IT Support Specialist - 10+ Years Troubleshooting

Jordan Rasmussen

Joliet, IL • **********@*****.*** • 573-***-****

Professional Summary

IT Support Specialist with 10+ years of experience delivering technical troubleshooting, remote support, ticket management, and customer-facing problem resolution across healthcare, financial services, and enterprise environments. Skilled in diagnosing hardware/software issues, documenting technical workflows, and supporting users through complex system challenges. Known for clear communication, strong analytical thinking, and a commitment to high-quality service in regulated environments.

Core Technical Skills

Technical troubleshooting (hardware, software, POS, telephony)

Remote support and diagnostics

ServiceNow and ticketing systems

SLA management and prioritization

User training and knowledge transfer

Call quality and documentation standards

VOIP and telephony platforms

Microsoft Office and Windows environments

Compliance: HIPAA and financial regulations

Professional Experience

IT Support Specialist

Sedgwick – Naperville, IL Oct 2023 – Present

Provide enterprise-level IT support, resolving technical issues for remote and onsite users across multiple departments.

Maintain accurate documentation and ticket tracking within ServiceNow, ensuring compliance with internal quality standards.

Troubleshoot hardware, software, and access issues while consistently meeting SLA-driven performance metrics.

Collaborate with cross-functional teams to escalate complex issues and improve support workflows.

Staffing Coordinator (Technical & Operational Support)

Crown Staffing – Joliet, IL Jan 2022 – Oct 2023

Supported 50+ employees across multiple sites, providing troubleshooting for scheduling systems, onboarding tools, and internal platforms.

Delivered training on system usage and documented processes to improve user adoption and reduce recurring issues.

Ensured compliance with internal systems, data accuracy, and operational standards.

Customer Care Representative (Tech-Focused Support)

DuPage Credit Union – Naperville, IL Mar 2021 – Dec 2021

Provided frontline support for online banking technical issues, account access problems, and system escalations.

Identified recurring system defects and escalated them to IT for resolution, contributing to improved platform stability.

Assisted in training new hires on system navigation, troubleshooting steps, and compliance requirements.

Card Services Specialist (QA & Technical Support)

First Midwest Bank – Joliet, IL Jun 2017 – Mar 2021

Led call quality monitoring and system-use evaluations for new hires, ensuring technical accuracy and compliance.

Supported dispute resolution processes requiring precise system navigation and documentation.

Partnered with leadership to identify system trends, training gaps, and process improvements.

Benefit Verification Representative (Healthcare Systems Support)

CVS Specialty – Mount Prospect, IL Jan 2016 – Jun 2017

Navigated multiple healthcare platforms to complete benefit investigations and prior authorizations.

Participated in QA pilot testing for new pharmacy software, identifying system issues and contributing to rollout improvements.

Ensured HIPAA-compliant handling of patient data across all systems.

Technical Support Specialist

CrossCom National – Buffalo Grove, IL Oct 2014 – Dec 2015

Delivered remote support for national retail clients, troubleshooting POS systems, network connectivity, and hardware failures.

Helped implement a new QA-focused troubleshooting platform, improving accuracy and reducing resolution times.

Trained on-site technicians and internal users on new tools and standardized troubleshooting procedures.

Technical Achievements

Improved troubleshooting accuracy and response times through adoption of new QA tools at CrossCom National.

Supported enterprise-level IT operations at Sedgwick with consistent SLA compliance and high-quality documentation.

Identified and escalated recurring system issues at DuPage Credit Union, contributing to platform improvements.

Participated in software QA testing at CVS Specialty, helping refine system functionality before full deployment.

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