Edward Strickland
IT Support Technician
Orlando,USA
Work Preference
Summary
Dynamic IT support professional with extensive hands-on experience in macOS, iOS/iPadOS, and mobile device environments, complemented by strong leadership capabilities. Proficient in ticket-based troubleshooting using Zendesk, remote support tools, and knowledge base development, consistently delivering efficient resolutions to technical issues in fast-paced, customer-facing settings. Expertise includes balancing independent problem-solving with effective communication, making a strong fit for remote IT support roles. Committed to continuous professional development and skill enhancement to remain at the forefront of industry advancements.
Overview
1
1
Certification
9
9
years of professional experience
Work History
IT Support Specialist
MaidCentral
08.2025 - 11.2025
- Delivered customer-facing technical troubleshooting and support through the Zendesk ticketing system through email, chat and video call
- Escalated complex tickets to the appropriate teams to ensure timely resolution of user issues
- Used and helped build out a customer knowledge base that was still under development, contributing documentation for common issues and resolutions
IT Support Manager
Concentrix
05.2024 - 07.2025
- Led and managed a team of IT support technicians, ensuring high-quality service delivery and a customer-first approach
- Developed and implemented IT support strategies, procedures, and policies to improve operational efficiency and user satisfaction
- Monitored and evaluated support team performance, providing coaching, training, and performance reviews
- Established and managed KPIs for the support team, ensuring SLAs were consistently met
- Collaborated with cross-functional departments to identify and resolve recurring IT issues, delivering long-term solutions
- Communicated regularly with senior management on IT performance, challenges, and ongoing projects
- Ensured adherence to IT compliance standards and company policies through regular audits and assessments
IT Support
Concentrix
11.2023 - 05.2024
- Provided technical support to end-users by troubleshooting hardware, software, and network issues, ensuring timely resolutions
- Assisted with system installations, configurations, and software updates across iOS, iPadOS, and macOS
- Resolved service desk tickets in a fast-paced environment while maintaining a high customer satisfaction rate
- Documented troubleshooting steps and resolutions in a knowledge base for future reference and team training
- Provided remote support using remote desktop tools to assist users across multiple locations
Healthcare Account Manager
Staples
11.2021 - 10.2023
- Managed a portfolio of healthcare accounts, maintaining an efficient workflow across multiple systems and projects
- Built and maintained client relationships through regular calibration meetings with customers, internal teams, and management
- Used Excel to deliver cost-analysis and savings metrics in client-facing presentations
- Promoted after consistently exceeding performance and growth goals
Senior Manager II
The Cheesecake Factory
07.2016 - 10.2021
- Managed and mentored a staff of up to 50 employees, using strong interpersonal and problem-solving skills
- Built detailed reports for upper management to support accurate sales forecasting
- Devised and executed plans that raised alcohol efficiency from 95–96% to 98–99%
- Led teams to consistently meet daily, weekly, and monthly performance metrics through clear communication
Education
Associate of Science - Business Finance, Personal Finance, and Accounting
Valencia College
Orlando, FL01-2008
Diploma - undefined
Clewiston High School
Clewiston, FL01-2003
Skills
- Technical Support & Troubleshooting (macOS, iOS/iPadOS, Windows)
- Ticketing Systems (Zendesk) & Knowledge Base Development
- Remote Support & Remote Desktop Tools
- Team Leadership, Coaching & Mentoring
- KPI / SLA Management
- Networking Fundamentals & Security Practices
- Time Management, Organization & Analytical Problem-Solving
- Customer service
- Software diagnosis
- User support
- Application installations
ADDITIONAL TECHNICAL PROJECTS
- Custom PC Building & OS Management: Built and configured multiple desktop systems; proficient installing and maintaining Windows 11 and various Linux distributions
- Hardware Repair: Performed component-level repairs on iPhones, including screen and battery replacements
- Storage & Imaging: Configured RAID arrays and performed disk cloning/system imaging for OS deployment and backup
Certification
- CompTIA A+ - https://cp.certmetrics.com/comptia/en/public/verify/credential/L9CT05YSYBQEQ8SL
- Google IT Support Professional Certificate
- CompTIA Network+ — In Progress
Timeline
IT Support Specialist
MaidCentral
08.2025 - 11.2025
IT Support Manager
Concentrix
05.2024 - 07.2025
IT Support
Concentrix
11.2023 - 05.2024
Healthcare Account Manager
Staples
11.2021 - 10.2023
Senior Manager II
The Cheesecake Factory
07.2016 - 10.2021
Diploma - undefined
Clewiston High School
Associate of Science - Business Finance, Personal Finance, and Accounting
Valencia College