Hiring managers for IT Support roles face a critical challenge: sifting through countless resumes that merely list duties, failing to demonstrate actual problem-solving capabilities or the profound impact on user productivity. They seek candidates who can not only fix technical issues but also articulate how they've improved efficiency, reduced downtime, and enhanced user satisfaction.Your resume for an IT Support position isn't just a list of skills; it's a strategic document designed to prove your value through quantifiable achievements, showcasing your ability to transform technical challenges into seamless user experiences. This guide will equip you with the strategies to craft an IT Support resume that resonates with both Applicant Tracking Systems (ATS) and human recruiters, highlighting your unique 'X-factor' in a competitive job market.
Key Takeaways
- Quantify every achievement: Use numbers, percentages, and dollar figures to show impact.
- Tailor your resume for each application: Align keywords and experience with the specific job description.
- Highlight both technical prowess and essential soft skills like problem-solving and communication.
- Prioritize certifications and relevant education, placing them strategically for maximum visibility.
- Use strong action verbs to describe responsibilities, focusing on results rather than just tasks.
Career Outlook
Average Salary: $45,000 - $70,000 annually (entry-level to mid-level)
Job Outlook: Consistent growth driven by increasing technological reliance across all industries, with high demand for skilled professionals.
Professional Summary
Highly motivated IT Support Specialist with over 5 years of experience providing comprehensive technical assistance and system administration in fast-paced environments. Proven ability to diagnose and resolve complex hardware, software, and network issues, optimizing system performance and enhancing user satisfaction. Adept at managing critical IT infrastructure, streamlining operations, and contributing to secure, efficient technological ecosystems.
Key Skills
- Technical Support
- Active Directory
- Microsoft 365 (O365) Administration
- Network Troubleshooting (TCP/IP, DNS, DHCP)
- Ticketing Systems (ServiceNow, Jira)
- Hardware & Software Diagnostics
- Windows & macOS OS Support
- System Administration
- Customer Service
- Problem Solving
- Documentation
- Cybersecurity Awareness
Professional Experience Highlights
- Provided advanced technical support to over 300 internal users, resolving hardware, software, network, and system issues with a 95% satisfaction rate.
- Managed and maintained Active Directory, including user account creation, group policy management, and permission assignments, ensuring secure access for all employees.
- Troubleshot and resolved complex network connectivity issues (TCP/IP, DNS, DHCP) and VPN access for remote users, reducing downtime by 15%.
- Administered Microsoft 365 suite (Exchange Online, SharePoint, Teams), performing user migrations, access management, and compliance reviews.
- Served as the primary point of contact for IT support, handling an average of 40-50 tickets daily using Jira Service Desk, exceeding SLA targets by 20%.
- Performed comprehensive hardware diagnostics, repair, and replacement for desktops, laptops, and peripherals, extending equipment lifespan by an average of 1.5 years.
- Installed, configured, and troubleshot various business applications, including CRM and ERP systems, for over 200 users.
- Conducted new employee IT onboarding, setting up workstations, accounts, and providing initial training on company software and IT policies.
- Provided first-level technical support to library staff and patrons, resolving issues with public computers, printers, and Wi-Fi connectivity.
- Assisted with the deployment and setup of new workstations and software for staff, ensuring smooth transitions for 50+ users.
- Maintained an accurate inventory of IT equipment and supplies, coordinating with vendors for repairs and replacements.
- Performed routine system checks, data backups, and security updates on local servers and workstations to maintain operational integrity.
Jordan Smith
It Support Resume Example
Summary: Highly motivated IT Support Specialist with over 5 years of experience providing comprehensive technical assistance and system administration in fast-paced environments. Proven ability to diagnose and resolve complex hardware, software, and network issues, optimizing system performance and enhancing user satisfaction. Adept at managing critical IT infrastructure, streamlining operations, and contributing to secure, efficient technological ecosystems.
Key Skills
Technical Support • Active Directory • Microsoft 365 (O365) Administration • Network Troubleshooting (TCP/IP, DNS, DHCP) • Ticketing Systems (ServiceNow, Jira) • Hardware & Software Diagnostics • Windows & macOS OS Support • System Administration • Customer Service • Problem Solving
Experience
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IT Support Specialist at TechSolutions Inc. ()
- Provided advanced technical support to over 300 internal users, resolving hardware, software, network, and system issues with a 95% satisfaction rate.
- Managed and maintained Active Directory, including user account creation, group policy management, and permission assignments, ensuring secure access for all employees.
- Troubleshot and resolved complex network connectivity issues (TCP/IP, DNS, DHCP) and VPN access for remote users, reducing downtime by 15%.
- Administered Microsoft 365 suite (Exchange Online, SharePoint, Teams), performing user migrations, access management, and compliance reviews.
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Help Desk Technician at Innovate Global ()
- Served as the primary point of contact for IT support, handling an average of 40-50 tickets daily using Jira Service Desk, exceeding SLA targets by 20%.
- Performed comprehensive hardware diagnostics, repair, and replacement for desktops, laptops, and peripherals, extending equipment lifespan by an average of 1.5 years.
- Installed, configured, and troubleshot various business applications, including CRM and ERP systems, for over 200 users.
- Conducted new employee IT onboarding, setting up workstations, accounts, and providing initial training on company software and IT policies.
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Junior IT Assistant at Austin Community Library System ()
- Provided first-level technical support to library staff and patrons, resolving issues with public computers, printers, and Wi-Fi connectivity.
- Assisted with the deployment and setup of new workstations and software for staff, ensuring smooth transitions for 50+ users.
- Maintained an accurate inventory of IT equipment and supplies, coordinating with vendors for repairs and replacements.
- Performed routine system checks, data backups, and security updates on local servers and workstations to maintain operational integrity.
Education
- Associate of Applied Science in Information Technology - Austin Community College (2019)
Why and how to use a similar resume
This resume effectively showcases Jordan Smith's growth and expertise in IT Support by employing a clean, results-oriented format. It strategically uses action verbs and quantifiable metrics to highlight impact rather than just responsibilities, making the candidate's contributions immediately apparent to hiring managers. The clear categorization of skills and chronological experience provides a comprehensive overview of Jordan's technical capabilities and career progression, aligning perfectly with the demands of a modern IT support role.
- Quantifiable achievements: Metrics like '95% satisfaction rate' and 'reduced downtime by 15%' provide concrete evidence of impact and efficiency.
- Industry-specific keywords: Inclusion of 'Active Directory,' 'Microsoft 365,' 'ServiceNow,' and 'network troubleshooting' ensures ATS compatibility and demonstrates relevant expertise.
- Clear career progression: The chronological order of roles, starting from a Junior Assistant to an IT Support Specialist, illustrates a steady growth in responsibility and skill.
- Comprehensive skill section: A focused list of 12 critical hard and soft skills provides a quick glance at the candidate's core competencies.
- Strong action verbs: Each bullet begins with a powerful action verb (e.g., 'Provided,' 'Managed,' 'Troubleshot') to convey proactive involvement and achievement.
Alex Chen
IT Support Specialist Resume Example
Summary: Highly motivated IT Support Specialist with 6+ years of experience in delivering comprehensive technical assistance, resolving complex issues, and optimizing IT infrastructure. Proven ability to enhance user satisfaction, streamline operations, and contribute to efficient system performance across diverse environments.
Key Skills
Technical Support (Tier 1/2) • Active Directory & Azure AD • Office 365 Suite • ServiceNow & Jira • Windows & macOS • Network Troubleshooting (TCP/IP, DNS, DHCP) • Hardware/Software Diagnostics • Remote Support (TeamViewer, RDP) • Cybersecurity Awareness • Customer Service
Experience
-
IT Support Specialist at TechSolutions Inc. ()
- Provide Tier 1 and Tier 2 technical support for over 300 employees, resolving an average of 15-20 tickets daily using ServiceNow, maintaining a 95% resolution rate on first contact.
- Administer user accounts and permissions in Active Directory and Azure AD, managing group policies, password resets, and new user onboarding/offboarding processes.
- Troubleshoot and resolve hardware (laptops, desktops, printers, mobile devices) and software (Windows 10/11, macOS, Office 365 suite, custom applications) issues, reducing average resolution time by 15%.
- Perform network diagnostics and resolve connectivity issues (TCP/IP, DNS, DHCP, Wi-Fi), ensuring stable and secure network access for all users.
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Help Desk Technician at Innovate Systems ()
- Delivered prompt and professional technical support to 200+ internal users, addressing issues related to desktop applications, email clients, and peripheral devices.
- Managed ticket queue using Jira Service Desk, prioritizing critical incidents and escalating complex problems to specialized teams, achieving an average response time under 15 minutes.
- Installed, configured, and maintained workstations and software packages, ensuring all systems met company standards and user requirements.
- Assisted with the setup and troubleshooting of VoIP phone systems and video conferencing equipment, supporting seamless communication for remote teams.
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Junior IT Assistant at Summit Innovations ()
- Supported IT department with hardware installation, software deployment, and basic troubleshooting for 100+ employees.
- Maintained IT asset inventory, tracking equipment lifecycle from procurement to disposal, improving asset management accuracy by 20%.
- Assisted users with password resets, account unlocks, and basic application support, enhancing user productivity.
- Configured and deployed new employee workstations, ensuring all necessary software and access were provisioned prior to start dates.
Education
- Bachelor of Science in Information Technology - University of Washington (2019)
Why and how to use a similar resume
This resume for an IT Support Specialist is highly effective due to its clear, concise, and results-oriented presentation. It strategically uses industry-specific keywords and quantifiable achievements to demonstrate immediate value to potential employers. The chronological format provides a logical progression of experience, highlighting growth and increasing responsibility. The inclusion of a dedicated skills section further optimizes it for Applicant Tracking Systems (ATS) and quick recruiter review.
- Quantifiable achievements showcasing impact (e.g., "95% resolution rate," "reduced average resolution time by 15%").
- Strong use of action verbs at the start of each bullet point to convey proactive contributions.
- Inclusion of specific software and tools (ServiceNow, Active Directory, Office 365, Jira) highly relevant to IT support roles.
- Clear progression of responsibilities across three distinct roles, demonstrating career growth and diverse experience.
- A concise 'Skills' section that highlights the most critical hard and soft skills for an IT Support Specialist.
Jordan Miller
Help Desk Technician Resume Example
Summary: Highly motivated Help Desk Technician with 4+ years of experience providing exceptional technical support and resolving complex IT issues for diverse user bases. Proven ability to troubleshoot hardware, software, and network problems, optimize system performance, and enhance user satisfaction by up to 20% through efficient problem-solving and clear communication. Eager to leverage expertise in Windows, macOS, Microsoft 365, and ticketing systems to contribute to a dynamic IT environment.
Key Skills
Technical Support • Troubleshooting • Microsoft 365 • Active Directory • ServiceNow • Jira • Windows OS • macOS • Hardware/Software Installation • Remote Support Tools
Experience
-
Help Desk Technician at TechSolutions Inc. ()
- Resolved over 80 technical support tickets per week, achieving an average resolution time 15% faster than departmental goals using ServiceNow.
- Provided comprehensive Tier 1 and Tier 2 support for Windows, macOS, and Linux operating systems, as well as Microsoft 365 applications, to over 500 employees.
- Managed user accounts and permissions in Active Directory, ensuring secure access and compliance with company policies.
- Performed remote troubleshooting and diagnostics using TeamViewer and RDP, maintaining a 95% first-call resolution rate for remote issues.
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IT Support Specialist at Innovate Systems LLC ()
- Supported a user base of 150+ employees across multiple office locations, addressing hardware, software, and network connectivity issues.
- Managed IT asset inventory for over 300 devices, including procurement, deployment, and end-of-life processes, saving the company 5% in unnecessary purchases.
- Configured and maintained VoIP phone systems and video conferencing solutions, ensuring reliable communication for remote teams.
- Collaborated with senior IT staff on network infrastructure projects, including switch configurations and Wi-Fi access point deployment.
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Technical Support Associate at Best Buy Geek Squad ()
- Assisted customers with computer diagnostics, virus removal, software installation, and data recovery services.
- Educated clients on best practices for cybersecurity and device maintenance, enhancing customer satisfaction scores by 15%.
- Performed hardware upgrades and repairs for various consumer electronics, including laptops and gaming consoles.
- Managed a queue of 20-30 customer repair tickets daily, ensuring timely communication and service delivery.
