Austin Hilborn
Senior Help Desk Agent
Richardson
Summary
Dynamic IT professional with extensive experience at Glory Global Solutions, excelling in Tier 2 support and ticketing systems. Known for empathy and patience, I effectively troubleshoot technical issues while training and mentoring peers. Committed to enhancing user satisfaction through meticulous documentation and follow-up skills, ensuring seamless support experiences.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Help Desk Agent
Glory Global Solutions
10.2025 - Current
- Provided Tier 2 IT support to non-technical external users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Maintained detailed records of customer interactions, documenting resolutions for future reference.
- Documented support interactions for future reference.
Help Desk Agent
Glory Global Solutions
05.2023 - 10.2025
- Provided Tier 1 IT support to non-technical external users through desk side support services.
- Provided basic end-user troubleshooting and desktop support.
- Compiled and accurately entered data for each customer encounter to record in system.
Warehouse Worker
WHF Electrical Contractors
09.2016 - 04.2023
- Loaded, unloaded, and moved material to and from storage and production areas.
- Helped maintain an organized stockroom by labeling shelves clearly, designating specific areas for different products, and rotating stock regularly as required.
Education
Associate of Science - General Studies
Collin County Community College
Plano, TX 05.2001 -
Skills
Empathy and patience
Ticketing system expertise
Follow-up skills
Remote support
Technical troubleshooting
Training and mentoring
Certification
CompTIA A+
Timeline
Senior Help Desk Agent
Glory Global Solutions
10.2025 - Current
CompTIA A+
12-2023
Help Desk Agent
Glory Global Solutions
05.2023 - 10.2025
Warehouse Worker
WHF Electrical Contractors
09.2016 - 04.2023
Associate of Science - General Studies
Collin County Community College
05.2001 -