Anson Bailey
Orlando
Summary
Dedicated IT Support Specialist with 8 years of experience providing technical assistance, troubleshooting, and customer support in enterprise and retail environments. Proven ability to enhance user experience, optimize IT workflows, and resolve complex technical issues. Skilled in hardware/software troubleshooting, system administration, and customer training. Currently pursuing a Master's in Information Technology with a focus on Cybersecurity, expanding expertise in network security, threat mitigation, and risk management.
Overview
11
11
years of professional experience
Work History
IT Support & Enterprise Solutions Specialist
T-Mobile
03.2023 - Current
- Provided technical consulting and IT support for enterprise clients, ensuring smooth system integration and troubleshooting critical issues
- Assisted businesses in network setup, device management, and security configurations, improving operational efficiency
- Led a team to enhance IT infrastructure, reducing downtime by 30% through proactive maintenance and system monitoring
- Managed Salesforce CRM and IT resources, streamlining data migration, access control, and ticketing systems
IT Support Representative
Apple
06.2014 - 09.2022
- Delivered end-to-end IT support for Apple products, assisting customers with hardware diagnostics, software troubleshooting, and device setup
- Provided onsite and remote support, resolving 95% of technical issues in the first interaction
- Conducted technical training sessions, increasing customer product knowledge by 30%, resulting in improved retention and sales
- Optimized support workflows, reducing ticket resolution time by 20%, enhancing customer satisfaction scores
Education
Master of Science (MS) - Information Technology - Cybersecurity
Southern New Hampshire University
02.2025
Bachelor of Arts (BA) - Human and Organizational Development
University of Central Florida
01.2015
Skills
- IT Support Help Desk
- Hardware Troubleshooting
- Software Troubleshooting
- Device Management
- Network Security
- Cybersecurity
- Risk Assessment
- Salesforce CRM
Timeline
IT Support & Enterprise Solutions Specialist
T-Mobile
03.2023 - Current
IT Support Representative
Apple
06.2014 - 09.2022
Bachelor of Arts (BA) - Human and Organizational Development
University of Central Florida
Master of Science (MS) - Information Technology - Cybersecurity
Southern New Hampshire University
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