Brian Sylvestal
IT Support Specialist
Chicago,IL
Summary
Recent graduate with a degree in [Computing/Information Technology]. Dedicated, responsible and detail-oriented with valuable combination of analytical and creative abilities to improve processes and productivity. Excellent team player with strong interpersonal communication skills. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Systems Analyst II
Retail Business Services
Chicago, IL
02.2022 - Current
- Resolved or escalated problem tickets to resolve user issues.
- Diagnosed, troubleshot and resolved network and system problems.
- Provided client support on system operation and troubleshooting.
- Resolved malfunctions with systems and programs through troubleshooting
IT Systems Analyst II
Apex Systems
Chicago, IL
02.2021 - 02.2022
- Resolved or escalated problem tickets to resolve user issues.
- Diagnosed, troubleshot and resolved network and system problems.
- Provided client support on system operation and troubleshooting.
- Resolved malfunctions with systems and programs through troubleshooting.
Customer Service Associate
Potbelly's Sandwich Works
Chicago, IL
08.2017 - 03.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped average of 10-20 customers every day by approaching conversations with positive attitude and focus on customer satisfaction.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Informed customers about special promotions and provided detailed information for various products.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
Education
Bachelor of Arts - Computing/Information Technology
DePaul University
Chicago, IL06.2019
Associate of Arts - Liberal Arts And General Studies
Malcolm X College
Chicago, IL05.2014
Skills
- Active Directory
- Azure
- Citrix
- Service Now
- Troubleshooting
- Microsoft
- Microsoft Teams
- System Maintenance
Certification
- Google IT Support Professional
Timeline
IT Systems Analyst II
Retail Business Services
02.2022 - Current
IT Systems Analyst II
Apex Systems
02.2021 - 02.2022
Customer Service Associate
Potbelly's Sandwich Works
08.2017 - 03.2020
Bachelor of Arts - Computing/Information Technology
DePaul University
Associate of Arts - Liberal Arts And General Studies
Malcolm X College
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