maintain logins, reset passwords, and support onboarding/offboarding as the primary on-site IT point of contact.

• Support network and local printers; assist with LAN/Wi-Fi troubleshooting and device connectivity issues; maintain basic asset inventory.

ADDITIONAL EXPERIENCE

• Team Lead / Trainer, Target (2022-2023) - training, prioritization, and fast-paced problem resolution

• Assistant Manager, Advance Auto Parts - escalations, customer service, and coaching

• CDL-A Driver (10+ years) - safety, documentation, and on-time performance EDUCATION & CERTIFICATIONS

Pima Community College - Tucson, AZ

AAS, Cybersecurity - Expected 2026 (30 credits)

Ohio Technical College - Cleveland, OH

Associate Degree, Auto Diesel Mechanics (2012)

Certifications

• CompTIA A+ - In progress (exam planned)

• IT Support Certificate (Coursera) - 2025

Relevant Coursework: Windows Admin,

Wireshark, Network Essentials, Windows Server

Mgmt

Additional IT Support Highlights

Selected experience highlights to strengthen fit for Tier 1/2 Support, imaging, deployments, and asset lifecycle support.

• Install, support, and maintain LAN infrastructure for Windows PCs, Macs, and production printers.

• Performed hardware deployments for new hires and refresh cycles (PC and Mac).

• Worked directly with hardware vendors (Dell, Lenovo, HP) for warranty repair of desktops and laptops.

• Deployed desktop workstations, office printers, and Zebra label printers for a new building launch.

• Coordinated with leadership to ensure deployments met department specifications and timelines.

• Resolved BSOD issues related to the CrowdStrike patch incident.

• Assigned Windows OS images to hardware based on employee role and department requirements.

• Used SCCM to fulfill software provisioning requirements for new systems.

• Documented all work in ServiceNow with detailed service notes.

• Operated production hardware including printers, heat presses, and related devices to fulfill shop orders.

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