Jeremy Kyc
Athens,PA
Summary
Results driven IT support professional with over a year of hands on experience supporting end users. Skilled at troubleshooting everything from routine password resets and user access to more complex network, software, and hardware issues, I excel at using ServiceNow and other ticketing systems to keep operations running smoothly. Known for clear communication and a strong commitment to customer service, I also hold the CompTIA A+, Network+, and Security+ certifications, demonstrating solid expertise in operating systems, systems administration, networking, cloud computing, and cybersecurity best practices.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service Desk Escalations Specialist
HTC Global Services Inc.
Troy, MI
06.2025 - Current
- Analyzed complex support incidents to identify root causes and drive timely, effective solutions.
- Performed advanced troubleshooting across systems, applications, and networks.
- Collaborated with infrastructure and engineering teams to triage unresolved tickets.
- Provided technical guidance and support to Tier 1 and Tier 2 analysts.
Service Desk Analyst
HTC Global Services Inc.
Troy, MI
06.2024 - Current
- Resolved technical issues related to user access, software, hardware, and networking, ensuring seamless operations.
- Utilized ServiceNow and other ticketing platforms to log and track incidents efficiently.
- Troubleshot network connectivity, VPN access, and Citrix issues for healthcare professionals.
- Communicated technical concepts clearly to users of varied skill levels to enhance issue resolution.
Digital Patient Engagement Specialist
A&E Audiology
Lancaster, PA
03.2023 - 06.2024
- Coordinated online inquiries to efficiently create and manage patient charts and appointments using EMR and scheduling systems.
- Reviewed lead reports for prospective patients, contacting individuals to schedule consultations and ensure timely follow-ups.
- Facilitated communication among patients, audiologists, and insurance providers to minimize workflow disruptions and ensure accurate data entry.
Fraud Risk Management Analyst
Fulton Bank
Lancaster, PA
03.2022 - 02.2023
- Monitored and analyzed flagged transactions with fraud detection systems to identify security threats.
- Communicated with customers and internal teams to troubleshoot account access and fraud-related issues.
- Conducted investigations using data analysis tools to assess risk and escalate incidents for compliance.
Customer Support Specialist
Fulton Bank
Lancaster, PA
10.2020 - 03.2022
- Delivered technical support for online banking platforms, resolving access issues and transaction errors.
- Handled inbound calls to address inquiries regarding account updates, loan payments, and fraud disputes.
- Documented customer concerns in banking systems to maintain accurate records and enable effective resolution tracking.
Education
Bachelor of Science - Criminal Justice
Lock Haven University
Lock Haven, PA05.2018
Skills
- Remote Troubleshooting & Support
- Active Directory/User Account Management
- Network Protocols (TCP/IP, DNS, DHCP, VPN)
- Endpoint Security & Threat Mitigation
- Customer Service
- Team Collaboration
- Time Management
- Adaptability/Willingness to learn
Certification
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- CompTIA CySA+ (In Progress)
Timeline
Service Desk Escalations Specialist
HTC Global Services Inc.
06.2025 - Current
Service Desk Analyst
HTC Global Services Inc.
06.2024 - Current
Digital Patient Engagement Specialist
A&E Audiology
03.2023 - 06.2024
Fraud Risk Management Analyst
Fulton Bank
03.2022 - 02.2023
Customer Support Specialist
Fulton Bank
10.2020 - 03.2022
Bachelor of Science - Criminal Justice
Lock Haven University
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