Alan Reeder
Cañon City
Summary
Professional technical support specialist with strong capabilities in diagnosing and resolving complex software and hardware issues. Proven track record of fostering team collaboration and adapting to changing needs while maintaining focus on achieving results. Skilled in troubleshooting, customer service, and IT infrastructure support with reliable and flexible approach. Demonstrates strong analytical thinking and problem-solving abilities, ensuring effective solutions and user satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Tier 2 Technical Support Specialist
Second-61
01.2024 - Current
- Provide comprehensive Tier 1 and Tier 2 help desk support, resolving technical issues efficiently for end users.
- Perform essential system administration tasks, ensuring smooth IT operations.
- Collaborated with cross-functional teams to resolve customer inquiries and enhance service delivery processes.
- Provided advanced troubleshooting support for complex technical issues across multiple software applications.
Site Lead
Second-61
01.2023 - Current
- Mentored team members, fostering a culture of continuous improvement and skill development.
- Trained new team members on site policies and procedures.
- I interviewed potential candidates for the L1 service desk.
- Gathered weekly productivity reports for the service desk.
- Maintained equipment inventory logs.
Ride Operator
Royal Gorge Bridge and Park
01.2020 - 01.2021
- Ensured the safe operation and maintenance of rides, prioritizing guest safety, and compliance with procedures.
Support Team Member
Starpoint
01.2015 - 01.2017
- Provided direct assistance to clients with daily living tasks, demonstrating strong interpersonal and organizational skills.
Education
High School Diploma -
Garden Park High School
Cañon City, CO05-2010
Skills
- IT Support & Troubleshooting: Help Desk Support, Software Troubleshooting, Operating System Support (Microsoft Windows)
- System Administration: Active Directory
- Networking Fundamentals
- Cybersecurity Basics
- Customer Service Excellence
- Remote technical support
- Customer support
- Software installation
- Mobile device support
- ITIL framework
Certification
- ITIL V4 Foundations (2025-03)
- CompTIA A+ (2023-03)
- IBM IT Fundamentals for Cybersecurity (2022-05)
- Google IT Support Professional Certificate (2021-11)
Timeline
Tier 2 Technical Support Specialist
Second-61
01.2024 - Current
Site Lead
Second-61
01.2023 - Current
Ride Operator
Royal Gorge Bridge and Park
01.2020 - 01.2021
Support Team Member
Starpoint
01.2015 - 01.2017
High School Diploma -
Garden Park High School