Education
- Associate of Science in Information Technology - City College of San Francisco (2019)
- CompTIA A+ Certification - Certiport (2018)
Why and how to use a similar resume
This Help Desk Technician resume is highly effective due to its strong emphasis on quantifiable achievements and relevant technical skills. It strategically uses action verbs and metrics to demonstrate impact, rather than just listing responsibilities. The clear chronological structure, coupled with a concise professional summary, allows hiring managers to quickly grasp the candidate's capabilities and career progression in IT support. It balances essential hard skills with crucial soft skills, presenting a well-rounded candidate ready to contribute immediately.
- Quantifiable achievements: Metrics like '80 tickets per week,' '15% faster resolution,' and '95% first-call resolution' provide concrete evidence of impact.
- Keyword optimization: Includes industry-standard terms like 'ServiceNow,' 'Active Directory,' 'Microsoft 365,' and 'remote troubleshooting,' ensuring ATS compatibility.
- Clear career progression: Shows growth from an Associate role to a dedicated Help Desk Technician, demonstrating increasing responsibility and expertise.
- Balanced skill set: Highlights both technical proficiency (Windows, macOS, networking) and critical soft skills (customer service, communication, problem-solving).
- Concise and impactful summary: Quickly outlines years of experience, key technical areas, and a focus on user satisfaction.
Alex Chen
Desktop Support Analyst Resume Example
Summary: Highly motivated and results-oriented Desktop Support Analyst with 6+ years of experience providing comprehensive technical assistance and system administration. Proven ability to resolve complex hardware and software issues, optimize user productivity, and maintain robust IT infrastructure in fast-paced environments. Dedicated to enhancing user satisfaction and operational efficiency through proactive support and effective problem-solving.
Key Skills
Operating Systems: Windows 10/11, macOS • Productivity Suites: Microsoft 365, Google Workspace • Network Protocols: TCP/IP, DNS, DHCP, VPN • Directory Services: Active Directory, Azure AD • Ticketing Systems: ServiceNow, Jira Service Desk • Hardware: Desktops, Laptops, Printers, Mobile Devices • Virtualization: VMware, Hyper-V (basic) • Remote Support: RDP, TeamViewer, AnyDesk • Troubleshooting & Diagnostics • Customer Service & Communication
Experience
-
Desktop Support Analyst at Innovate Solutions ()
- Provided Level 1 & 2 technical support for over 300 employees across multiple departments, resolving an average of 40 tickets per week with a 95% satisfaction rate.
- Managed user accounts and permissions within Active Directory and Azure AD, ensuring secure access control and compliance with company policies.
- Deployed, configured, and troubleshot Windows 10/11 and macOS workstations, reducing setup time by 20% through standardized imaging processes.
- Supported and administered Microsoft 365 suite (Outlook, Teams, SharePoint, OneDrive) and various SaaS applications, improving collaboration and productivity.
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IT Support Specialist at Synergy Tech Corp ()
- Responded to and resolved over 50 technical support requests weekly, maintaining an average resolution time 15% faster than departmental goals.
- Configured and maintained network connectivity for users, troubleshooting VPN issues, Wi-Fi, and basic LAN/WAN problems.
- Assisted with onboarding new employees by setting up workstations, accounts, and providing initial IT orientation, ensuring a smooth transition.
- Managed inventory of IT assets, including laptops, monitors, and accessories, ensuring accurate tracking and timely procurement.
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Technical Support Associate at Global Connect Services ()
- Delivered first-line technical support to customers via phone and email, resolving software installation and basic hardware issues.
- Escalated complex issues to senior technicians, ensuring timely resolution and customer satisfaction.
- Assisted in the maintenance of company servers and network devices under supervision, gaining foundational infrastructure knowledge.
- Educated users on best practices for data security and software usage, reducing common user errors by 10%.
Education
- Bachelor of Science in Information Technology - University of Washington (2017)
Why and how to use a similar resume
The resume for Alex Chen is highly effective for a Desktop Support Analyst role because it clearly highlights relevant technical expertise, practical experience, and quantifiable achievements. The structure is clean and professional, allowing hiring managers to quickly grasp Alex's capabilities. The use of specific software and system names (e.g., Active Directory, Microsoft 365, ServiceNow) demonstrates hands-on experience, while metrics (e.g., "95% satisfaction rate," "reduced setup time by 20%") provide concrete evidence of impact and value. The consistent formatting and clear chronological order make the resume easy to read and navigate, ensuring key information is easily accessible.
- Strong professional summary immediately establishes experience and key value propositions relevant to IT support.
- Quantifiable achievements are embedded in bullet points, showcasing direct impact on efficiency and user satisfaction.
- Comprehensive "Skills" section clearly lists critical technical competencies and relevant software/systems crucial for the role.
- Experience section uses strong action verbs and details responsibilities covering a wide range of desktop support tasks, from Level 1/2 support to system administration.
- Clear chronological order and consistent formatting make the resume highly readable and professional.
Alex Chen
Service Desk Analyst Resume Example
Summary: Highly motivated and customer-focused Service Desk Analyst with 5+ years of experience in providing exceptional IT support and troubleshooting for diverse technical issues. Proven ability to resolve incidents efficiently, manage ticketing systems, and enhance user satisfaction, contributing to streamlined operations and reduced downtime.
Key Skills
IT Support • Troubleshooting • Active Directory • Office 365 • ServiceNow • Jira • Windows/macOS • Network Fundamentals • Hardware/Software Support • Remote Desktop
Experience
-
Service Desk Analyst at Nexus Innovations ()
- Provided Tier 1 and Tier 2 technical support for over 250 employees, resolving an average of 40+ incidents daily using ServiceNow, maintaining a 95% first-call resolution rate.
- Managed user accounts, permissions, and group policies within Active Directory and Azure AD, ensuring secure and efficient access to network resources.
- Configured and troubleshot hardware (desktops, laptops, printers) and software (Office 365, VPN clients, proprietary applications) for Windows and macOS environments.
- Developed and updated comprehensive knowledge base articles, reducing recurring incident volume by 15% and improving team efficiency.
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IT Support Specialist at OptiServe Technologies ()
- Delivered prompt technical assistance to internal staff, resolving software glitches, network connectivity issues, and peripheral problems.
- Administered and maintained company email systems (Microsoft Exchange) and collaboration tools (Microsoft Teams), supporting over 100 users.
- Performed routine system diagnostics, preventative maintenance, and data backups, contributing to a 20% reduction in system outages.
- Assisted with onboarding new employees by setting up workstations, configuring access, and providing initial IT orientation.
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Technical Support Associate at Global Solutions Inc. ()
- Responded to inbound technical support calls and emails, diagnosing and resolving basic hardware and software issues for external clients.
- Guided users through step-by-step troubleshooting processes for connectivity, application errors, and account access.
- Documented all support interactions and resolutions in a CRM system, maintaining a detailed history of client issues.
- Escalated complex technical problems to Tier 2 support, ensuring timely resolution and customer satisfaction.
Education
- Associate of Science in Information Technology - City College of San Francisco (2017)
Why and how to use a similar resume
This resume effectively showcases Alex Chen's qualifications for a Service Desk Analyst role by combining a clear, results-oriented summary with detailed, metric-driven experience. The chronological format highlights career progression, while the targeted skills section immediately communicates core competencies. The use of industry-standard keywords throughout the document ensures it is optimized for Applicant Tracking Systems (ATS) and resonates with hiring managers seeking specific technical expertise.
- Quantifiable achievements: Each bullet point, especially in the most recent role, includes metrics (e.g., '95% first-call resolution rate,' 'reduced incident volume by 15%') that demonstrate tangible impact and value.
- Keyword optimization: Incorporates crucial IT support terms like 'ServiceNow,' 'Active Directory,' 'Office 365,' and 'troubleshooting,' making it highly searchable and relevant to the target role.
- Clear progression: Shows a logical career path from Technical Support Associate to Service Desk Analyst, indicating growth in responsibility and expertise.
- Comprehensive skill set: The 'Skills' section concisely lists both hard technical skills and essential soft skills (customer service, communication), providing a holistic view of the candidate's capabilities.
- Action-oriented language: Uses strong action verbs at the start of each bullet point (e.g., 'Provided,' 'Managed,' 'Configured,' 'Developed') to convey proactive engagement and responsibility.
Alex Chen
Technical Support Engineer Resume Example
Summary: Highly analytical and customer-focused Technical Support Engineer with 7+ years of experience resolving complex technical issues for SaaS products and enterprise clients. Proven ability to diagnose and troubleshoot multi-layered problems across cloud platforms, networks, and databases, consistently improving user satisfaction and operational efficiency. Adept at leveraging tools like ServiceNow, Jira, and SQL to deliver timely and effective solutions.
Key Skills
Operating Systems: Windows Server, Linux, macOS • Cloud Platforms: AWS (EC2, S3), Azure • Networking: TCP/IP, DNS, DHCP, VPN, Firewalls • Databases: SQL (MySQL, PostgreSQL) • Ticketing Systems: ServiceNow, Jira, Zendesk • Scripting: Python, PowerShell • APIs: RESTful API Troubleshooting • CRM: Salesforce • Virtualization: VMware, Hyper-V • Troubleshooting & Diagnostics
Experience
-
Senior Technical Support Engineer at NebulaTech Solutions ()
- Diagnose and resolve advanced technical issues for enterprise SaaS clients, specializing in API integrations, database queries (SQL), and cloud infrastructure (AWS).
- Reduced average ticket resolution time by 18% through proactive troubleshooting, root cause analysis, and developing comprehensive internal knowledge base articles.
- Managed a daily queue of 15-20 complex incidents, achieving a 95% customer satisfaction (CSAT) score consistently over the past year.
- Collaborated with engineering and product teams to escalate critical bugs and feature requests, contributing to a 10% reduction in recurring issues.
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Technical Support Specialist at Innovate Systems ()
- Provided Level 2 technical support for Windows Server environments, Active Directory, and network connectivity issues for 500+ users.
- Resolved an average of 100+ tickets per week using Jira Service Desk, maintaining a first-call resolution rate of 70%.
- Configured and troubleshot VPN connections, firewalls, and network devices (routers, switches) to ensure secure and reliable access for remote employees.
- Conducted user training sessions on new software deployments and security protocols, improving user adoption by 25%.
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IT Help Desk Technician at Global Solutions Inc. ()
- Provided first-line technical support for hardware, software, and network issues to over 200 internal employees daily.
- Troubleshot and resolved issues related to Office 365, Microsoft Windows, macOS, and various proprietary applications.
- Set up and configured new workstations, laptops, and mobile devices, ensuring timely onboarding for new hires.
- Documented recurring issues and solutions in the knowledge base, contributing to a 5% reduction in repeat tickets.
Education
- Bachelor of Science in Computer Science - San Francisco State University (2017)
Why and how to use a similar resume
This resume effectively showcases Alex Chen's progression and expertise as a Technical Support Engineer by combining quantifiable achievements with specific technical skills. The summary immediately highlights years of experience and key areas of proficiency, setting the stage for the detailed experience section. Each role demonstrates increasing responsibility and impact, supported by strong action verbs and metrics that prove tangible contributions to efficiency, customer satisfaction, and problem resolution. The targeted skills section reinforces technical depth, aligning perfectly with the demands of a high-level support role.
- Quantifiable achievements throughout each role demonstrate direct impact and value.
- Strong action verbs initiate each bullet point, clearly outlining responsibilities and accomplishments.
- Specific industry keywords and software (AWS, SQL, ServiceNow, Jira) are strategically integrated, ensuring ATS compatibility.
- The career progression from Help Desk to Senior Technical Support Engineer is clear and logical, showing growth.
- A dedicated skills section provides a quick overview of technical competencies, crucial for technical roles.
Alex Chen
IT Support Engineer Resume Example
Summary: Highly motivated and results-driven IT Support Engineer with over 5 years of experience in providing comprehensive technical support, system administration, and network troubleshooting. Proven ability to optimize IT operations, enhance user satisfaction, and resolve complex technical issues efficiently, reducing downtime and improving productivity across diverse environments.
Key Skills
Windows Server Administration • Active Directory & Azure AD • Office 365 & Exchange Online • Network Troubleshooting (TCP/IP, DNS, DHCP) • ServiceNow & Jira • Hardware & Software Diagnostics • PowerShell Scripting • Virtualization (VMware, Hyper-V) • VPN & Remote Access • Customer Service & Communication
Experience
-
IT Support Engineer at Tech Solutions Inc. ()
- Managed and resolved over 150+ complex L2/L3 support tickets monthly using ServiceNow, achieving an average resolution time 20% faster than department benchmarks.
- Administered and maintained Windows Server environments, Active Directory, and Azure AD, ensuring seamless user authentication and resource access for 500+ employees.
