Dylan Hosaflook
Ashburn,VA
Summary
Results-driven IT support professional with expertise in system troubleshooting, network connectivity, and technical support. Committed to enhancing user experiences through effective communication and security compliance.
Overview
12
12
years of professional experience
Work History
IT Support
Ecs Ltd
Chantilly, VA
05.2024 - 06.2026
- Answered and resolved Tier 1 end-user inquiries via phone and remote support systems, ensuring a high rate of First-Call Resolution (FCR).
- Configured, installed, and supported desktop computers, laptops, and peripheral devices across diverse systems.
- Troubleshot and resolved basic network connectivity issues, guaranteeing seamless communication between workstations, file servers, and email servers.
- Documented technical issues in the trouble-ticket system, maintaining detailed diagnostic notes and ensuring effective escalation in accordance with IT processes.
- Educated and advised end users by explaining technical concepts clearly and recommending best practices to prevent recurrence.
- Collaborated with vendor support contacts and internal cross-functional teams to quickly resolve complex hardware/software issues.
- Maintained 100% compliance with company business rules and regulatory policies during all internal system troubleshooting and user access provisioning.
IT Support
UVA Health
Haymarket, Virginia
09.2021 - 05.2024
- System Support & Troubleshooting: Provided tier-1/tier-2 technical support for clinical and revenue cycle computing systems, resolving hardware/software issues to maintain uptime for medical departments.
- Security & Compliance: Ensured data security and maintained compliance with healthcare regulatory requirements and IT privacy procedures.
Team Leader
Chik-Fil-A
Ashburn, Virginia
03.2014 - 04.2016
- Mentored and coached a team of 15+ employees to consistently exceed 2nd Mile Service goals, raising Customer Experience Monitor (CEM) scores.
- Supervised daily operations and cash management for high-volume fast-food location, ensuring accuracy in drawer management and timely end-of-day reports.
- Resolved guest inquiries and calmly managed stressful situations during peak hours, enhancing customer satisfaction.
- Executed opening and closing procedures, maintaining compliance with safe standards and cleanliness regulations for optimal store operation.
Education
High School Diploma -
Broad Run High School
AshburnSkills
- Physical Asset Auditing (nuclear gauges, proctors, & computer/tablet serial numbers)
- Incident Response & SLAs (Network/Critical hardware outages) Knowledge in ServiceNow and Remedy ticketing systems
- Basic computer, tablets, & cellular device network troubleshooting
- Hardware maintenance & replacements
- Software troubleshooting
- Remote support
- On-site technical support
- Effective communication
- Time management
Timeline
IT Support
Ecs Ltd
05.2024 - 06.2026
IT Support
UVA Health
09.2021 - 05.2024
Team Leader
Chik-Fil-A
03.2014 - 04.2016
High School Diploma -
Broad Run High School