JOHN WILSON
IT Support Technician
Plano,TX
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
8
8
Years in managment and leadership roles
Work History
Regional IT Support Technician
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 Technician
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
Associate of Science - 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, Customized a Windows PE–based recovery environment 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, 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
Associate of Science: Science
Dallas College - Dallas, Texas
- Completed foundational coursework
- CompTIA A+ (Exams scheduled for Feb. 2026)
- CompTIA Network+ (Self-Study in Progress)
- CompTIA Security+ (Foundational Coursework)
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
I’m an IT support professional with hands-on experience in systems, hardware, and troubleshooting. I work in Tier 1 help desk and desktop support roles, assisting end users with Windows systems, hardware issues, and network connectivity.
My technical background started with hands-on electronics, including soldering, Arduino projects, and custom device builds, which led to building home labs and assembling systems from the ground up.
I enjoy understanding how systems work end to end, not just using them. I’m focused on growing in IT support and systems administration, with interests in Windows environments, networking, and infrastructure. I’m currently open to Help Desk, Desktop Support, and Entry-Level IT opportunities.
Timeline
Regional IT Support Technician
Dave’s Hot Chicken Franchise Network
12.2023 - Current
IT Support Technician
Okaeri Café
05.2023 - Current
IT Support Specialist (Freelance)
Self-employed
04.2022 - Current
Associate of Science - Science
Dallas College