Keagan Thompson
Greeley,CO
Summary
Entry-level IT support professional and IT student with hands-on experience providing technical support to 30-40 users per shift in a high-volume environment. Proven ability to troubleshoot hardware and software issues, manage user access, document support tickets, and resolve technical problems across multiple systems. Strong communicator with a customer-focused approach, seeking a Help Desk or IT Support role to support end users and grow within enterprise IT.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
Work History
Process Instructor
Vestas
Brighton, CO
08.2024 - Current
- Provided frontline IT and operational support to 30-40 users per shift across multiple production teams
- Responded to user support requests and resolved hardware, software, and workflow issues in real time
- Reset user logins and managed access permissions for internal systems and training portals
- Supported end users with tablets, scanners, workstation setup, and connectivity issues
- Utilized Excel, SharePoint, Teams, SAP, Apriso, and OneBreeze to track issues, manage workflows, and support business operations
- Logged and tracked technical issues through digital ticketing workflows
- Escalated unresolved or high-priority issues to appropriate technical teams
- Maintained digital documentation, procedures, and training materials
- Led onboarding and technical training for new hires on internal systems and tools
- Served as a primary point of contact for technical issue reporting and end-user support
Shift Manager
Einstein Bros. Bagels
Greenwood Village, CO
08.2017 - 08.2024
- Delivered frontline customer and technical support in a high-volume environment
- Resolved POS system and operational issues to maintain service continuity
- Trained staff on systems, procedures, and customer service standards
- Documented workflows and operational processes
- Managed inventory and scheduling systems
- Provided consistent issue resolution and user support
Bartender
Olive Garden
Highlands Ranch, CO
03.2022 - 08.2023
- Delivered high-quality customer service and end-user support
- Operated POS systems and managed transaction workflows
- Resolved customer issues professionally and efficiently
Education
Bachelor of Science - Information Technology
University of Massachusetts Global
01.2026 - 01.2026
Bachelor of Science - Computer Science
Southern New Hampshire University
Hooksett, NH 01.2024 - 01.2026
High School Diploma -
Eagle Academy High School
Skills
- Operating Systems: Windows 10/11
- Hardware Support: Workstations, monitors, peripherals, printers, tablets, scanners
- Productivity Tools: Microsoft Office 365 (user-level), Outlook, Teams, SharePoint, Excel
- Enterprise Systems: SAP, Apriso, OneBreeze
- Troubleshooting: Hardware/software diagnostics, connectivity issues, driver installs
- Help Desk Practices: Ticketing systems, issue escalation, end-user support, documentation
- Other: Customer service, onboarding & training, cross-team technical support
Timeline
Bachelor of Science - Information Technology
University of Massachusetts Global
01.2026 - 01.2026
Process Instructor
Vestas
08.2024 - Current
Bachelor of Science - Computer Science
Southern New Hampshire University
01.2024 - 01.2026
Bartender
Olive Garden
03.2022 - 08.2023
Shift Manager
Einstein Bros. Bagels
08.2017 - 08.2024
High School Diploma -
Eagle Academy High School