Kirk Sapp
Navasota,TX
Summary
IT Professional currently holding certifications in Linux Essentials, ComTIA Server+ and ComTia A+; actively pursuing additional certifications. Easily adapts to ever-changing, fast-paced environments. Proven ability to work well collaboratively as well as independently. Task oriented with excellent communication and problem-solving abilities. Composed in complex and time-critical conditions to meet company priorities and strict customer requirements while adhering to legal and safety regulations.
Experienced with diagnosing and resolving technical problems efficiently. Utilizes strong communication skills to provide clear guidance and support to users. Knowledge of system maintenance and software troubleshooting ensures optimal performance and user satisfaction.
Diligent Support Analyst with background in providing exceptional technical support. Adept at troubleshooting complex issues and implementing effective solutions. Demonstrated ability to manage software installations and system updates while using strong problem-solving and communication skills.
Professional support analyst with strong background in IT support and troubleshooting. Consistently ensures seamless operations through effective problem-solving and communication. Highly adaptable team player focused on delivering impactful results and fostering collaboration. Proficient in diagnosing technical issues, managing support tickets, and providing user training. Reliable and flexible in responding to evolving challenges.
Overview
38
38
years of professional experience
1
1
Certification
Work History
Support Analyst - Remote Managed IT Service Desk
Buchanan Technologies
01.2021 - 01.2025
- Duties include: Troubleshooting computer and application issues.
- Remoting into user's computer to resolve issues.
- Accessing Active Directory for new hire profile creation and employee terminations.
- Experienced in using Microsoft Exchange Server to create and remove email addresses.
- Using administrative credentials during remote session to install, reinstall and troubleshoot all issues that may arise.
- Experienced in troubleshooting and operating Microsoft Teams, Office 365, Word, Excel, Powerpoint, Outlook.and Workday.
- Experienced using Team Viewer.
- Experienced using, setting up and troubleshooting VPNs
- Experienced troubleshooting and installing network/local printers.
- Experienced using the Remedy, Cherwell, Service Now and Jira ticketing system
- Accessing Active Directory for password resets and password changes.
- Some of our clients are hospitals, nursing and retirement homes. The majority of my duty to these clients is to route them appropriately for scheduling appointments and also to assist them in setting up portals in which they use to access medical records. My duty to them also includes resetting those password when needed.
- Answering inbound calls in a professional manner giving the caller the assurance that I will resolve the issue they are facing. And at times multi-tasking by resolving issues that come through as a chat.
- Placing outbound calls to follow up with clients as well as to start resolution attempt from tickets that are in the que.
- When all necessary troubleshooting steps are taken and issue is still not resolved I escalate issue to the appropriate team.
- Obtained HDI Support Center Analyst Certificate.
Fitter II/Welder
Epic Piping
07.2020 - 01.2021
- Read blueprints and assemble raw material to specification by cutting with Oxy-Acetylene torch or Plasma.
- Weld using GMAW and FLUX-CORE.
Welder/Fitter
Valmont Structures
11.2005 - 10.2020
- Performed layout work and projects using blueprints, drawings, sketches, and specifications.
- Structual weld using GMAW and FLUX-CORE arc welding equipment.
- Developed patterns, cuts, lay outs, and other technical projects, and complete structual weld on many different types of utility poles.
- Traveled to areas in the city and out of town where repairs on structual and utility poles were required.
- Maintained daily preventive maintenance.
Front Desk/Loan Associate
EZ Pawn
03.1999 - 12.2001
- Assist customers with the sale, purchase and loan of merchandise.
Bagger/Cashier
Piggly Wiggly Grocery Store
02.1987 - 08.1990
Education
Information Technology Systems Administration
My Computer Career, Live Online
02.2018
Skills
- Maintaining and troubleshooting Windows OS
- Troubleshooting software as well as peripherals
- Setting up Windows and third-party firewall software
- Installing and troubleshooting PC hardware
- Setting up and maintaining anti-virus software
- Troubleshooting network connectivity issues
- Troubleshooting computer issues
- Remote desktop support
- Active Directory management
- Microsoft Exchange Server
- Office 365 support
- Microsoft Teams administration
- VPN setup and troubleshooting
- Ticketing systems management
Certification
Linux, Server+, CompTia A+, HDI Support Center Analyst
Timeline
Support Analyst - Remote Managed IT Service Desk
Buchanan Technologies
01.2021 - 01.2025
Fitter II/Welder
Epic Piping
07.2020 - 01.2021
Welder/Fitter
Valmont Structures
11.2005 - 10.2020
Front Desk/Loan Associate
EZ Pawn
03.1999 - 12.2001
Bagger/Cashier
Piggly Wiggly Grocery Store
02.1987 - 08.1990
Information Technology Systems Administration
My Computer Career, Live Online