JOHN MORGAN
IT Support Specialist II
Atlanta, GA · j.morgan@email.com · (555) 330-9142
Summary
IT support specialist with 5 years resolving 40+ daily tickets across hardware, network, and software issues while maintaining a 97% CSAT score. CompTIA A+ and Network+ certified with hands-on Active Directory and Office 365 administration experience.
Experience
IT Support Specialist II · Delta Air Lines
2021 - Present
- Resolve 45+ tickets/day via ServiceNow with a 96% first-call resolution rate and 97% CSAT
- Administer Active Directory for 1,200+ user accounts, cutting password-reset turnaround from 2 hours to 15 minutes
- Wrote 10 PowerShell scripts automating routine software installs, saving the team ~12 hours/week
- Lead onboarding IT setup for 30+ new hires monthly, delivering imaged devices within 24 hours
- Maintain VPN and MFA support for 600 remote staff, reducing access escalations by 35%
Help Desk Technician · Home Depot
2019 - 2021
- Supported 800+ store employees on POS hardware and Windows 10 issues, maintaining 94% SLA compliance
- Migrated 200 workstations to Office 365, completing rollout 2 weeks ahead of schedule
- Rebuilt 150 POS terminals after a firmware fault, restoring 22 stores within one business day
- Trained 6 seasonal technicians on Zendesk workflows and ITIL incident handling procedures
IT Help Desk Intern · Piedmont Healthcare
2018 - 2019
- Logged and triaged 25+ tier-1 tickets/day in Zendesk, escalating 15% to senior technicians
- Imaged and deployed 120 Windows 10 laptops using Microsoft Deployment Toolkit
- Documented 40 troubleshooting articles in the internal knowledge base, cutting repeat calls 18%
Education
A.S. Information Technology — Georgia State University · 2019
Skills
Active Directory, Windows Server, macOS, ServiceNow, Zendesk, Remote Desktop, PowerShell, Office 365, ITIL, Hardware Troubleshooting, VPN, CompTIA A+
Certifications
CompTIA A+, CompTIA
CompTIA Network+, CompTIA
Microsoft 365 Certified: Endpoint Administrator Associate, Microsoft
Projects
Self-Service Password Portal - Entra ID SSPR rollout to 1,200 users, cutting reset tickets 45%
Asset Tracking Rebuild - migrated 1,400 hardware records into ServiceNow CMDB with 99% accuracy