- Implemented and managed Office 365 services, including Exchange Online, SharePoint, and Teams, enhancing collaboration and productivity while reducing licensing costs by 10%.
- Configured and troubleshot network infrastructure components (routers, switches, firewalls, VPNs) across multiple sites, improving network uptime to 99.9%.
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Junior IT Support Specialist at Innovate Systems Group ()
- Provided L1/L2 technical support for hardware, software, and network issues to 300+ employees, escalating complex problems to senior engineers when necessary.
- Performed routine system maintenance, software installations, and hardware upgrades, ensuring all workstations and servers operated optimally.
- Managed IT asset inventory, including procurement, deployment, and decommissioning of over 200 devices annually, maintaining accurate records in an asset management system.
- Documented troubleshooting procedures and solutions in the knowledge base, improving self-service options and reducing repetitive inquiries by 10%.
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Technical Support Intern at Global Connect Solutions ()
- Responded to help desk inquiries, resolving basic technical issues related to operating systems (Windows, macOS) and common business applications.
- Assisted senior technicians with hardware diagnostics, repairs, and component replacements for desktops and laptops.
- Installed and configured software applications, ensuring compatibility and functionality for end-users.
- Maintained an organized inventory of IT equipment and supplies, facilitating efficient resource allocation.
Education
- Bachelor of Science in Information Technology - University of Washington (2018)
Why and how to use a similar resume
This resume effectively showcases an IT Support Engineer's journey from foundational support to advanced system administration. It uses a clean, chronological format that allows hiring managers to quickly grasp career progression and increasing responsibility. The strategic use of action verbs and quantifiable achievements in each bullet point demonstrates not just duties performed, but the tangible impact Alex had in previous roles, aligning perfectly with the demand for results-driven IT professionals. The summary provides a concise overview, immediately positioning the candidate as a valuable asset.
- Quantifiable achievements clearly demonstrate impact and value.
- Strong action verbs enhance readability and highlight active contributions.
- Strategic use of industry-specific keywords (e.g., Active Directory, Office 365, ServiceNow) ensures ATS compatibility.
- Clear career progression across three roles illustrates growing expertise and responsibility.
- Concise professional summary provides an immediate understanding of the candidate's core competencies.
Alex Chen
Junior IT Support Specialist Resume Example
Summary: Proactive and detail-oriented IT professional with a foundational understanding of network protocols, hardware troubleshooting, and software support. Eager to apply strong problem-solving skills and a commitment to user satisfaction in a dynamic Junior IT Support Specialist role, contributing to efficient system operations and positive user experiences.
Key Skills
Help Desk Support • Troubleshooting • Active Directory • Microsoft 365 • Windows OS / macOS • Network Fundamentals (TCP/IP, DNS) • Hardware Diagnostics • Ticketing Systems (Jira, ServiceNow) • Customer Service • Remote Support
Experience
-
Junior IT Support Specialist at TechSolutions Inc. ()
- Provided Tier 1 and Tier 2 technical support for over 300 internal users, resolving hardware, software, and network issues with an average ticket resolution time of 4 hours.
- Managed user accounts and permissions in Active Directory and Microsoft 365, ensuring secure access and streamlined onboarding for new employees.
- Configured, deployed, and troubleshot Windows and macOS workstations, peripherals, and mobile devices, reducing setup time by 15% through process optimization.
- Utilized ticketing systems like Jira Service Desk to log, prioritize, and track support requests, maintaining a 95% user satisfaction rate.
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Technical Support Representative at GlobalConnect Services ()
- Delivered remote technical assistance to over 50 customers daily, troubleshooting internet connectivity, software installations, and peripheral device issues.
- Achieved and maintained a customer satisfaction rating of 92% by providing clear, patient, and effective solutions over the phone and via chat.
- Diagnosed and resolved complex software conflicts and operating system errors (Windows 10/11, macOS) using remote desktop tools and diagnostic utilities.
- Educated users on best practices for cybersecurity, including anti-virus software usage and phishing prevention, reducing reported security incidents by 5%.
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IT Intern at Seattle Public Library System ()
- Assisted IT department with hardware installation, maintenance, and inventory management for 200+ public and staff computers across multiple branches.
- Performed software installations and updates for various applications, ensuring all systems met current operational standards.
- Provided basic troubleshooting support for public access computers and printers, enhancing user experience for library patrons.
- Developed a comprehensive inventory spreadsheet for IT assets, improving tracking efficiency by 20%.
Education
- Associate of Science in Information Technology - Seattle Central College (2019)
Why and how to use a similar resume
This resume is highly effective for a Junior IT Support Specialist because it strategically highlights foundational technical skills, combines them with strong customer service experience, and demonstrates a clear career progression. The summary is concise and immediately communicates the candidate's core competencies and enthusiasm. Each experience entry uses strong action verbs and quantifies achievements where possible, providing concrete evidence of impact. The inclusion of specific software and system names (Active Directory, Microsoft 365, Jira Service Desk) shows practical, hands-on experience crucial for an entry-level role. Furthermore, the progression from an IT Intern to a Technical Support Representative and finally to a Junior IT Support Specialist demonstrates consistent growth and dedication to the IT field.
- Quantifies achievements with metrics (e.g., 'reduced setup time by 15%', '95% user satisfaction rate') to demonstrate measurable impact.
- Utilizes specific industry keywords and software (e.g., Active Directory, Jira Service Desk, Microsoft 365) that are highly relevant to IT support roles.
- Showcases a clear career trajectory, moving from an intern role to a customer-facing support role, and then to a dedicated IT Support Specialist position.
- Blends technical skills with essential soft skills like problem-solving and customer service, which are critical for IT support.
- The 'Skills' section is concise and focuses on the most critical hard and soft skills, making it easy for recruiters to quickly assess relevant competencies.
Maya Rodriguez
Entry-Level Help Desk Technician Resume Example
Summary: Enthusiastic and dedicated entry-level IT professional with a strong foundation in technical support, customer service, and system troubleshooting. Eager to apply comprehensive knowledge of Windows OS, Office 365, and ticketing systems to resolve user issues efficiently and contribute to a seamless IT environment.
Key Skills
Windows OS (10/11) • Microsoft Office 365 • Active Directory • Ticketing Systems (Jira, Zendesk) • Hardware/Software Troubleshooting • Network Fundamentals (TCP/IP, DNS) • Customer Service • Problem Solving • Communication • Team Collaboration
Experience
-
IT Support Intern at Tech Solutions Inc. ()
- Provided Tier 1 technical support to internal employees, resolving an average of 15 tickets per day related to hardware, software, and network issues.
- Configured and troubleshot user accounts, groups, and permissions within Active Directory and Microsoft 365 Admin Center.
- Assisted in the deployment and configuration of new workstations (Windows 10/11) and peripheral devices, ensuring proper network connectivity and software installation.
- Utilized a ticketing system (Jira Service Desk) to log, track, and escalate technical issues, maintaining detailed documentation of resolutions.
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Customer Service Representative at Global Connect Telecom ()
- Successfully resolved over 50 customer inquiries daily regarding billing, service activation, and technical troubleshooting for internet and mobile services.
- Maintained a customer satisfaction rating of 92% by providing empathetic, clear, and efficient solutions to complex service problems.
- Trained new team members on company products, service protocols, and effective communication strategies, reducing their onboarding time by 10%.
- Documented customer interactions and resolutions accurately in the CRM system (Salesforce), ensuring comprehensive account histories.
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Retail Sales Associate at Electronics World ()
- Assisted customers in selecting appropriate electronic products, providing detailed information on features and specifications.
- Achieved monthly sales targets consistently by understanding customer needs and recommending tailored solutions.
- Managed inventory and organized product displays, contributing to an organized and customer-friendly shopping environment.
- Processed transactions accurately and efficiently, handling cash and credit card payments.
Education
- Associate of Science in Information Technology - Austin Community College (2023)
Why and how to use a similar resume
This resume effectively showcases an entry-level candidate's readiness for a Help Desk Technician role by strategically highlighting transferable skills and relevant technical exposure. Even without extensive direct experience, it emphasizes customer service acumen, problem-solving abilities, and foundational IT knowledge. The use of quantifiable achievements and specific technical keywords demonstrates practical application of skills, making the candidate appear proactive and capable.
- A strong professional summary immediately positions the candidate as a dedicated and technically proficient individual.
- Quantifiable achievements throughout the experience section provide concrete evidence of impact and efficiency.
- The 'IT Support Intern' role, even if short-term, directly addresses the technical requirements of the target position.
- The 'Customer Service Representative' role effectively bridges the gap, demonstrating crucial soft skills like communication and problem-solving.
- A focused 'Skills' section quickly communicates the candidate's technical capabilities and essential soft skills to recruiters.
Liam Parker
Senior IT Support Specialist Resume Example
Summary: Highly accomplished and proactive Senior IT Support Specialist with over 7 years of experience in delivering comprehensive technical support, system administration, and network troubleshooting. Proven ability to resolve complex issues, optimize IT infrastructure, and lead junior technicians, consistently improving system uptime and user satisfaction in fast-paced corporate environments.
Key Skills
Active Directory • Office 365/Microsoft 365 • Azure AD • Network Troubleshooting (TCP/IP, DNS, DHCP) • Endpoint Management (Intune, SCCM) • IT Security Best Practices • Help Desk & Ticketing Systems (Jira, ServiceNow) • Hardware/Software Deployment • System Administration (Windows Server) • Troubleshooting & Diagnostics
Experience
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Senior IT Support Specialist at TechSolutions Inc. ()
- Led a team of 3 IT Support Specialists, providing mentorship and advanced technical guidance, resulting in a 20% improvement in first-call resolution rates.
- Managed and maintained critical IT infrastructure for over 250 employees, including Windows Server, Active Directory, Office 365, and Azure AD, ensuring 99.9% system availability.
- Spearheaded the deployment and migration of new endpoint management solutions (Intune/SCCM), standardizing software distribution and reducing manual setup time by 30%.
- Resolved escalated hardware, software, and network issues, often involving intricate diagnostics and collaboration with Tier 3 support and external vendors.
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IT Support Specialist at Innovate Corp. ()
- Provided Tier 2 technical support for 300+ users across multiple locations, troubleshooting a wide range of issues related to desktops, laptops, mobile devices, and peripherals.
- Administered user accounts, permissions, and group policies within Active Directory and G Suite, ensuring compliance with organizational security standards.
- Configured and deployed new hardware and software for employees, including asset tracking and inventory management for over 500 IT assets.
- Managed the company's ticketing system (Jira Service Desk), prioritizing and resolving an average of 60 tickets per week with a 95% satisfaction rating.
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Junior IT Support Technician at Global Data Solutions ()
- Provided front-line technical support to over 150 users, resolving basic hardware and software issues promptly and efficiently.
- Performed routine system checks, updates, and backups to ensure data integrity and system performance.
- Installed and configured operating systems (Windows, macOS) and essential business applications for new hires.
- Managed IT inventory, tracking equipment allocation, returns, and repairs, contributing to a 10% reduction in equipment loss.
Education
- Bachelor of Science in Computer Science - San Francisco State University (2017)
Why and how to use a similar resume
This resume for a Senior IT Support Specialist is highly effective because it strategically showcases a clear progression of responsibility and technical depth. It moves beyond basic troubleshooting to highlight leadership, project involvement, system administration, and security expertise, which are critical for a senior role. The consistent use of quantifiable achievements throughout demonstrates direct impact and value, making the candidate stand out as a results-oriented professional.
- Strong professional summary immediately highlights years of experience and key senior-level contributions.
- Each experience entry features a robust set of 5+ bullet points, detailing specific responsibilities and achievements.
- Quantifiable metrics (e.g., "20% improvement," "99.9% availability," "reduced manual setup time by 30%") demonstrate tangible impact.
- Emphasis on leadership, mentorship, and project contributions clearly positions the candidate for senior roles.
- Skills section is concise and relevant, covering both critical hard skills (Active Directory, Azure AD, Intune) and essential soft skills (Troubleshooting, Mentorship).
Alex Chen
Lead Help Desk Analyst Resume Example
Summary: Highly experienced and results-driven Lead Help Desk Analyst with 7+ years of progressive experience in IT support and incident management. Proven ability to lead high-performing teams, optimize service delivery, and resolve complex technical issues, consistently improving user satisfaction and operational efficiency. Adept at leveraging ITIL best practices and advanced troubleshooting techniques to maintain robust IT environments.
Key Skills
ITIL Framework • ServiceNow • Active Directory • Microsoft 365 • Windows/macOS/Linux • Network Troubleshooting (TCP/IP, DNS) • Cloud Platforms (Azure, AWS) • Incident Management • Team Leadership • Remote Support Tools
Experience
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Lead Help Desk Analyst at TechSolutions Global ()
- Led a team of 5 Help Desk Analysts, overseeing daily operations, performance reviews, and professional development, resulting in a 15% improvement in team productivity.
