David Hughes
McAllen,TX
Summary
Dedicated IT Support Analyst with over two years of experience delivering Tier 2 desktop, application, and hardware support in SLA-driven, multi-customer environments. Possesses hands-on expertise in supporting Windows endpoints and Microsoft 365, along with proficiency in remote troubleshooting for hardware, software, and access issues. Recognized for effectively monitoring systems, documenting technical environments, and collaborating seamlessly with field engineers to provide exceptional customer support in fast-paced MSP operations, including on-call readiness and after-hours assistance. A proven customer service professional known for reliability and adaptability, consistently achieving team goals while excelling in communication and issue resolution to ensure high levels of customer satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Tier 2 Support Agent
Dell Computers / Boeing (via Cocolevio)
Pharr, TX
01.2022 - 01.2025
- Delivered Tier 2 remote IT support in an enterprise, SLA-driven environment, resolving 30–50 incidents per week across hardware, software, and user account issues.
- Supported Windows 10/11 endpoints by diagnosing OS failures, application crashes, performance issues, and peripheral connectivity problems.
- Provided advanced user account support including password resets, access issues, profile corruption, and authentication troubleshooting in domain-based environments.
- Performed structured root-cause analysis on recurring incidents, reducing repeat issues and contributing to a 45% reduction in high-priority escalations.
- Collaborated with escalation engineers and field support teams to coordinate resolution steps, share logs, and support complex issue remediation.
- Maintained detailed, accurate ticket documentation including troubleshooting steps, system details, and resolution notes to support audit and knowledge transfer.
- Monitored incident trends and service metrics to identify systemic issues and recommend process improvements.
- Operated effectively in a high-volume, multi-queue support model, consistently meeting productivity, utilization, and quality benchmarks.
Full-time Computer Support Student
Southern Careers Institute
Austin, TX
01.2021 - 01.2022
- Resolved 15–25 end-user support requests per week involving Windows and macOS systems, improving average resolution time by 15%.
- Installed, configured, and maintained user workstations, including software deployment, operating system updates, and hardware upgrades.
- Provided phone, email, and remote support while documenting incidents and resolutions in a ticketing system.
- Applied foundational networking knowledge (TCP/IP, DNS, DHCP) to troubleshoot connectivity and access issues.
- Delivered clear, customer-focused communication to non-technical users, ensuring issue understanding and resolution satisfaction.
Cashier
Domino's Pizza
Pharr, TX
01.2018 - 01.2019
- Supported POS hardware and software systems, quickly resolving issues to maintain 99% transaction accuracy during peak operations.
- Managed multiple concurrent, time-sensitive tasks in a high-pressure environment, reinforcing prioritization and reliability.
- Trained 5+ employees on POS systems and operational workflows, producing simple technical documentation.
- Identified workflow inefficiencies that reduced transaction time by 15%.
Education
Data Science, Data Science
Southern Careers Institute
Austin, TX01.2025
Computer Support Specialist, Computer Support
Southern Careers Institute
Austin, TX01.2021
Skills
- SQL
- Excel
- Tableau
- Github
- Windows 10
- Office 365
- Dell
- Hardware Desk (DHD)
- Ticketing Systems
- Software & Hardware Diagnostics
- User Account Issues
- Customer Service
- Escalation Handling
- Windows Server
- Active Directory
- Patch management
- Backup systems
- Live chat support
- CRM software
- Customer service
- Software troubleshooting
- Remote support
- Relationship building
- Ticket management
- Data entry
- Technical troubleshooting
- Data collection
- Operating systems
- Time management
- Multitasking Abilities
Certification
- Data Science Visualization, Harvard University 2026
- Data Science, Southern Careers Institute 2025
Languages
Spanish
Professional Working
Timeline
Tier 2 Support Agent
Dell Computers / Boeing (via Cocolevio)
01.2022 - 01.2025
Full-time Computer Support Student
Southern Careers Institute
01.2021 - 01.2022
Cashier
Domino's Pizza
01.2018 - 01.2019
Computer Support Specialist, Computer Support
Southern Careers Institute
Data Science, Data Science
Southern Careers Institute