HENRY BRYANT
Help Desk Technician
Denver, CO · h.bryant@email.com · (555) 780-1234
Summary
Help desk technician with 3 years resolving Tier 1 and Tier 2 hardware, software, and network issues for a 2,000-employee organization. Maintains a 90% first-contact resolution rate and average ticket resolution time under 2 hours.
Experience
Help Desk Technician · IBM
2022 - Present
- Resolve 25+ Tier 1/Tier 2 tickets daily via ServiceNow, maintaining a 90% first-contact resolution rate
- Reduced average ticket resolution time from 3.5 to 1.8 hours by building a self-service knowledge base
- Manage Active Directory account provisioning and password resets for 2,000+ employees
- Deploy Windows 11 images to 300+ endpoints per quarter using Microsoft Intune and SCCM
IT Support Technician · Best Buy (Geek Squad)
2020 - 2022
- Diagnosed and repaired hardware/software issues for 15+ customers daily, earning a 4.8/5 service rating
- Installed and configured software for 500+ devices across residential and small-business clients
- Recovered data from 80+ failed drives per year, achieving a 92% successful recovery rate
Computer Lab Assistant · Community College of Denver
2018 - 2020
- Supported 120+ lab workstations, imaging Windows 10 machines each semester with Clonezilla
- Assisted 30+ students daily with printing, login, and campus Wi-Fi connection issues
- Logged 1,200+ walk-in requests in the campus queue and escalated hardware faults to IT
Education
A.S. Computer Information Systems — Community College of Denver · 2020
Skills
Help Desk Support, Tier 1/Tier 2 Support, Active Directory, ServiceNow, Remote Desktop, Hardware Troubleshooting, Windows/macOS, ITIL Fundamentals, VPN Configuration, CompTIA A+
Certifications
CompTIA A+, CompTIA
CompTIA Network+, CompTIA