- Managed and resolved escalated Tier 2/3 technical incidents for over 500 internal users, reducing average resolution time by 20% through advanced troubleshooting and root cause analysis.
- Implemented new ticketing system workflows in ServiceNow, enhancing incident tracking and reporting capabilities, which improved SLA adherence by 10% across critical services.
- Developed and delivered comprehensive training modules for new hires on company-specific software, hardware, and IT policies, ensuring rapid onboarding and consistent service quality.
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Senior Help Desk Analyst at Innovate Systems Inc. ()
- Provided expert Tier 2 technical support for hardware, software, network connectivity, and application issues to a diverse user base of 300+ employees.
- Administered user accounts and access permissions in Active Directory and Microsoft 365, ensuring compliance with security policies and efficient onboarding/offboarding processes.
- Diagnosed and resolved complex network issues (TCP/IP, DNS, DHCP) and VPN connectivity problems, minimizing downtime and restoring critical business operations.
- Managed the deployment, configuration, and maintenance of over 150 workstations and mobile devices, ensuring optimal performance and security updates.
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Help Desk Technician at Digital Connect Services ()
- Served as the primary point of contact for all incoming IT support requests, resolving approximately 30-40 tickets daily via phone, email, and chat.
- Performed routine system maintenance, software installations, and hardware diagnostics for Windows and macOS environments.
- Managed user account issues, including password resets, account unlocks, and basic permission modifications.
- Documented all support interactions and resolutions accurately in Jira Service Desk, contributing to an organized and searchable knowledge repository.
Education
- Bachelor of Science in Information Technology - University of Texas at Austin (2017)
Why and how to use a similar resume
This resume is highly effective for a Lead Help Desk Analyst because it strategically showcases a clear career progression from technician to lead, emphasizing leadership, advanced technical skills, and quantifiable achievements. It uses industry-standard keywords and software, demonstrating direct experience with critical tools and methodologies. The summary immediately positions the candidate as a seasoned professional, while the detailed bullet points for each role provide concrete evidence of impact and responsibility. The inclusion of specific metrics validates the candidate's ability to drive results and improve operational efficiency.
- Clear career progression demonstrates increasing responsibility and expertise.
- Quantifiable achievements highlight direct impact on efficiency and service quality.
- Strong use of industry-specific keywords and software (ServiceNow, ITIL, Active Directory) ensures ATS compatibility.
- Emphasis on leadership, team management, and training skills crucial for a lead role.
- Comprehensive skill section balances technical proficiency with essential soft skills.
Jordan Smith
IT Support Team Lead Resume Example
Summary: Highly accomplished IT Support Team Lead with 7+ years of progressive experience in technical support, team leadership, and IT service management. Proven ability to optimize support operations, enhance user satisfaction, and drive project success through expert troubleshooting and strategic process improvements. Adept at leading high-performing teams in fast-paced enterprise environments.
Key Skills
ITIL Framework • ServiceNow & Jira • Active Directory & Azure AD • Office 365 & Microsoft 365 Admin • Network Troubleshooting (TCP/IP, DNS, DHCP) • Endpoint Management (SCCM, Intune) • Team Leadership & Mentoring • Problem Solving & Diagnostics • Customer Service & Communication • Process Improvement
Experience
-
IT Support Team Lead at TechSolutions Inc. ()
- Led a team of 8 IT Support Specialists, overseeing daily operations, performance management, and professional development to ensure high-quality service delivery.
- Reduced average incident resolution time by 20% through implementing new diagnostic tools and refining escalation procedures, impacting over 5,000 employees.
- Managed critical IT projects, including the migration of 1,500 users to Office 365, completing 15% ahead of schedule and under a $50,000 budget.
- Developed and maintained comprehensive knowledge base articles and training materials, improving first-call resolution rates by 18% and reducing repeated inquiries.
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Senior IT Support Specialist at InnovateWorks Software ()
- Provided Tier 2/3 technical support for complex hardware, software, and network issues for a user base of 1,200, achieving a 95% customer satisfaction rating.
- Mentored junior IT support staff, guiding them on advanced troubleshooting techniques and best practices, which contributed to a 10% reduction in escalated tickets.
- Administered user accounts, permissions, and group policies in Active Directory and Azure AD, ensuring secure and efficient access management.
- Contributed to the successful rollout of a new CRM system, providing critical user acceptance testing and post-deployment support for 500+ sales and marketing users.
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IT Support Specialist at Apex Business Solutions ()
- Delivered prompt and effective Tier 1 technical support for a diverse client base, resolving an average of 30-40 tickets daily across various platforms.
- Performed hardware and software installations, configurations, and upgrades for desktops, laptops, and mobile devices, ensuring optimal performance.
- Documented all support interactions and resolutions in a centralized ticketing system (Zendesk), maintaining accurate records for future reference and analysis.
- Assisted with network troubleshooting, including Wi-Fi connectivity and VPN issues, ensuring reliable access for remote and in-office users.
Education
- Bachelor of Science in Information Technology - The University of Texas at Austin (2016)
Why and how to use a similar resume
This resume for an IT Support Team Lead is highly effective due to its strong emphasis on quantifiable achievements and leadership impact. The summary immediately positions Jordan as an experienced leader. Each experience entry showcases clear career progression and is rich with specific metrics demonstrating problem-solving capabilities, efficiency gains (e.g., 'reduced resolution time by 20%', 'completed 15% ahead of schedule'), and project management success. The use of industry-standard keywords like ITIL, ServiceNow, Active Directory, and Office 365 ensures ATS compatibility and highlights relevant technical expertise. The clean structure and bulleted format make it easy for hiring managers to quickly grasp key contributions and value.
- Quantifiable achievements and metrics clearly demonstrate impact.
- Strong use of industry-specific keywords ensures ATS compatibility.
- Clear career progression highlights growth into a leadership role.
- Emphasis on leadership, team management, and process improvement.
- Concise, action-oriented language makes achievements easy to digest.
Jordan Miller
IT Administrator Resume Example
Summary: Highly skilled and proactive IT Administrator with 7+ years of experience in system administration, network management, and user support. Proven ability to optimize IT infrastructure, enhance cybersecurity, and streamline operations, leading to improved efficiency and reduced downtime. Eager to leverage expertise in Active Directory, Microsoft 365, and virtualization to contribute to a dynamic IT environment.
Key Skills
Active Directory • Microsoft 365 (Exchange, SharePoint, Teams) • Azure AD • VMware vSphere • Network Administration (TCP/IP, DNS, DHCP, VPN) • Cybersecurity (Firewalls, EDR) • PowerShell Scripting • Windows Server (2016/2019/2022) • Linux (Ubuntu, CentOS) • Helpdesk & Ticketing Systems (ServiceNow)
Experience
-
IT Administrator at Tech Solutions Inc. ()
- Managed and maintained Windows Server environments (2016/2019/2022) for 250+ users, ensuring 99.9% system uptime through proactive monitoring and rapid issue resolution.
- Administered Active Directory, Group Policy Objects (GPO), and Azure AD to manage user accounts, permissions, and security policies, improving access control by 15%.
- Implemented and managed Microsoft 365 services, including Exchange Online, SharePoint, and Teams, migrating 100+ mailboxes with zero data loss.
- Configured and troubleshot network infrastructure, including firewalls (FortiGate), switches (Cisco), VPNs, DNS, and DHCP, enhancing network stability and security.
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Systems Support Specialist at Global Innovations Corp. ()
- Provided comprehensive Tier 2 technical support for 150+ employees across multiple departments, resolving 90% of escalated tickets within SLA.
- Configured and maintained virtualized environments using VMware vSphere, ensuring optimal performance and resource allocation for critical applications.
- Managed endpoint security solutions (e.g., EDR, antivirus) and performed regular vulnerability assessments, reducing security incidents by 10%.
- Assisted in the deployment and configuration of new hardware (servers, workstations, network devices) and software, ensuring seamless integration into existing infrastructure.
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IT Support Technician at Apex Services Group ()
- Delivered front-line technical support to 100+ users, resolving a wide range of hardware, software, and connectivity issues, achieving a 95% first-call resolution rate.
- Installed, configured, and troubleshot Windows 10 operating systems, Microsoft Office Suite, and various business applications.
- Managed IT inventory, including asset tracking, procurement, and deployment of laptops, desktops, and peripherals.
- Performed routine system backups and recoveries, ensuring data integrity and business continuity.
Education
- Bachelor of Science in Information Technology - University of Texas at Austin (2016)
Why and how to use a similar resume
This resume for an IT Administrator is highly effective because it strategically balances technical depth with quantifiable achievements. It immediately establishes the candidate's core competencies in the professional summary, setting the stage for a detailed showcase of their skills. The experience section uses strong action verbs and metrics to demonstrate tangible impact, such as improving system uptime and resolving tickets efficiently, which are critical for an IT role. The clear progression through roles, from IT Support Technician to IT Administrator, highlights career growth and increasing responsibility. Finally, the targeted skills section provides a quick overview of the candidate's technical proficiencies, making it easy for hiring managers to identify a match.
- Quantifiable achievements demonstrate concrete value and impact.
- Keyword-rich summary and experience sections are optimized for Applicant Tracking Systems (ATS).
- Clear career progression showcases increasing responsibility and expertise.
- Action-oriented bullet points highlight specific contributions and results.
- Concise and relevant skills list provides immediate insight into technical capabilities.
Alex Chen
Network Support Technician Resume Example
Summary: Highly motivated Network Support Technician with 6+ years of experience in diagnosing, resolving, and optimizing complex network infrastructures. Proven ability to maintain high network availability, implement robust security protocols, and provide exceptional technical support, reducing downtime and enhancing system performance across diverse environments.
Key Skills
Networking Protocols (TCP/IP, DNS, DHCP) • Cisco IOS & Hardware • LAN/WAN Configuration & Troubleshooting • VPN & Firewall Management (Palo Alto, Fortinet) • Network Monitoring (SolarWinds, Wireshark) • Wireless Technologies (802.11ax/ac) • VoIP Systems • Active Directory • Technical Support & Help Desk • Problem Solving
Experience
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Network Support Technician at TechSolutions Global ()
- Managed and maintained network infrastructure for 150+ users across multiple sites, ensuring 99.8% uptime for critical business operations.
- Diagnosed and resolved complex LAN/WAN connectivity issues, firewall configurations (Palo Alto), and VPN tunnels, reducing average resolution time by 20%.
- Configured, deployed, and troubleshot Cisco routers/switches (Catalyst series) and wireless access points (Cisco Meraki, Ubiquiti), improving network efficiency.
- Implemented and monitored network security protocols, including access control lists (ACLs) and intrusion detection systems (IDS), mitigating 10+ potential security threats monthly.
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IT Support Specialist at ConnectPro Services ()
- Provided comprehensive IT support for 200+ employees, resolving hardware, software, and network issues via ticketing system (ServiceNow).
- Configured and maintained Windows Server environments, Active Directory, DNS, and DHCP services, ensuring reliable user access and authentication.
- Performed regular network diagnostics and basic troubleshooting for connectivity, printer, and VoIP phone system issues.
- Managed asset inventory and procurement for network devices and workstations, contributing to a 15% reduction in IT spending.
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Junior Network Technician at DataLink Solutions ()
- Assisted senior network engineers with installation, configuration, and maintenance of network equipment, including routers, switches, and firewalls.
- Performed cable management, patch panel organization, and physical network infrastructure checks for optimal performance.
- Monitored network performance and reported anomalies using basic monitoring tools, escalating issues to senior staff as needed.
- Provided initial troubleshooting for network connectivity issues for internal users, resolving 70% of issues independently.
Education
- Associate of Science in Information Technology - City College of San Francisco (2017)
Why and how to use a similar resume
This resume is highly effective for a Network Support Technician because it strategically highlights hands-on experience with critical networking technologies, systems, and troubleshooting methodologies. It uses a clear, reverse-chronological format that emphasizes career progression and quantifiable achievements, making it easy for hiring managers to quickly grasp the candidate's capabilities and impact.
- Quantifiable achievements are integrated into bullet points, demonstrating tangible impact (e.g., '99.8% uptime', 'reduced resolution time by 20%').
- Industry-specific keywords (Cisco IOS, Palo Alto, SolarWinds, TCP/IP, LAN/WAN, VPN) are prominently featured, optimizing for Applicant Tracking Systems (ATS).
