Kirby Losee
Hollis
Overview
4
4
years of professional experience
Work History
IT Support Engineer
Frontline Technologies
Hudson
12.2021 - Current
- Provided Tier 1 and Tier 2 technical support to end users daily across Windows, MacOS, and IOS, responding to all incoming tickets within 15 minutes
- Streamlined documentation processes to create a comprehensive, traceable log of technical issues and resolutions
- Developed comprehensive FAQ documentation to address common issues, reducing average number of tickets by 25%
- Oversaw the IT operations of 40+ small to mid-sized business environments, ensuring system stability, performance, and continuity.
- Monitored and validated backup processes to safeguard critical business data and minimize the risk of data loss.
- Configured and maintained firewall and network security systems, including VPN and traffic control policies, to ensure secure business operations.
- Administered Windows Server environments, Active Directory, and database systems, supporting user access, resource permissions, and system integrity.
Education
B.S - Computer Science
University of New Hampshire
Durham, NH05-2028
Skills
- System Administration and Troubleshooting
- Microsoft 365
- Firewall management
- Network Infrastructure
- Troubleshooting Windows/Apple OS
- Remote Support
- Customer Service
- Verbal Communication
- Conflict Resolution
- Problem solving
Timeline
IT Support Engineer
Frontline Technologies
12.2021 - Current
B.S - Computer Science
University of New Hampshire