Ian Kraft
Chesterfield,MI
Summary
Results-driven Level 3 Helpdesk Technician with expertise in root cause analysis and incident management. Proven ability to resolve complex hardware and software issues while mentoring junior technicians to enhance team performance.
Overview
12
12
years of professional experience
Work History
Level 3 Helpdesk Technician
Data System Services LLC
Sterling Heights, MI
09.2022 - Current
- Serve as Tier 3 escalation point, resolving complex hardware, software, and network issues while managing ~20 tickets/day and leading high-priority incidents to minimize operational downtime
- Perform root cause analysis and coordinate with engineering/infrastructure teams to resolve system-level issues across enterprise environments
- Mentor Tier 1 technicians by reviewing troubleshooting efforts, providing guidance, and improving first-call resolution and support quality
- Support and maintain mission-critical field systems across 50+ sites, including industrial scale hardware, rugged devices (Honeywell Thor VM3), docking stations (Honeywell VM3D), and integrated software applications
- Manage enterprise device and printer deployments, optimizing scanning and printing workflows to support seamless operations across hundreds of sites, leveraging monitoring and ticketing platforms such as SolarWinds Web Help Desk, SolarWinds Orion, and WhatsUp Gold
Level 1 Helpdesk Technician
Data System Services LLC
Sterling Heights, MI
06.2021 - 09.2022
- Provided first-line support for hardware, software, and network issues, handling a high volume of end-user tickets across multiple enterprise clients
- Troubleshot and resolved common desktop and peripheral issues, including PCs, laptops, printers, scanners, and mobile devices
- Escalated complex issues to Level 3 technicians with detailed documentation to ensure rapid and accurate resolution
- Assisted in configuring and deploying new devices and applications, supporting standardization and operational efficiency across multiple sites
- Developed foundational knowledge of enterprise IT systems, monitoring tools, and troubleshooting processes, preparing for advanced technical responsibilities
Information Technology Intern
First State Bank
Saint Clair Shores, MI
05.2019 - 08.2019
- Provided technical support for bank staff, troubleshooting hardware, software, and network issues in a high-security financial environment
- Assisted with desktop and peripheral setup, including installation of software, printers, and scanners for end-users
- Supported IT team in maintaining network monitoring and system uptime, helping ensure continuous access to critical banking applications
- Documented support tickets, processes, and resolutions to improve knowledge sharing and team efficiency
- Gained exposure to financial systems, compliance protocols, and enterprise IT best practices, laying the foundation for a professional IT career
Dishwasher / Line Cook
Sugarbush Tavern
Chesterfield, MI
11.2013 - 12.2018
- Started as Dishwasher and promoted to Line Cook, demonstrating reliability, strong work ethic, and adaptability
- Maintained strict process adherence and quality control, ensuring all food prep and cleaning met operational standards
- Coordinated with team members to manage high-volume, fast-paced service periods, building teamwork and communication skills
- Troubleshot workflow challenges in real-time to maintain smooth operations and minimize delays
Education
Bachelor of Science - Computer Science
Central Michigan University
Mount Pleasant, MI05-2023
Associate of Applied Science - IT Professional
Macomb Community College
Warren, MI12-2018
Skills
- Hardware & Field Devices: Rugged tablets (Honeywell Thor VM3), docking stations, industrial scales, forklifts, barcode scanners, printers
- Software & Applications: Virtui3, custom logistics apps, Canon Authorized Send, Windows OS
- Networking & IT Infrastructure: TCP/IP, LAN/WAN, IP configuration, device connectivity troubleshooting
- IT Support & Processes: Tier 1–3 escalation, incident management, root cause analysis, ticketing (SolarWinds Web Help Desk, Orion, WhatsUp Gold)
- Operational & Soft Skills: Teamwork, mentoring, process adherence, high-pressure problem-solving, reliability
Timeline
Level 3 Helpdesk Technician
Data System Services LLC
09.2022 - Current
Level 1 Helpdesk Technician
Data System Services LLC
06.2021 - 09.2022
Information Technology Intern
First State Bank
05.2019 - 08.2019
Dishwasher / Line Cook
Sugarbush Tavern
11.2013 - 12.2018
Bachelor of Science - Computer Science
Central Michigan University
Associate of Applied Science - IT Professional
Macomb Community College