- Clear career progression from Junior Technician to Network Support Technician showcases increasing responsibility and expertise.
- The summary provides a concise overview of the candidate's experience and key strengths, immediately capturing attention.
- The 'Skills' section is focused on the most relevant hard and soft skills, providing a quick reference for technical competencies.
Jordan Smith
Systems Support Specialist Resume Example
Summary: Highly motivated Systems Support Specialist with 6+ years of progressive experience in IT infrastructure, network administration, and end-user support. Proven ability to diagnose and resolve complex technical issues, optimize system performance, and enhance operational efficiency within fast-paced environments. Adept at leveraging tools like Active Directory, Office 365, and ServiceNow to deliver seamless IT services.
Key Skills
Active Directory • Office 365 Administration • Windows Server • Networking (TCP/IP, DNS, DHCP, VPN) • Virtualization (VMware/Hyper-V) • PowerShell Scripting • ITIL Framework • ServiceNow • Cybersecurity Best Practices • Hardware/Software Troubleshooting
Experience
-
Systems Support Specialist at TechSolutions Inc. ()
- Managed and maintained Windows Server environments (2016/2019), including Active Directory, Group Policy, DNS, and DHCP for over 300 users, ensuring 99.9% system uptime.
- Provided advanced troubleshooting and resolution for network connectivity issues (TCP/IP, VPN, Wi-Fi), hardware malfunctions, and software applications, reducing average resolution time by 15%.
- Administered Office 365 suite, including Exchange Online, SharePoint, and Teams, managing user accounts, permissions, and security configurations.
- Implemented and maintained security protocols, including endpoint protection and patch management, resulting in a 20% reduction in security incidents.
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IT Support Technician at Global Innovations ()
- Served as the primary point of contact for technical support requests, resolving over 50 tickets weekly related to hardware, software, and network issues for 200+ employees.
- Configured and deployed new workstations, laptops, and mobile devices, ensuring proper software installation, network connectivity, and data migration.
- Managed user accounts and permissions in Active Directory, performing onboarding and offboarding procedures in compliance with company policies.
- Provided remote support using tools like TeamViewer and RDP, effectively assisting users across multiple locations and minimizing downtime.
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Technical Support Associate at ConnectPro Services ()
- Provided first-level technical assistance to customers via phone and email, troubleshooting common software and hardware issues for various consumer electronics.
- Guided users through step-by-step solutions for operating system (Windows, macOS) and application-specific problems.
- Escalated complex issues to senior technicians, ensuring timely resolution and customer satisfaction.
- Maintained a high level of customer service, achieving an average customer satisfaction rating of 90% over two years.
Education
- Associate of Applied Science in Information Technology - Austin Community College (2017)
Why and how to use a similar resume
This resume is highly effective for a Systems Support Specialist because it clearly showcases a progressive career path in IT support, demonstrating increasing responsibility and technical proficiency. It strategically uses action verbs and quantifiable achievements to highlight impact, rather than just listing duties. The inclusion of specific technologies and methodologies (e.g., Active Directory, Office 365, ServiceNow, ITIL, PowerShell) immediately signals expertise to hiring managers looking for these specific skills. The clean format and concise summary ensure readability and quick assessment of the candidate's core competencies.
- Quantifiable achievements highlight direct business impact (e.g., "reduced average resolution time by 15%").
- Specific technology keywords (Active Directory, Office 365, PowerShell) are prominently featured, enhancing ATS compatibility.
- Strong action verbs initiate each bullet point, demonstrating proactivity and responsibility.
- Clear career progression from Technical Support Associate to Systems Support Specialist is evident, showcasing growth.
- A concise and results-oriented summary provides an immediate overview of the candidate's core value proposition.
Jordan Smith
Field Service Technician Resume Example
Summary: Highly analytical and customer-focused Field Service Technician with 6+ years of experience providing expert on-site technical support, diagnostics, and repair for diverse hardware and software systems. Proven ability to resolve complex issues efficiently, enhance system uptime, and maintain high levels of client satisfaction across various industries.
Key Skills
Hardware Diagnostics & Repair • Network Troubleshooting (TCP/IP, LAN/WAN, VPN) • Windows Server & Active Directory • Office 365 & G Suite Administration • POS Systems & Peripherals • Remote Support Tools (TeamViewer, RDP) • Customer Relationship Management (CRM) • Incident Management (ServiceNow) • Problem Solving & Critical Thinking • Technical Documentation
Experience
-
Field Service Technician at TechSolutions Group ()
- Diagnose and resolve complex hardware, software, and network issues for over 50 client sites monthly, reducing average resolution time by 20%.
- Perform preventative maintenance and system upgrades on servers, workstations, and POS systems, improving system reliability by 15% annually.
- Manage a territory of 30+ enterprise clients, consistently achieving a 95%+ customer satisfaction rating through proactive communication and effective problem-solving.
- Install, configure, and troubleshoot network infrastructure, including routers, switches, and firewalls (Cisco, Ubiquiti), ensuring seamless connectivity for critical business operations.
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IT Support Specialist at OmniCorp Solutions ()
- Provided remote and on-site technical support for over 200 users, resolving Tier 1/2 hardware, software, and network issues with a 90% first-call resolution rate.
- Configured and deployed new workstations, laptops, and mobile devices (Windows, macOS, iOS, Android), ensuring compliance with company security policies.
- Managed user accounts and permissions within Active Directory and G Suite, streamlining onboarding/offboarding processes for 50+ employees annually.
- Troubleshot VPN connectivity, wireless networks, and peripheral devices, maintaining critical business operations and remote access for staff.
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Junior IT Technician at Apex Innovations ()
- Performed basic hardware repairs and upgrades for company desktops and laptops, including RAM, HDD/SSD replacements, and component cleaning.
- Installed and configured operating systems (Windows 7/10) and essential software packages for new employees.
- Responded to help desk tickets, escalating complex issues to senior technicians while resolving common problems independently.
- Maintained inventory of IT equipment and supplies, ensuring availability for rapid deployment and repairs.
Education
- Associate of Applied Science in Information Technology - Dallas Community College (2017)
Why and how to use a similar resume
This resume effectively showcases Jordan Smith as a highly competent Field Service Technician by employing a clear, achievement-oriented structure. The summary immediately establishes his experience and value proposition, while each experience entry uses strong action verbs and quantifiable metrics to demonstrate impact. The inclusion of specific technologies and industry keywords throughout the document ensures it is optimized for Applicant Tracking Systems (ATS) and resonates with hiring managers seeking technical expertise. The concise skills section highlights critical competencies without overwhelming the reader, providing a quick overview of his capabilities.
- Quantifiable achievements (e.g., "reduced resolution time by 20%", "95%+ customer satisfaction") demonstrate tangible value and impact.
- Specific technical keywords (e.g., "Windows Server," "Active Directory," "POS systems," "Cisco," "ServiceNow") ensure ATS compatibility and highlight relevant expertise.
- Strong action verbs (e.g., "Diagnose," "Perform," "Manage," "Install," "Provide") create a dynamic and results-driven narrative for each bullet point.
- The "Present" date for the most recent role confirms current employment and ongoing relevance in the field.
- A dedicated skills section quickly informs recruiters of key competencies, aiding rapid assessment and matching to job requirements.
Alex Chen
Application Support Analyst Resume Example
Summary: Highly analytical and results-driven Application Support Analyst with 7+ years of experience in optimizing system performance, resolving complex technical issues, and enhancing user satisfaction. Proficient in ITIL methodologies, SQL, scripting (Python/PowerShell), and various ticketing systems. Proven ability to reduce Mean Time To Resolution (MTTR) and improve operational efficiency across critical business applications.
Key Skills
Application Support • ITIL Framework • ServiceNow • SQL • Python/PowerShell Scripting • Root Cause Analysis • Incident Management • System Monitoring (Splunk, Nagios) • Cloud Platforms (AWS, Azure) • Troubleshooting
Experience
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Senior Application Support Analyst at Innovatech Solutions Inc. ()
- Led incident resolution for critical enterprise applications (CRM, ERP, custom web apps), reducing Mean Time To Resolution (MTTR) by 25% through advanced troubleshooting and root cause analysis.
- Developed and maintained Python and PowerShell scripts to automate routine support tasks, improving team efficiency by 15% and minimizing manual errors.
- Managed and prioritized a high-volume incident queue (averaging 50+ tickets/week) using ServiceNow, ensuring adherence to strict Service Level Agreements (SLAs).
- Performed complex SQL queries to diagnose database-related application issues, extract data for reporting, and support data integrity initiatives.
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Technical Support Specialist at Global Data Systems ()
- Provided Tier 2 technical support for proprietary software applications, resolving an average of 40 tickets per week with a 95% customer satisfaction rating.
- Utilized Jira Service Desk for incident tracking, problem management, and change requests, ensuring clear communication and documentation.
- Performed system monitoring using Splunk and Nagios to proactively identify and address potential performance bottlenecks and outages.
- Authored and updated technical documentation, including knowledge base articles and troubleshooting guides, reducing resolution time for common issues by 10%.
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IT Help Desk Technician at Citywide Tech Services ()
- Served as the primary point of contact for IT-related inquiries, resolving hardware, software, and network issues for over 200 internal users.
- Troubleshot and resolved common operating system issues (Windows, macOS) and installed/configured essential business software.
- Managed user accounts, password resets, and access rights within Active Directory, adhering to security policies.
- Provided support for mobile devices (iOS, Android) and VPN connectivity, facilitating remote work capabilities.
Education
- Bachelor of Science in Computer Science - University of Washington (2017)
Why and how to use a similar resume
This resume effectively positions the candidate, Alex Chen, as a highly capable Application Support Analyst. It opens with a concise yet impactful professional summary that immediately highlights key strengths and years of experience. The experience section is robust, featuring three distinct roles with a strong emphasis on quantifiable achievements and the use of industry-standard tools and methodologies. By incorporating specific software (ServiceNow, SQL, Python) and metrics (reduced MTTR, improved efficiency, resolved high-priority incidents), the resume demonstrates a results-oriented approach. The clear structure, use of action verbs, and strategic keyword placement ensure it is both human-readable and optimized for Applicant Tracking Systems (ATS).
- A strong professional summary immediately outlines key qualifications and years of experience.
- Quantifiable achievements and metrics are integrated into bullet points, demonstrating tangible impact.
- Specific industry keywords and software (e.g., ServiceNow, ITIL, SQL, Python) are strategically used.
- A clear, chronological work history with detailed responsibilities and accomplishments is presented.
- The skills section is concise and highlights the most critical hard and soft skills for the role.
Alex Chen
Remote Support Technician Resume Example
Summary: Highly skilled and customer-focused Remote Support Technician with 5+ years of experience delivering efficient technical assistance to diverse user bases. Proven ability to diagnose and resolve complex hardware and software issues remotely, streamline support processes, and enhance user satisfaction. Eager to leverage expertise in ticketing systems, network troubleshooting, and cloud environments to support a dynamic team.
Key Skills
Remote Desktop Support • Ticketing Systems (Zendesk, Jira) • Microsoft 365 Administration • Active Directory / Azure AD • Network Troubleshooting (TCP/IP, VPN) • Hardware/Software Diagnostics • Windows & macOS Support • Customer Service • Problem Solving • Technical Documentation
Experience
-
Remote Support Technician at Innovate Solutions Group ()
- Provided advanced remote technical support for over 200 users daily across diverse operating systems (Windows, macOS, Linux) and proprietary applications, resolving 95% of issues on first contact.
- Managed and prioritized incident tickets using Zendesk, consistently exceeding SLA targets by 10% and reducing average resolution time by 15% through efficient troubleshooting.
- Administered user accounts, permissions, and group policies within Active Directory and Azure AD, ensuring secure access and compliance for remote employees.
- Configured and troubleshot VPN connections, network connectivity, and remote access tools (e.g., TeamViewer, ConnectWise Control) to maintain seamless remote operations.
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Technical Support Specialist at GlobalTech Services ()
- Delivered expert help desk support via phone, email, and chat for software, hardware, and network-related issues for a client base of 500+ users.
- Utilized Jira Service Desk to log, track, and resolve over 50 tickets weekly, maintaining detailed records of resolutions and escalating complex problems to Level 2 support.
- Performed remote diagnostics and configuration for Microsoft 365 applications (Outlook, Teams, SharePoint) and provided user training, improving productivity by 20%.
- Assisted with onboarding new employees by setting up workstations, configuring software, and providing initial IT orientation, ensuring a smooth transition.
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IT Support Associate at Apex Digital Solutions ()
- Provided first-line technical assistance to internal staff, resolving common IT issues such as password resets, printer malfunctions, and software installations.
