Daniel Roberts
Lee's Summit,MO
Summary
Detail-oriented and friendly IT professional with extensive hands-on experience in help desk support, hardware setup, and end-user troubleshooting in both in-person and remote environments. Proficient in user account management, software deployment, and maintaining office IT equipment, including desktops, laptops, phones, and peripherals. Known for responsiveness, problem-solving, and delivering user-focused technical support, while ensuring timely issue resolution and clear documentation.
Overview
4
4
years of professional experience
Work History
IT Help Desk Technician / Junior System Administrator
Confidential Company
Kansas City, MO
08.2021 - Current
- Provided Tier 1 and Tier 2 support for approximately 250+ users in a hybrid environment.
- Administer Active Directory and Intune to manage users, groups, and devices.
- Deploy software, manage updates, and maintain security compliance via MDM.
- Handle onboarding and offboarding, including equipment setup, user account creation, and access control.
- Investigated security incidents utilizing log files from servers and devices.
- Troubleshoot hardware, software, and network issues remotely and in person.
- Collaborated with other departments to ensure alignment between business objectives and technology initiatives.
- Resolved complex technical problems by researching solutions online or consulting with subject matter experts.
- Updated documentation related to IT procedures and policies.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Installed and configured new hardware, software and peripheral devices.
- Performed regular maintenance tasks such as virus scans, system backups, disk cleanups.
- Used remote login tools to assist clients with technical and product questions.
Education
Some College (No Degree) - General Studies
UMKC
KCMOSkills
- Systems and networking: Windows 10/11
- Mac OS
- Active Directory and Intune
- Office 365 (Teams, Outlook, and more)
- Analytical thinking
- remote desktop tools
- IT support: ticketing systems
- onboarding/offboarding
- hardware provisioning
- printer and network troubleshooting
- Scripting and automation: PowerShell basics
- Hardware upgrades
- Software diagnosis
- Customer service
- MFA configuration
- email administration
- Hardware troubleshooting
Accomplishments
- Consistently recognized with multiple company-wide 'Shout Out' awards during monthly All Hands meetings for outstanding support and contributions.
- Featured as Employee Spotlight of the Month on the company's LinkedIn for exceptional performance and impact.
Additional Strengths
Quick learner with strong pattern recognition and analytical thinking; High emotional intelligence with a thoughtful, introspective communication style; Actively participates in mental health improvement and fitness routines; Demonstrated ability to explain complex technical issues clearly to non-technical users
References
References available upon request.
Timeline
IT Help Desk Technician / Junior System Administrator
Confidential Company
08.2021 - Current
Some College (No Degree) - General Studies
UMKC
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