David Milder
CRST
Marion,IA
16
years of professional experience
Tier II Help Desk Technician with hands-on experience supporting users in fast-paced enterprise and healthcare settings. Known for solving technical issues, providing dependable customer support, and keeping users informed throughout the resolution process. Worked with vendors and internal teams to address more complex problems while creating documentation and knowledge articles that made it easier for both technicians and end users to find solutions.
Work History
Tier II Help Desk Technician
4 Years 9 Months- Provide Tier II support for escalated software, application, access, authentication, VPN, Microsoft 365, and telephony issues in a high-volume enterprise service desk environment.
- Serve as the Service Desk telephony subject-matter expert, resolving advanced issues across Microsoft Teams Voice, Five9, Cisco CUCUM/CUC/Finesse, Jabber, RedSky E911, call routing, scripts, queues, and voicemail.
- Fielded team-high 3,017 calls in 2025, resolving 1,851 incidents and 1,124 service requests while achieving 88.45% average call-resolution rate.
- Achieved 4.96/5 customer satisfaction score from 227 reviews in 2025, building on 4.98/5 score from 288 reviews in 2024.
- Managed a high daily ticket volume while keeping users informed, meeting SLA requirements, and following issues through to resolution.
- Perform advanced account-management work, including user name changes, access removals, account activation, security groups, permissions, and authentication changes.
- Work with Microsoft, Five9, Nitro, PandaDoc, and internal Tier II/III teams to troubleshoot and resolve complex issues.
- Support users' transitions to a new UKG single sign-on process by providing clear, step-by-step guidance.
- Trained and supported team members by sharing troubleshooting approaches and participating in Voice team meetings.
Help Desk Technician
2 Years 1 Month- Delivered responsive phone and email technical support to hospital employees, ensuring timely resolution of issues in fast-paced healthcare environment.
- Diagnosed and resolved software, application, operating-system, account-access, password, and user-permission issues, enhancing user experience and minimizing downtime.
- Created and maintained detailed ticket notes, including troubleshooting performed, user communications, outcomes, and next steps.
Supervisor
7 Years- Supervised customer-facing operations, resolved guest concerns to enhance customer satisfaction, trained employees for improved service quality, balanced vault to ensure financial accuracy, and monitored high-volume financial transactions for compliance.
- Supervised daily operations of gaming floor, ensuring compliance with regulations and enhancing guest experience.
- Coordinated training programs for staff, fostering skill development and maintaining high service standards.
Technical Support Specialist
5 Months- Assisted employees by phone with software, computer system, access, and telecommunications questions, and documented support activity.
- Provided technical support for software applications and hardware issues, enhancing user satisfaction.
- Diagnosed and resolved software, hardware, and access issues to get employees back to work quickly.
- Streamlined support processes through documentation and knowledge base updates, improving efficiency.
Education
Bachelor’s Degree - Information Technology
Skills
Tier II support
Microsoft 365
Voice technologies
Security monitoring
Documentation tools
Incident tracking
Support triage
Remote assistance
Database management
Application deployment
Software installation
Database maintenance
Incident resolution
Customer service
Ticket support system management
Timeline
Tier II Help Desk Technician
CRST
11.2021 - CurrentRead More
Help Desk Technician
Renovo (Mercy Hospital)
06.2018 - 07.2020Read More
Supervisor
Riverside Casino & Golf Resort
06.2011 - 06.2018Read More
Technical Support Specialist
McGladrey
10.2010 - 03.2011Read More
William Penn University
Bachelor’s Degree from Information Technology
Read More
CORE QUALIFICATIONS
- Tier II Service Desk Support
- Incident & Service Request Management
- Root-Cause Troubleshooting
- Knowledge Base Documentation
- Advanced Voice & Telephony Support
- Active Directory & Account Administration
- Vendor & Cross-Functional Coordination
- User Communication & De-escalation