- Documented all support interactions and resolutions in a centralized ticketing system, contributing to a searchable database for future reference.
- Assisted senior technicians with hardware deployments, network cabling, and routine system maintenance tasks, gaining foundational IT infrastructure knowledge.
- Educated users on basic cybersecurity best practices and responsible software usage, reducing instances of user-induced security vulnerabilities by 5%.
Education
- Associate of Science in Information Technology - Front Range Community College (2017)
Why and how to use a similar resume
This resume effectively showcases Alex Chen's qualifications as a Remote Support Technician by employing a clear, results-oriented structure. It strategically uses action verbs and quantifiable achievements to highlight impact, rather than just responsibilities. The summary immediately positions the candidate as experienced and customer-focused, while the chronological experience section demonstrates consistent career progression and increasing levels of responsibility. The targeted skills section further reinforces the candidate's technical competencies relevant to remote support roles, ensuring both human readability and ATS compatibility.
- Quantifiable Achievements: Metrics like 'resolved 95% of issues on first contact' and 'reduced average resolution time by 15%' provide concrete evidence of impact and efficiency.
- Industry-Specific Keywords: Inclusion of terms like Zendesk, Active Directory, Microsoft 365, VPN, and ITIL ensures ATS compatibility and relevance for IT support roles.
- Clear Career Progression: Demonstrates growth from an IT Support Associate to a Remote Support Technician, illustrating increasing expertise and responsibility over time.
- Targeted Skills Section: Highlights the most critical hard and soft skills for remote support, making it easy for recruiters to identify key competencies at a glance.
- Action-Oriented Language: Each bullet point begins with a strong action verb, emphasizing initiative, ownership, and measurable results.
Jordan Smith
End-User Support Specialist Resume Example
Summary: Highly motivated End-User Support Specialist with over 6 years of experience in delivering exceptional technical assistance and resolving complex IT issues. Proven ability to reduce resolution times, enhance user satisfaction, and manage diverse IT environments, dedicated to optimizing system performance and user productivity.
Key Skills
Windows & macOS Troubleshooting • Microsoft 365 & G Suite • Active Directory & Azure AD • ServiceNow & Jira Service Management • Network Diagnostics (TCP/IP, DNS, VPN) • Hardware & Software Installation • Remote Support Tools (TeamViewer, AnyDesk) • ITIL Framework • Customer Service Excellence • Problem Solving & Diagnostics
Experience
-
End-User Support Specialist at Innovatech Solutions ()
- Managed advanced troubleshooting for Windows, macOS, and Linux environments, resolving complex hardware/software issues for 500+ employees.
- Administered user accounts and permissions in Active Directory and Azure AD, ensuring secure access and compliance with company policies.
- Reduced average ticket resolution time by 15% through efficient diagnostic processes and proactive problem-solving using ServiceNow.
- Contributed to the development and maintenance of IT knowledge base articles, empowering users and reducing repeat inquiries by 10%.
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IT Support Technician at Global Data Systems ()
- Provided comprehensive technical support for Microsoft 365 suite, including Outlook, Teams, and SharePoint, to over 300 users.
- Managed incident lifecycle from logging to resolution using Jira Service Management, maintaining a 90%+ first-call resolution rate.
- Configured and troubleshot VPN clients, network connectivity (TCP/IP, DNS), and Wi-Fi issues, ensuring seamless remote work capabilities.
- Performed routine system updates, patch management, and antivirus checks to maintain system integrity and security across all endpoints.
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Help Desk Analyst at TechLink Services ()
- Served as the initial point of contact for all IT-related inquiries, providing polite and efficient support via phone, email, and in-person.
- Resolved common software application issues (e.g., Adobe Creative Suite, CRM tools) and printer/scanner malfunctions.
- Documented all support interactions and resolutions in a ticketing system, contributing to a comprehensive historical record.
- Educated end-users on best practices for data security and efficient software usage, reducing user-induced errors by 20%.
Education
- Associate of Science in Information Technology - City College of San Francisco (2017)
- CompTIA A+ Certification - CompTIA (2017)
Why and how to use a similar resume
This resume is highly effective for an End-User Support Specialist because it strategically highlights a progressive career path, demonstrating increasing responsibility and technical proficiency. It uses strong action verbs and quantifiable achievements to showcase impact, rather than just listing duties. The clear technical skills section quickly communicates core competencies, while the professional summary provides an excellent snapshot of the candidate's value proposition. Overall, it's structured to be easily scannable by recruiters and Applicant Tracking Systems (ATS), ensuring key information is immediately accessible and relevant.
- Quantifiable achievements demonstrate tangible impact and efficiency improvements.
- Clear progression of roles shows growth in responsibility and technical expertise.
- Dedicated 'Skills' section quickly highlights essential technical and soft skills.
- Action-oriented bullet points provide specific examples of contributions and problem-solving.
- Professional summary effectively encapsulates the candidate's value and experience.
Jordan Smith
Cloud Support Engineer Resume Example
Summary: Highly motivated Cloud Support Engineer with 5+ years of experience specializing in AWS and Azure environments. Proven ability to troubleshoot complex cloud infrastructure issues, automate routine tasks, and enhance system reliability. Adept at providing exceptional technical support and implementing proactive solutions to optimize cloud operations.
Key Skills
AWS (EC2, S3, VPC, Lambda, CloudWatch) • Azure (VMs, Blob Storage, VNet, Azure Monitor) • Linux/Unix Administration • Python, Bash Scripting • Troubleshooting & Diagnostics • Networking (TCP/IP, DNS, VPN) • ITIL Framework • Containerization (Docker, Kubernetes) • CI/CD (Jenkins, GitLab CI) • Monitoring & Alerting
Experience
-
Cloud Support Engineer at CloudNet Solutions ()
- Provided Tier 2/3 support for critical AWS and Azure cloud infrastructure, resolving over 150 complex incidents monthly with an average resolution time reduction of 20%.
- Implemented automation scripts using Python and Bash to streamline routine operational tasks, reducing manual effort by 25% and improving system efficiency.
- Monitored cloud environments using CloudWatch, Azure Monitor, and Prometheus, proactively identifying and mitigating potential issues before they impacted users.
- Collaborated with DevOps teams to deploy and manage containerized applications using Docker and Kubernetes, ensuring seamless integration and optimal performance.
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IT Support Specialist at TechServe Inc. ()
- Resolved over 200 technical support tickets weekly for internal users, covering hardware, software, network connectivity, and basic cloud service access.
- Managed user accounts, permissions, and access controls across Active Directory and various SaaS platforms, ensuring compliance with security policies.
- Performed routine server maintenance, patching, and backups for Windows Server and Linux environments, reducing system downtime by 15%.
- Configured and troubleshot network devices including routers, switches, and firewalls, ensuring reliable connectivity for over 500 employees.
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Technical Support Representative at GlobalTech Solutions ()
- Delivered front-line technical support to customers via phone, email, and chat, resolving product-related issues and escalating complex cases effectively.
- Diagnosed and resolved software installation issues, network connectivity problems, and peripheral device malfunctions.
- Maintained detailed records of customer interactions and technical issues in a CRM system, contributing to a 10% improvement in resolution tracking.
- Collaborated with product development teams to provide user feedback and identify recurring issues, influencing product improvements.
Education
- Bachelor of Science in Computer Science - University of Texas at Austin (2017)
Why and how to use a similar resume
This resume for a Cloud Support Engineer is highly effective because it strategically highlights a clear progression of technical expertise and responsibility. It moves from general technical support to specialized cloud engineering, demonstrating a candidate who actively sought to expand their skillset in a high-demand field. The use of quantifiable achievements throughout each role provides concrete evidence of impact, while the dedicated skills section is optimized with industry-standard keywords that are easily scannable by Applicant Tracking Systems (ATS).
- Clear career progression from general IT support to specialized cloud engineering.
- Quantifiable achievements demonstrate tangible impact and value in previous roles.
- Optimized with industry-specific keywords (AWS, Azure, Linux, Python, CI/CD) for ATS compatibility.
- Strong professional summary immediately establishes the candidate's core competencies and experience.
- Balanced presentation of both technical hard skills and essential soft skills like problem-solving and communication.
Alex Chen
Cybersecurity Support Analyst Resume Example
Summary: Highly motivated Cybersecurity Support Analyst with 4+ years of progressive experience in incident response, threat detection, and user security education. Proven ability to triage and resolve complex security issues, manage security tools, and enhance organizational security posture. Seeking to leverage strong analytical and problem-solving skills to contribute to a dynamic cybersecurity team.
Key Skills
Incident Response • SIEM (Splunk) • EDR (CrowdStrike) • Network Security • Vulnerability Management • Active Directory • Azure AD • Microsoft 365 Security • Firewall Configuration • Troubleshooting
Experience
-
Cybersecurity Support Analyst at SecureNet Solutions ()
- Responded to and triaged over 50 security incidents monthly, reducing average resolution time by 20% through efficient analysis and coordination with Level 2 teams.
- Managed and monitored SIEM (Splunk) and EDR (CrowdStrike) alerts, identifying and mitigating potential threats across 500+ endpoints.
- Conducted routine vulnerability scans using Nessus and advised on remediation strategies, contributing to a 15% reduction in critical vulnerabilities.
- Provided direct support to 300+ employees on security best practices, phishing awareness, and multi-factor authentication (MFA) issues, improving user security compliance.
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IT Support Specialist at TechPulse Innovations ()
- Provided comprehensive technical support for hardware, software, and network issues to 200+ internal users, resolving 90% of tickets at the first tier.
- Administered user accounts and access controls within Active Directory and Azure AD, ensuring adherence to least privilege principles for 500+ users.
- Assisted in the deployment and configuration of endpoint security software, including antivirus and anti-malware solutions across company devices.
- Monitored network traffic and firewall logs for suspicious activity, escalating potential security incidents to senior analysts promptly.
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Technical Support Representative at GlobalTech Services ()
- Delivered comprehensive technical assistance to customers via phone and email, resolving a wide range of software and hardware issues with a 95% satisfaction rate.
- Documented all support interactions and resolutions meticulously in a ticketing system (ServiceNow), ensuring accurate record-keeping.
- Collaborated with senior technicians to troubleshoot complex network and system problems, learning foundational IT infrastructure concepts.
- Assisted users with password resets, account unlocks, and basic security inquiries, adhering to strict data privacy protocols and maintaining compliance.
Education
- Bachelor of Science in Cybersecurity - University of Washington (2017)
Why and how to use a similar resume
This resume is highly effective for a Cybersecurity Support Analyst because it strategically highlights relevant technical skills, quantifiable achievements, and a clear career progression in IT support with increasing security responsibilities. It uses strong action verbs and specific industry tools (Splunk, CrowdStrike, Nessus) to demonstrate hands-on experience, making the candidate immediately appealing to hiring managers looking for practical expertise in security operations. The structured format ensures readability and quick identification of key qualifications.
- Quantifiable achievements throughout the experience section provide concrete evidence of impact and efficiency.
- Specific mention of industry-standard tools like Splunk, CrowdStrike, and Nessus demonstrates practical, hands-on technical proficiency.
- Clear progression from general IT support to specialized cybersecurity roles showcases a dedicated career path and growing expertise.
- Integration of both technical (SIEM, EDR) and crucial soft skills (Communication, Troubleshooting) reflects a well-rounded candidate.
- The professional summary effectively condenses key qualifications and career aspirations, immediately grabbing the reader's attention.
Jordan Smith
IT Support Manager Resume Example
Summary: Highly accomplished and results-driven IT Support Manager with over 8 years of experience in optimizing service desk operations, leading high-performing technical teams, and enhancing user satisfaction. Proven ability to implement strategic IT solutions, manage complex projects, and drive continuous improvement within fast-paced corporate environments.
Key Skills
ITIL v4 Framework • ServiceNow & Jira • Active Directory & Microsoft 365 Admin • Network Troubleshooting (TCP/IP, DNS, VPN) • Cloud Platforms (Azure, AWS Basics) • Endpoint Management (Intune, SCCM) • Cybersecurity Awareness & Incident Response • Team Leadership & Mentoring • Project Management Methodologies • Vendor & Budget Management
Experience
-
IT Support Manager at TechSolutions Inc. ()
- Led a team of 8 IT Support Specialists, overseeing daily operations, incident management, and problem resolution for over 1,500 employees across multiple locations.
- Implemented ITIL-based service desk processes, resulting in a 25% reduction in average ticket resolution time and a 15% improvement in first-contact resolution rates.
- Managed an annual IT support budget of 50,000, optimizing software licenses and hardware procurement to achieve a 10% cost saving without compromising service quality.
