IT Technical Support Specialist

Delivered on-site and remote technical support for hardware, software, operating system, and network issues across multiple facilities. Diagnosed and resolved desktop and laptop failures involving RAM, power supplies, storage, boot problems, and display issues.

Managed Active Directory user and group administration, password resets, domain joining, and computer re-domaining. Administered IP assignments, MAC filtering, and device authorization through UniFi systems, while completing network cabling, router, and switch installations.

Performed operating system installations, reformatting, file backups, disk cloning, data restoration, and profile migrations for upgrades and deployments. Installed and maintained printers, print servers, software drivers, and CCTV logs, while providing first-line support for user tickets.

Provided non-voice customer support through live chat, handling dual chat sessions while maintaining clear, professional, and accurate written communication. Typed at more than 55 WPM with 100% accuracy to support efficient customer interactions.

Entered and updated customer records in CRM systems with attention to accuracy and completeness. Completed non-voice customer service training focused on loyalty-related processes, account handling, and inquiry resolution.

Completed a Bachelor of Science in Information Technology program.

Completed technical vocational training in computer hardware servicing.