JOHN WILSON
Plano
Summary
IT Support Specialist with over 4 years of experience in optimizing IT environments for multi-location businesses and small operations. Expertise in desktop, network, and infrastructure support, focusing on system uptime and performance enhancement. Proven ability to troubleshoot effectively, communicate clearly with non-technical users, and maintain proactive documentation to minimize downtime.
Overview
4
4
years of professional experience
Work History
Regional IT Support Specialist (Acting Assistant General Manager)
Dave’s Hot Chicken Franchise Network
McKinney
12.2023 - Current
- Directed full-stack IT support for eight sites, ensuring continuous POS, printer, and network uptime.
- Resolved hundreds of technical incidents with a mean recovery time of less than 30 minutes during service peaks.
- Reduced external IT costs by approximately $150 per ticket, saving thousands annually through in-house fixes.
- Configured routers, static IPs, and POS systems, cutting repeat outages by 70%.
- Implemented structured incident documentation, improving resolution rates, and reducing escalations by 40%.
- Trained over 40 staff members on POS and network troubleshooting to strengthen first-line support capability.
- Standardized hardware procurement and imaging across all franchise sites for consistency and uptime.
- (Franchise-based retail environment; 8 sites, 160–280 employees supported)
IT Support Consultant / Technical Operations Advisor
Okaeri Café
Richardson
05.2023 - Current
- Served as the primary IT consultant for POS, network, and connected hardware systems, supporting 20+ staff.
- Performed component-level hardware repairs, reducing replacement costs by over $200 per device.
- Designed and maintained optimized router and Wi-Fi configurations for high device density.
- Authored SOPs and staff training guides, reducing downtime and reliance on external support.
- Built Excel-based automation tools that streamlined daily operations and improved accuracy.
- (Independent café; 20+ team members, full-stack systems responsibility.)
IT Support Specialist (Freelance)
Self-employed
Plano
04.2022 - Current
- Provided end-to-end desktop and network support for over 20 clients and hundreds of service instances.
- Resolved complex OS, hardware, and malware issues through remote sessions and custom boot media.
- Developed 'AndromedaPE,' a Windows PE-based recovery environment, cutting system restoration time by 60%.
- Optimized device performance, extending lifespans by one to three years via refurbishing and upgrades.
- Built and maintained secure small-office/home networks, adhering to best-practice standards.
- Designed and 3D-printed custom mechanical adapters to eliminate recurring component failures.
Education
Some College (No Degree) - Science
Dallas College
Dallas, TXSkills
- End-user support
- Imaging and deployment
- Ticket triage
- Root cause analysis
- SOP documentation
- Windows 10 and 11
- MacOS and Linux
- Command line interface (CLI)
- Secure shell (SSH)
- Active Directory management
- Group Policy configuration
- Windows Server administration
- LAN and Wi-Fi troubleshooting
- TCP/IP networking
- DNS and DHCP management
- Router configuration and optimization
- Static IP management
- VPN and remote access setup
- Custom PC builds and diagnostics
- Component-level repair and PCB soldering
- SMD rework techniques
- POS and printer setup
- Peripheral configuration and support
- PowerShell scripting
- Bash scripting and SSH automation
- Microsoft 365 Suite proficiency
- Excel automation tools
- documentation and training strategies
- Ownership mindset and continuous learning
Technical Projects And Home Lab
- Custom Diagnostic OS Environment ('AndromedaPE'), Customized a Windows PE–based recovery environment (anhdv) with DISM-injected drivers and service optimizations, creating a portable, plug-and-play diagnostic tool for rapid system recovery. Enables offline malware removal, partition repair, and OS restoration directly from a bootable drive, cutting turnaround time by 60%.
- Performance-Tuned Workstation ('Andromeda'), Built dual-boot Windows/Linux workstation optimized for AI and testing workloads; achieved 25% higher multithread performance through advanced tuning and validation.
- Raspberry Pi Network Lab, Deployed Linux Pi nodes for automation and remote management using SSH/Bash scripting and VPN access testing.
- Home Network & Systems Lab, Configured mesh Wi-Fi, static IPs, and VPNs to study Linux Server administration and CompTIA Network+ concepts.
Certifications And Education
CompTIA A+ (Core 1 & 2), Exams scheduled 02/01/26, CompTIA Network+, Self-study in progress (target Q2 2026), CompTIA Security+, Foundational coursework in progress, Linux CLI Essentials (Udemy), In progress, Ubuntu / Linux Server Administration (Dan Mull), In progress, Dallas College, Dallas, TX, Completed foundational coursework in Science (2016)
Core Technical Skills
End-user support, Imaging & deployment (Windows PE, DISM), Ticket triage (ServiceNow, Jira), Root-cause analysis, SOP documentation, Windows 10/11, macOS, Linux (CLI, SSH), Active Directory exposure, Group Policy basics, Windows Server familiarity, LAN/Wi-Fi troubleshooting, TCP/IP, DNS, DHCP, Router configuration & optimization, Static IPs, VPN & remote access setup, Custom PC builds, Diagnostics, Component-level repair (PCB soldering, SMD rework), POS/printer setup, Peripheral configuration, PowerShell, Bash, SSH scripting, Microsoft 365 Suite, Excel automation, Imaging & deployment utilities, Calm under pressure, Clear communicator, Documentation & training, Ownership mindset, Continuous learning
Personal Information
Relocation: Open to relocation or hybrid/remote
Timeline
Regional IT Support Specialist (Acting Assistant General Manager)
Dave’s Hot Chicken Franchise Network
12.2023 - Current
IT Support Consultant / Technical Operations Advisor
Okaeri Café
05.2023 - Current
IT Support Specialist (Freelance)
Self-employed
04.2022 - Current
Some College (No Degree) - Science
Dallas College