support specialist resume 2793 wayside lane san francisco ca 94103 415 5036129 athompsongmailcom dedicated professional 5 years experience providing support maintenance managed 20 cases daily onsite remote users familiar itsm itil certifications comptia 2014 information technology infrastructure library v3 practitioner 2016 microsoft certified solutions expert 2020 professional experience aurora technical support specialist san francisco ca october 2018present investigate respond support requests via email phone remote control software enhance support processes procedures resulting 94 enduser satisfaction rate research new technologies provide training staff across departments optimize productivity install configure manage laptops phones printers devices 80 employees dice desktop support engineer san francisco ca july 2015october 2018 performed network software hardware troubleshooting ensure systems 40 workstations operating optimally created updated support documentation user guides leading 15 decrease tickets configured managed windows 10 builds using microsoft mecm conducted onboarding offboarding including administering email user accounts education binghamton university bachelor arts computer science gpa 38 additional skills proficient java cs html 5 zendesk servicenow mecm windows 10 mac os binghamton ny 20112015