Profile
IT Support Specialist with 6 years of hands-on experience across enterprise helpdesk, endpoint management, and network troubleshooting in fast-paced SaaS and healthcare environments. Holds CompTIA A+ and Network+ certifications with deep expertise in Windows 10/11, Active Directory, and remote support tooling. Reduced average ticket resolution time by 34% at current employer by redesigning the triage workflow and building a 200-article internal knowledge base.
Work Experience
IT Support Specialist IIMar 2021 - Present
Verilink Health Systems, Austin, TX
- Redesigned Level 1–2 triage workflow in ServiceNow, cutting mean time to resolution from 4.1 hours to 2.7 hours across 1,200 monthly tickets.
- Deployed and managed Intune MDM policies for 340 endpoints, reducing policy drift incidents by 61% within the first quarter of rollout.
- Built a 200-article knowledge base in Confluence that deflected an estimated 18% of repeat tickets, saving the team roughly 22 support hours per week.
IT Support SpecialistJun 2019 - Feb 2021
Crestfield Technologies, San Antonio, TX
- Provided Tier 1 and Tier 2 support for 500-seat Windows environment, maintaining a 97.4% first-contact resolution rate over eight consecutive quarters.
- Migrated 280 user mailboxes from on-premises Exchange 2016 to Microsoft 365 with zero data loss and less than 45 minutes of total user downtime.
- Automated new-hire account provisioning using PowerShell scripts, reducing onboarding setup time from 3 hours to 22 minutes per employee.
Junior IT Support TechnicianAug 2018 - May 2019
BlueSky Retail Group, San Antonio, TX
- Resolved hardware and software issues for 120 retail workstations across 4 locations, achieving a 95% same-day closure rate on priority tickets.
- Configured and deployed 40 new POS terminals during a system-wide upgrade, completing the project 5 days ahead of the 6-week schedule.
- Documented 35 recurring issue runbooks that reduced escalations to the senior team by 28% over a 6-month period.
Education
Associate of Applied Science, Information Technology2016 - 2018
San Antonio College, San Antonio, TX
Graduated with Honors; coursework in Network Administration, Cybersecurity Fundamentals, and Systems Analysis