- Spearheaded the migration of the company's ticketing system to ServiceNow, including custom workflow development and comprehensive staff training, improving efficiency by 20%.
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Senior IT Support Specialist at Global Innovations Corp ()
- Provided advanced technical support for escalated hardware, software, and network issues, resolving over 90% of complex cases in-house.
- Mentored and trained 4 junior IT Support Specialists, contributing to their professional development and improving overall team capability.
- Managed Active Directory user accounts, group policies, and permissions for over 800 users, ensuring security compliance and efficient access management.
- Played a key role in the deployment of new endpoint management solutions (Microsoft Intune), streamlining software distribution and patch management across 600 devices.
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IT Support Technician at Pinnacle Solutions ()
- Delivered prompt and effective technical assistance to employees via phone, email, and in-person, resolving an average of 30-40 tickets daily using Zendesk.
- Performed hardware and software installations, configurations, and troubleshooting for Windows and macOS systems, network devices, and peripherals.
- Assisted with user onboarding and offboarding processes, including account creation, equipment setup, and data backup, ensuring smooth transitions for new hires and departures.
- Conducted preventative maintenance on IT equipment, extending hardware lifespan by an estimated 15% and reducing repair costs.
Education
- Bachelor of Science in Information Technology - The University of Texas at Austin (2016)
Why and how to use a similar resume
This resume for an IT Support Manager is highly effective due to its strong focus on quantifiable achievements and leadership impact. Each bullet point clearly articulates an action, the result, and often a specific metric, demonstrating tangible value. The structure highlights a clear career progression from technician to manager, showcasing increasing responsibility and expertise. The strategic inclusion of relevant industry keywords and specific software platforms (ServiceNow, ITIL, Azure, Active Directory) ensures it will pass through Applicant Tracking Systems (ATS) and resonate with hiring managers. Furthermore, the combination of technical depth with essential soft skills like team leadership and vendor management paints a complete picture of a well-rounded and effective IT leader.
- Quantifiable achievements with clear metrics demonstrate tangible impact and business value.
- Strong action verbs and an achievement-oriented focus highlight leadership and measurable results.
- Strategic use of industry-specific keywords and software ensures ATS compatibility and relevance.
- Clear progression of roles showcases increasing responsibility and leadership development.
- Balances technical expertise with crucial managerial and soft skills, presenting a well-rounded candidate.
Jordan Smith
Service Desk Manager Resume Example
Summary: Results-oriented Service Desk Manager with over 7 years of experience in IT support and service delivery, specializing in optimizing operations, enhancing user satisfaction, and leading high-performing technical teams. Proven ability to implement ITIL best practices, streamline incident management, and drive continuous improvement, resulting in significant improvements in resolution times and service quality.
Key Skills
ITIL v4 • ITSM • ServiceNow • Zendesk • Microsoft 365 • Active Directory • Network Troubleshooting • Incident Management • Problem Management • Team Leadership
Experience
-
Service Desk Manager at TechSolutions Inc. ()
- Led a team of 10 IT Support Specialists, overseeing daily operations, performance management, and professional development, achieving a 92% team retention rate.
- Implemented ITIL-aligned incident and problem management processes using ServiceNow, reducing average ticket resolution time by 25% and critical incident frequency by 15%.
- Managed an annual departmental budget of 50,000, optimizing resource allocation for tools and training, and reducing operational costs by 10% through vendor negotiation.
- Developed and enforced service level agreements (SLAs), consistently exceeding targets for response and resolution times across all service tiers.
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Senior IT Support Specialist / Team Lead at Global Innovations Corp. ()
- Provided advanced technical support and troubleshooting for complex hardware, software, and network issues for 800+ employees.
- Mentored and trained a team of 5 junior support specialists, improving their technical proficiency and adherence to support procedures.
- Managed priority 1 and 2 incidents, coordinating with various IT departments to ensure rapid resolution and minimal business disruption.
- Contributed to the development and maintenance of a comprehensive knowledge base, reducing repeat inquiries by 10%.
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IT Support Specialist at Apex Solutions Group ()
- Resolved an average of 30+ IT support tickets daily, covering desktop support, application issues, and basic network connectivity.
- Provided first-line support for Microsoft Windows, macOS, Active Directory, and various business applications.
- Onboarded new employees by setting up workstations, configuring accounts, and providing initial IT orientation.
- Maintained accurate inventory of IT assets, including hardware and software licenses.
Education
- Bachelor of Science in Information Technology - University of Texas at Dallas (2016)
Why and how to use a similar resume
This resume for a Service Desk Manager is highly effective because it strategically combines strong leadership achievements with tangible technical and operational metrics. It clearly demonstrates a career progression, highlighting increasing responsibility and a consistent track record of improving service delivery and team performance. The use of industry-standard keywords and specific software tools ensures it will pass through Applicant Tracking Systems (ATS) and resonate with hiring managers in the IT support domain.
- Quantifies achievements with specific metrics (e.g., '25% reduction,' '92% retention'), showcasing tangible impact.
- Highlights leadership and team development skills, essential for a Service Desk Manager role.
- Demonstrates proficiency with key ITSM tools like ServiceNow and ITIL methodologies.
- Illustrates a clear career progression, from IT Support Specialist to Service Desk Manager, showing growth and increasing responsibility.
- Incorporates a blend of technical expertise, process improvement, and customer satisfaction focus.
Alex Chen
Data Center Technician Resume Example
Summary: Highly dedicated and results-oriented Data Center Technician with 5+ years of experience in managing critical IT infrastructure. Proven expertise in server installation, network cabling, hardware troubleshooting, and ensuring optimal data center uptime. Seeking to leverage strong technical acumen and commitment to operational excellence to contribute to a forward-thinking organization.
Key Skills
Hardware Troubleshooting • Network Cabling (Fiber/Copper) • Linux (Ubuntu, CentOS) • Server Rack & Stack • DCIM Tools (ServiceNow, Grafana) • Incident Management • PowerShell Scripting • Data Center Operations • Cisco IOS • Virtualization (VMware)
Experience
-
Data Center Technician at CloudServe Solutions ()
- Managed the physical installation, racking, and cabling of over 500 servers and network devices, ensuring adherence to strict data center standards.
- Performed routine hardware diagnostics and troubleshooting on servers, storage arrays, and network equipment, reducing incident resolution time by 15%.
- Executed precise fiber optic and copper cabling installations, maintaining meticulous labeling and documentation for over 10,000 cable runs.
- Monitored data center environments using DCIM tools (e.g., ServiceNow, Grafana) to proactively identify and resolve potential issues, achieving 99.99% uptime.
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IT Support Specialist at TechConnect Systems ()
- Provided Tier 2 technical support for hardware, software, and network issues for over 200 internal users, resolving 90% of tickets on first contact.
- Configured and deployed new workstations, servers, and network devices, ensuring seamless integration into existing infrastructure.
- Conducted preventative maintenance on IT equipment, extending hardware lifespan by an average of 20% and reducing replacement costs.
- Managed inventory of IT assets, including servers, switches, and routers, ensuring accurate tracking and availability for deployment.
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Junior Network Technician at ConnectPro Services ()
- Assisted senior technicians with the installation and configuration of routers, switches, and firewalls in client environments.
- Performed basic network troubleshooting, including cable testing, IP address configuration, and connectivity checks.
- Maintained network closets, ensuring proper organization, labeling, and airflow for optimal performance.
- Documented network topology and configurations, contributing to a 25% improvement in network audit readiness.
Education
- Associate of Science in Information Technology - Dallas Community College (2017)
Why and how to use a similar resume
This resume for a Data Center Technician is highly effective because it immediately establishes the candidate's hands-on expertise and commitment to operational excellence. The summary clearly states years of experience and core competencies, setting a strong foundation. Each experience entry is packed with quantifiable achievements and specific technical keywords, demonstrating direct impact and proficiency with critical data center hardware, software, and processes. The progression of roles shows a clear career path towards specialized data center operations, reinforcing the candidate's dedication to the field. Finally, the concise skills section highlights the most relevant hard and soft skills crucial for success in a demanding data center environment, making it easy for recruiters to identify a strong fit.
- Quantifiable achievements using metrics (e.g., 'reduced incident resolution time by 15%', 'achieving 99.99% uptime') demonstrate tangible impact.
- Integration of specific industry keywords and tools (e.g., 'DCIM tools', 'fiber optic', 'ServiceNow', 'Grafana', 'Linux', 'Cisco IOS') showcases deep technical knowledge.
- Clear career progression from IT Support to a dedicated Data Center Technician role highlights growing expertise and commitment.
- Strong action verbs initiate each bullet point, emphasizing proactive contributions and responsibilities.
- A focused 'Skills' section quickly communicates core competencies relevant to data center operations, aiding ATS parsing and recruiter review.
Marcus Thorne
IT Coordinator Resume Example
Summary: Highly motivated and results-oriented IT Coordinator with 7+ years of experience in system administration, network support, and end-user technical assistance. Proven ability to optimize IT operations, resolve complex issues efficiently, and enhance user satisfaction through proactive support and strategic project coordination. Seeking to leverage expertise in IT infrastructure management and team collaboration to drive technological excellence.
Key Skills
Windows Server • Active Directory • Office 365 • Networking (TCP/IP, DNS, DHCP) • Help Desk Support (ServiceNow, Jira) • Hardware/Software Troubleshooting • Cybersecurity Fundamentals • Vendor Management • User Training • Project Coordination
Experience
-
IT Coordinator at TechSolutions Inc. ()
- Managed daily IT operations for 150+ employees, ensuring 99.8% system uptime for critical business applications and services.
- Administered Windows Server (2016/2019), Active Directory, and Office 365 environments, including user provisioning, group policy management, and mailbox administration.
- Provided Tier 2/3 technical support, resolving an average of 30+ complex hardware, software, and network issues weekly, reducing average resolution time by 20%.
- Coordinated with external vendors for procurement, maintenance, and support of IT equipment and services, negotiating contracts that saved the company approximately 5,000 annually.
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IT Support Specialist at Digital Innovations Corp. ()
- Provided comprehensive Tier 1/2 help desk support for 200+ users, resolving approximately 40-50 tickets per day across various operating systems and applications using ServiceNow.
- Performed routine system maintenance, backups, and security checks on servers and workstations, maintaining data integrity and system performance.
- Configured and deployed new hardware (desktops, laptops, printers) and software applications, ensuring seamless integration into the existing IT infrastructure.
- Managed user accounts, permissions, and access rights within Active Directory and various business applications, adhering to strict security policies.
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Junior IT Technician at Apex Systems Group ()
- Installed, configured, and maintained hardware and software for over 100 workstations and peripherals across multiple departments.
- Provided initial troubleshooting for user issues, escalating complex problems to senior IT staff when necessary, ensuring timely resolution.
- Managed IT inventory, including tracking new equipment, repairs, and disposals, ensuring accurate record-keeping and resource availability.
- Assisted with network cable management and basic network device setup (routers, switches), maintaining organized and functional infrastructure.
Education
- Bachelor of Science in Information Technology - University of Texas at Austin (2016)
Why and how to use a similar resume
This resume for an IT Coordinator is highly effective due to its clear, results-oriented structure and strategic use of quantifiable achievements. It immediately establishes the candidate's core competencies and value proposition through a strong professional summary. Each experience entry leverages powerful action verbs and specific metrics, demonstrating not just responsibilities but tangible impact on efficiency, cost savings, and user satisfaction, which are critical for IT roles. The inclusion of a comprehensive skills section further reinforces the candidate's technical breadth and readiness for the role, ensuring ATS compatibility and quick readability for hiring managers.
- Quantifiable achievements: Each bullet point focuses on results, using percentages, dollar figures, or specific numbers to demonstrate impact (e.g., '99.8% system uptime,' 'reduced resolution time by 20%').
- Keyword optimization: Incorporates industry-specific terms like 'Windows Server,' 'Active Directory,' 'Office 365,' 'ServiceNow,' and 'SharePoint Online,' making it highly searchable by Applicant Tracking Systems (ATS).
- Clear career progression: The career path shows logical growth from a Junior IT Technician to an IT Coordinator, highlighting increasing responsibility and complexity of tasks.
- Balanced skill set: Features a strong mix of technical proficiencies (e.g., system administration, networking) and crucial soft skills (e.g., vendor management, user training, project coordination).
- Concise professional summary: Provides an immediate overview of the candidate's experience, key skills, and value proposition, effectively hooking the reader from the start.
