Kyle Hatcher
Parker,CO
Summary
Dependable professional with extensive helpdesk experience, providing effective support for complex technical issues. Demonstrates strong communication skills by simplifying intricate concepts for diverse audiences. Develops clear and concise documentation for internal and external use, enhancing resource accessibility. Proven ability to handle a wide range of inquiries with professionalism and efficiency.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Support Specialist Tier II
Go West IT
Greenwood Village, CO
08.2022 - Current
- Trained new Technical Support Representatives on company policies, procedures, and tools.
- Demonstrated advanced product knowledge to solve customer issues.
- Served as the first point of contact for incoming technical service calls and emails.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Analyzed support tickets to identify trends and recommend product improvements to the development team.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Assisted in the development and updating of technical documentation and support guides.
Deployment Services Technician
Elevate Services Group
Greenwood Village, CO
05.2021 - 05.2022
- Provisioned client laptops with Acronis Boot Imaging, Azure Active Directory, and local Active Directory;
- Created documentation through IT Glue
- Maintained inventory and provisioning of approximately 100 devices per month.
- Assisted in development of new processes and technologies for increased efficiency.
- Monitored inventory levels of spare parts, ordering replacements as needed.
- Repaired and replaced malfunctioning parts in machinery.
Department Supervisor
The Home Depot
Parker, CO
08.2017 - 05.2021
- Managed daily operations of department, ensuring smooth workflow and productivity.
- Supervised a team of 10 employees, delegating tasks and monitoring performance to achieve goals.
- Maintained sales floor presence, greeted customers, answered questions, and assisted with purchases.
- Monitored and maintained inventory levels, including ordering of products.
Education
BS - Mechanical Engineering
University of Colorado
Denver05.2019
Skills
- Ticketing system proficiency
- Active Directory management
- Troubleshooting processes
- Help desk call support
- User credential management
- Microsoft Outlook Troubleshooting
Certification
- Google IT Support
- CompTIA Network+
Timeline
IT Support Specialist Tier II
Go West IT
08.2022 - Current
Deployment Services Technician
Elevate Services Group
05.2021 - 05.2022
Department Supervisor
The Home Depot
08.2017 - 05.2021
BS - Mechanical Engineering
University of Colorado
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