IT Support Specialist (Tier 1/2)

Rabesh Nassy

IT Support & Application Support Specialist Aubrey, TX 469-***-**** ***********@*****.***

Professional Summary

IT Support Specialist with 5+ years of experience delivering Tier 1/2 technical support in enterprise and ecommerce environments. Skilled in ticket triage, SLA-driven incident resolution, customer support, account provisioning, and troubleshooting Windows, Microsoft 365, VPN, DNS, DHCP, and network issues. Experienced with Active Directory, Teams, ServiceNow, Jira, Zendesk, and remote support, with a strong record of clear communication and effective escalation.

Skills

CORE COMPETENCIES: IT Help Desk Support (Tier 1/2), Application Support, Cloud Support, Incident & Ticket Management, Root Cause Analysis, User Training & Onboarding, Network Troubleshooting, Active Directory Administration, SLA Compliance, ITIL Best Practices, Documentation & Knowledge Base, Remote Desktop Support, Cross-Functional Collaboration, Password Management, Account Provisioning, User Access Management, Hardware Deployment, Endpoint Management, Device Imaging, Printer Support, VPN Support, Microsoft Intune, Office 365 Administration, Email Troubleshooting, Software Installation

Operating Systems: Windows 10/11, Linux (Ubuntu), macOS

Microsoft Stack: Microsoft 365, Office 365, Teams, SharePoint, OneDrive

Enterprise Applications: SAP, NetSuite, IBM AS-400, SharePoint, OneDrive

AWS: IAM, EC2, CloudWatch, Systems Manager (SSM), S3

Systems & Endpoint Tools: Active Directory, SCCM, SimpleHelp, Splunk

Networking: Cisco AnyConnect, VPN Troubleshooting, Wireshark, TCP/IP, DNS/DHCP ITSM & Ticketing: ServiceNow, Jira, Zendesk, Confluence

Scripting & Automation: Powershell, Python, JavaScript, SQL, HTML5

Collaboration Suites: Google Workspace (Gmail, Drive, Meet, Admin Console)

Certifications: Google IT Support Professional, CompTIA A+, CompTIA Network+, CompTIA Security+

WORK EXPERIENCE

Cargill 08/2022 - Present

Ecommerce IT Support Specialist

•Deliver Tier 1/2 technical support across multiple departments, achieving a 90%+ first-contact resolution rate while consistently meeting SLA targets.

•Manage 20–35 support tickets daily, triaging incidents by severity and business impact, resolving issues within SLA targets, and escalating customer issues to the appropriate level of support when needed.

•Reduce average ticket response time by 30% through priority-based triage processes and automation for recurring incident categories.

•Diagnosed and resolved hardware, software, and network issues involving VPN, DNS, DHCP, Windows, and Microsoft 365, reducing unplanned downtime by 25%.

•Administer Active Directory, including user provisioning, deprovisioning, password resets, security group management, and Group Policy administration.

•Manage Microsoft 365 user accounts, licenses, mailbox permissions, and support Teams, Outlook, OneDrive, and SharePoint for enterprise users.

•Configured Multi-Factor Authentication (MFA) and supported secure user access, account recovery, and endpoint security compliance.

•Supported Windows workstation deployment, device imaging, software installation, hardware diagnostics, and asset lifecycle management using SCCM.

•Supported AWS-hosted applications by troubleshooting user access, application availability, and infrastructure-related issues.

•Managed AWS IAM users, roles, permissions, and access policies while troubleshooting authentication and authorization issues.

•Monitored AWS applications and infrastructure using Amazon CloudWatch, reviewing logs, metrics, and alarms to identify and resolve incidents.

•Used AWS Systems Manager (SSM) for remote administration, Session Manager access, and troubleshooting of supported AWS resources.

•Supported Amazon S3 for application file storage, access permissions, and troubleshooting file upload/download issues.

•Delivered remote technical support using Remote Desktop and SimpleHelp for hybrid and geographically distributed employees.

•Analyzed ticket trends, collaborated with cross-functional teams to improve support processes, and maintained knowledge base documentation that reduced recurring incidents and improved self-service adoption.

•Delivered end-user training and onboarding sessions that improved technology adoption and effective use of Microsoft 365 and internal business applications.

10TH Magnitude 07/2019 - 08/2022

IT Support Specialist

•Provided Tier 1/2 technical support for Windows desktop environments, resolving hardware, software, printer, network, and application issues while contributing to a 15% improvement in user satisfaction.

•Installed, configured, and maintained Windows workstations, monitors, printers, IP phones, POS systems, and other enterprise hardware to support daily business operations.

•Diagnosed and resolved LAN/WAN connectivity issues involving TCP/IP, DNS, DHCP, VPN, and wireless networks, working closely with network engineers to maintain reliable connectivity.

•Coordinated preventive maintenance for workstations, servers, and hospitality systems, reducing unplanned downtime and supporting 24/7 business operations.

•Managed IT asset inventory with 99% accuracy, maintaining audit-ready records and supporting hardware lifecycle management.

•Developed and maintained standard operating procedures (SOPs), knowledge base articles, and troubleshooting documentation, improving first-call resolution and support consistency.

•Supervised and mentored IT support operators, coordinating workloads and improving team productivity by

20% during peak operational periods.

•Automated routine administrative tasks using PowerShell, including Active Directory user provisioning, password resets, group membership management, endpoint diagnostics, reducing manual effort and improving operational efficiency.

•Delivered high-quality technical support to end users, executives, and business stakeholders, maintaining calm, clear, and professional communication during stressful incidents while ensuring timely resolution, appropriate escalation, and adherence to SLA targets.

EDUCATION

University of Lagos, Nigeria

Bachelor of Physical Therapy, Physical Therapy

2015

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