Jordan Smith
Technical Account Manager (Support Focus) Resume Example
Summary: Highly analytical Technical Account Manager with 7+ years of experience in high-tech environments, specializing in proactive client support, complex technical issue resolution, and fostering strong customer relationships. Proven ability to drive product adoption, ensure service excellence, and significantly improve client satisfaction and retention within SaaS and cloud-based platforms.
Key Skills
Technical Account Management • Customer Success • SaaS Support • Cloud Platforms (AWS, Azure) • Troubleshooting & Diagnostics • API Integrations • Incident Management • CRM (Salesforce) • Ticketing Systems (Zendesk, Jira) • SQL
Experience
-
Technical Account Manager (Support Focus) at Innovatech Solutions ()
- Managed a portfolio of 25+ key enterprise clients, representing over $5M in ARR, acting as their primary technical point of contact and advocate for support needs.
- Reduced client-reported critical incidents by 20% within the first year by implementing proactive monitoring strategies and conducting regular technical health checks.
- Spearheaded resolution of complex technical issues involving cloud infrastructure (AWS, Azure), API integrations, and proprietary software, collaborating cross-functionally with engineering and product teams.
- Achieved an average client satisfaction score (CSAT) of 92% by providing timely, expert guidance and ensuring effective communication throughout the support lifecycle.
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Senior Technical Support Engineer at CloudScale Technologies ()
- Provided Tier 3 technical support for complex SaaS applications and cloud platforms (GCP, Kubernetes), resolving escalated issues with an average resolution time 18% faster than team average.
- Authored and maintained over 50 technical documentation articles and knowledge base entries, empowering Tier 1 and Tier 2 engineers to resolve common issues independently.
- Conducted root cause analysis (RCA) for critical incidents, presenting findings and preventative measures to both internal stakeholders and external clients.
- Mentored a team of 5 junior support engineers, improving their technical proficiency and customer interaction skills.
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Technical Support Specialist at DataStream Inc. ()
- Delivered Tier 2 technical support for data analytics platforms, troubleshooting database connectivity, API errors, and data ingestion issues.
- Managed an average of 30-40 support tickets daily using Zendesk, consistently meeting or exceeding SLA targets for initial response and resolution.
- Provided remote assistance and diagnostic support using tools like TeamViewer and SSH for client on-premise installations.
- Educated users on product features and best practices through phone, email, and live chat, enhancing user adoption and satisfaction.
Education
- Bachelor of Science in Computer Science - The University of Texas at Austin (2016)
Why and how to use a similar resume
This resume is highly effective for a Technical Account Manager (Support Focus) because it immediately establishes the candidate's dual expertise in technical problem-solving and client advocacy. The summary clearly defines the candidate's value proposition, while the experience section uses strong action verbs and quantifiable achievements to demonstrate tangible impact. The clear career progression from Technical Support Specialist to Senior Engineer and then TAM showcases increasing responsibility and a deep commitment to customer success. The inclusion of specific technologies and methodologies (AWS, Azure, Zendesk, RCA) ensures that the resume is optimized for Applicant Tracking Systems (ATS) and resonates with hiring managers looking for relevant technical depth.
- Quantifiable achievements highlight direct impact on client satisfaction, retention, and operational efficiency.
- Clear career progression demonstrates growing technical expertise and client-facing responsibilities.
- Specific industry keywords (SaaS, Cloud Platforms, API Integrations, Incident Management) optimize for ATS and industry relevance.
- Emphasis on both technical troubleshooting and client relationship management aligns perfectly with the 'Support Focus' aspect of the role.
- The summary immediately positions the candidate as a high-value asset, blending technical acumen with customer success.
Good vs Bad Resume Examples
Professional Summary
❌ Avoid:
Experienced IT Support person looking for a challenging role. Good at fixing computers and helping people with their tech problems. Know a lot about IT stuff.
✅ Do This:
Proactive IT Support Specialist with 4+ years of experience in fast-paced corporate environments, consistently resolving complex hardware/software issues and improving user satisfaction ratings by 18%. Expertise in Active Directory, Office 365, and network troubleshooting.
Why: The 'good' example immediately quantifies experience and impact ('4+ years,' 'improving user satisfaction ratings by 18%'). It also lists specific, valuable hard skills. The 'bad' example is vague, lacks specifics, and uses generic language, failing to convey any measurable achievement or specialized knowledge.
Work Experience
❌ Avoid:
Provided technical assistance to users. Answered calls and emails about computer problems. Fixed various issues.
✅ Do This:
Resolved an average of 30+ daily technical support tickets (hardware, software, network) within SLA, achieving a 95% first-call resolution rate and reducing user downtime by 10%.
Why: The 'good' example starts with a strong action verb ('Resolved') and includes multiple quantifiable metrics ('30+ daily tickets,' '95% first-call resolution,' 'reducing downtime by 10%'). It also specifies the scope of work. The 'bad' example is duty-focused, lacks any metrics, and uses weak, generic language, failing to demonstrate impact or efficiency.
Skills Section
❌ Avoid:
Skills: Computer skills, communication, hard worker, good at troubleshooting, teamwork, Microsoft Office
✅ Do This:
Technical Skills: Active Directory, Microsoft 365, Windows Server, ServiceNow, Jira, TCP/IP, DNS, DHCP, PowerShell, MDM (Intune), CompTIA A+
Soft Skills: Problem-Solving, Customer Service, Verbal & Written Communication, Adaptability, Incident Management
Why: The 'good' example lists specific, high-value technical tools, systems, and certifications that are immediately recognizable to IT hiring managers and ATS. It also details relevant soft skills. The 'bad' example is overly generic, lacks specific technical tools, and lists vague soft skills without context, making it difficult for an employer to gauge actual proficiency.
Best Format for IT Support Resumes
For most IT Support professionals, the Reverse-Chronological format is ideal. It clearly showcases your career progression and most recent, relevant experience first, which is what hiring managers primarily look for. This format is also highly ATS-friendly. If you're a career changer or have significant gaps in your work history, a Combination (Hybrid) format might be beneficial, allowing you to lead with a robust skills summary before detailing your chronological experience, emphasizing transferable skills.
Essential Skills for an IT Support Resume
An effective IT Support resume balances a robust display of technical (hard) skills with critical interpersonal (soft) skills. Hiring managers need to see that you can not only diagnose and fix issues but also communicate effectively with users and manage stressful situations. Listing specific tools and systems demonstrates your practical experience, while soft skills highlight your ability to integrate into a team and provide excellent customer service.These skills are vital because IT Support is inherently a service-oriented role. Technical expertise is non-negotiable, but without strong communication and problem-solving abilities, even the most skilled technician will struggle to succeed in a user-facing environment. The ability to troubleshoot methodically and document solutions is also crucial for efficient operations.
Technical Skills
- Operating Systems (Windows, macOS, Linux)
- Ticketing Systems (ServiceNow, Jira, Zendesk, ConnectWise)
- Networking Protocols (TCP/IP, DNS, DHCP, VPN)
- Hardware Diagnostics & Repair
- Microsoft 365 / Google Workspace Administration
- Active Directory & User Management
- Remote Desktop Tools (TeamViewer, AnyDesk, RDP)
- Mobile Device Management (Intune, Jamf)
- Basic Cybersecurity Principles
- Cloud Platforms (AWS, Azure, Google Cloud - foundational knowledge)
Soft Skills
- Problem-Solving
- Customer Service
- Communication (Verbal & Written)
- Adaptability
- Time Management
- Empathy
- Attention to Detail
- Teamwork
Power Action Verbs for an IT Support Resume
- Resolved
- Diagnosed
- Supported
- Maintained
- Implemented
- Optimized
- Configured
- Administered
- Collaborated
- Educated
- Streamlined
- Managed
ATS Keywords to Include
Include these keywords in your resume to pass Applicant Tracking Systems:
- Active Directory
- Ticketing Systems (Jira, ServiceNow, Zendesk)
- Microsoft Office 365
- Windows Server
- Troubleshooting
- Networking (TCP/IP, DNS, DHCP)
- Hardware/Software Support
- Customer Service
- Remote Desktop (TeamViewer, AnyDesk)
- VPN
Frequently Asked Questions
What are the most essential hard skills for an IT Support Specialist resume?
Beyond general computer proficiency, focus on Active Directory, specific ticketing systems (e.g., Jira, ServiceNow), Microsoft Office 365 administration, Windows Server basics, networking fundamentals (TCP/IP, DNS, DHCP), and troubleshooting methodologies. Experience with remote desktop tools like TeamViewer or AnyDesk is also highly valued.
How do I list common ticketing systems like Jira, ServiceNow, or Zendesk on my resume?
List them explicitly in your 'Skills' section. In your 'Work Experience,' use bullet points to describe how you utilized these systems to manage incidents, track requests, and document solutions. For example: 'Managed resolution of 50+ daily user tickets using ServiceNow, ensuring timely communication and documentation.'
What are the top soft skills for an IT Support professional resume?
Critical soft skills include problem-solving, exceptional customer service, clear communication (both verbal and written), adaptability, and patience. These skills are crucial for translating technical issues into understandable terms for non-technical users and de-escalating stressful situations.
I have no experience; how can I make my IT Support resume stand out?
Focus on transferable skills from other roles (customer service, problem-solving), list relevant coursework or personal projects, and highlight any certifications (CompTIA A+, Google IT Support Professional Certificate). Consider creating a 'Projects' section to showcase home lab setups or volunteer tech support experience.
How can I include quantifiable achievements for IT Support on my resume?
Quantify by using numbers, percentages, or dollar figures. Examples include: 'Reduced average ticket resolution time by 15%', 'Supported over 200 end-users', 'Achieved 90% first-call resolution rate', 'Saved department $500 annually by optimizing software licenses'.
What troubleshooting methodologies should I mention on my technical support resume?
Mentioning specific methodologies like the 'Seven-Step Troubleshooting Process' or 'ITIL incident management' demonstrates structured problem-solving. Even if not formal, describe your logical approach: 'Utilized systematic diagnostic processes to identify root causes and implement lasting solutions'.
How should I phrase customer service examples for an IT Support resume?
Focus on positive outcomes and user satisfaction. Use phrases like: 'Provided empathetic and clear technical guidance, resulting in positive user feedback', 'Successfully de-escalated critical user issues through patient communication and timely resolution', or 'Educated users on best practices, reducing recurring issues by X%'.
What are key tips for a career change to IT Support on a resume?
Highlight transferable skills (e.g., customer service from retail, problem-solving from administration). Emphasize any self-study, online courses, or certifications. Create a 'Summary' section that clearly states your career transition goal and commitment to IT. Consider a functional or combination resume format.
How should I list CompTIA A+ and Network+ on my IT Support resume?
Create a dedicated 'Certifications' section below your 'Education' or 'Skills'. List the certification name, the issuing body (CompTIA), and the date obtained (or 'In Progress' if applicable). E.g., 'CompTIA A+ (Issued: Month, Year)'.
What KPIs should I include on a help desk resume for impact?
Key Performance Indicators (KPIs) to include are: average resolution time, first-call resolution (FCR) rate, customer satisfaction (CSAT) scores, number of tickets resolved, and reduction in recurring issues or downtime. Quantify these whenever possible.
Is cloud platform experience (AWS, Azure, Google Cloud) relevant for an IT Support resume?
Absolutely. Even foundational knowledge of cloud platforms (e.g., user management, basic resource monitoring, understanding cloud concepts) is increasingly valuable. List any exposure or certifications in your skills section, such as 'Familiarity with Azure AD' or 'AWS Cloud Practitioner certified'.
Should I mention mobile device management (MDM) skills for IT Support roles?
Yes, as many organizations rely heavily on mobile devices. If you have experience with MDM solutions like Microsoft Intune, Jamf, or even basic mobile device configuration and troubleshooting, explicitly list these skills in your technical skills section and provide examples of how you used them in your experience.
What cybersecurity basics are important to mention on an IT Support resume?
Mentioning awareness of phishing prevention, basic threat identification, data backup/recovery, antivirus/anti-malware management, and multi-factor authentication (MFA) support demonstrates a crucial understanding of modern IT security. Avoid overstating expertise if you're not a security specialist.
How can I demonstrate reducing downtime on my IT Support resume?
Quantify it directly. For example: 'Implemented proactive monitoring tools, reducing critical system downtime by 25% annually' or 'Streamlined incident response protocols, minimizing user impact during outages and restoring services 15% faster.'
What tips are there for a veteran transitioning to a civilian IT Support role?
Translate military experience into civilian terms, focusing on transferable skills like problem-solving, teamwork, attention to detail, and working under pressure. Highlight any technical training, security clearances, or experience with complex systems. Leverage programs like CompTIA's Military and Veterans Program for certifications.