Technical Support Specialist (IT)

CASEY SEARS

*************@*****.***

Marlette, MI 989-***-****

TECHNICAL SUPPORT SPECIALIST

PROFESSIONAL SUMMARY

IT Support Technician with hands-on experience delivering remote and in-person technical assistance for hardware, software, and account access issues. Skilled in troubleshooting operating systems, resolving password and connectivity problems, and documenting cases accurately within ticketing systems. Strong background in customer service with a focus on clear communication, secure data handling, and efficient problem resolution. Seeking to grow within a technical support role that supports users in fast-paced, healthcare and business environments.

SKILLS

Tier 1 Technical Support Ticketing systems Active Directory Hardware & Software Installation PC Imaging & Configuration Network Concepts Troubleshooting Microsoft Azure Office 365 Windows OS (7/8/10) Server Fundamentals VOIP VPN Support Virus & Malware Removal Customer Support Remote Desktop Account Management Diagnostics & Technical Repair VMware Virtual PC WAN/LAN Documentation

CERTIFICATIONS & TRAINING

MyComputerCareer Information Technology Security and Administration Completed: July 2025 720+ hours of hands-on technical lab instruction Certifications Earned: CompTIA A + CompTIA Net + CompTIA Sec+ Linux Essentials Azure Fundamentals AI Fundamentals

PROFESSIONAL EXPERIENCE

Remote Tech Assist Qualfon/ ForgedFiber June 2026- Current

• Used SalesForce to document, track cases and manage accounts.

• Helped Technicians over the phone with Programming issues and errors.

• Worked in multiple platforms for backend programming of internet service. IT Specialist Biddinger, Schrot & Rolando, PC October 2025 – February 2026

• Supported 50+ employees, resolving daily hardware, software, and connectivity issues with a 90%+ first-contact resolution rate.

• Set up, configured, and maintained computers, printers, and network devices, minimizing downtime across offices.

• Managed user accounts, system access, updates, and security coordination with an external IT provider.

• Installed and maintained business software, hardware replacements, and equipment inventory. Helpdesk Technician/Repair Technician Self-Employed July 2021 – September 2025

• Deliver remote and in-person technical support, resolving an average of 15-20 software, hardware, and connectivity issues.

• Install and configure personal computers, home networking devices, and smart home systems.

• Performed 50+ password resets, account unlocks, and system updates, securing access for users.

• Diagnose technical issues for computers and low-voltage devices.

• Performed basic cable management and networking setup for clients.

• Consistently achieve a 95% customer satisfaction rate, organizing detail service records and providing customer follow-up support.

Tax Preparer Self-Employed January 2020 – September 2025

• Utilized tax software systems (TurboTax) to input, manage, and transmit confidential digital data.

• Provide virtual and phone-based tech support for 30+ clients per year, troubleshooting software navigation and performed updates to certify accurate processing and compliance.

• Maintained secure digital records and ensured backup procedures were in place. Service Technician Flynn’s Tree Service January 2021 – July 2021

• Diagnosed and repair small engine and electrical equipment failures using diagnostic tools and schematics.

• Maintained digital logs and used mobile applications to track repairs and maintenance.

• Ensured tools and devices were operational through routine calibration and technical inspection.

• Troubleshot electronic control systems and ensured safe, functional operation. Manager Ben’s Supercenter October 2013 – January 2021

• Managed POS systems and performed software resets and updates as needed.

• Handled receiving operations and input inventory data using digital systems.

• Troubleshoot connectivity and performance for internal hardware, scanners and printers.

• Maintained building maintenance schedules using digital logs and mobile apps. Assistant Manager GameStop November 2011 – June 2013

• Supported POS system functionality, troubleshooting transaction errors and backend updates.

• Assisted with system updates and firmware installations for game consoles and accessories.

• Trained staff in the use of digital inventory systems and store management software.

• Provided in-store technical support to customers regarding device compatibility and configuration.

EDUCATION

High School Diploma Kingston High School

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