St Paul, Minnesota, United States
I am an IT professional with a strong interest in IT Project Management, backed by a Bachelor’s in IT Management and a Master’s in Management Information Systems (in progress). My experience spans technical support, customer service systems, and IT operations, where I’ve gained hands-on experience coordinating tickets, documenting technical requirements, and supporting cross-functional teams. I’ve worked extensively with Jira, Salesforce, Confluence, Active Directory, and ITSM tools, giving me a strong foundation in Agile workflows, stakeholder communication, and process improvement. I enjoy solving problems, improving system efficiency, and helping teams deliver reliable technology solutions. My goal is to grow into an IT Project Manager role where I can combine my technical background with leadership, planning, and communication skills to support impactful IT initiatives.
• Diagnose and resolve technical issues via phone, email, and chat support channels. • Educate users on product features, updates, and best practices. • Track and manage support tickets to ensure timely resolution and follow-up. • Test and replicate reported issues to aid in troubleshooting and development feedback. • Support onboarding and setup for new customers and users. • Maintain up-to-date knowledge of products, services, and system updates. • Identify patterns in customer issues to recommend product improvements. • Create and update technical documentation and user guides. • Meet or exceed service level agreements (SLAs) and performance targets. • Promote a positive customer experience by actively listening and providing personalized support.
Act as the first point of contact for technical support, resolving a high volume of Level 1 and Level 2 issues across hardware, software, networking, and user access. Utilize ticketing systems such as ServiceNow (or insert actual tool used) to log, track, and manage incidents and service requests, ensuring timely resolution within defined SLAs. Provide remote troubleshooting support using tools like TeamViewer, RDP, or AnyDesk, resolving issues related to Windows OS, Microsoft 365, VPN connectivity, and peripheral devices. Perform Active Directory tasks, including password resets, account unlocks, and user provisioning/de-provisioning; familiar with Azure AD environments. Troubleshoot common issues in Outlook, Teams, OneDrive, and SharePoint, offering clear guidance to end-users. Support and maintain end-user devices, including configuration and software installation, using tools like SCCM or Intune (if applicable). Document resolutions and contribute to the internal knowledge base, ensuring knowledge sharing across the support team. Apply basic networking knowledge (e.g., DNS, DHCP, IP configuration) to diagnose connectivity issues and liaise with higher-tier support when necessary. Collaborate with cross-functional IT teams for issue escalation, follow-up, and system improvement initiatives.
Provide first-level IT support for hardware, software, and network issues across Windows environments. Use Jira to log, manage, and resolve tickets, ensuring SLA compliance and detailed documentation. Troubleshoot issues with Microsoft 365 apps (Outlook, Teams, OneDrive) and perform password resets, account unlocks, and user management via Active Directory. Support remote users using RDP and remote tools (e.g., TeamViewer). Assist with VPN connectivity, printer support, and basic network troubleshooting (IP, DNS). Maintain a high level of customer service and escalate unresolved issues to appropriate teams.