Kyle Merriman
BDO Digital
Oak Forest,IL
8
years of professional experience
Experienced Help Desk Technician specializing in technical support, troubleshooting, and issue resolution. Proven ability to manage ticket systems and provide exceptional customer service, contributing to operational efficiency.
Work History
Help Desk Technician
2 Years 11 Months- Diagnosed and resolved technical issues for end-users across various platforms and software applications.
- Provided exceptional customer support through effective communication and problem-solving skills.
- Maintained comprehensive documentation of support tickets, ensuring efficient tracking and resolution processes.
- Assisted in the development of knowledge base articles, streamlining information access for team members.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
IT Support Technician II
5 Years 3 Months- Troubleshot hardware and software issues to minimize downtime across diverse technical environments.
- Mentored junior technicians in troubleshooting techniques, fostering knowledge sharing within the team.
- Assisted with maintaining servers and systems to keep networks fully operational during peak periods.
- Coordinated efforts with vendors for timely delivery of replacement parts or services, minimizing disruption to end users'' work routines.
- Created it Dashboards in Ticket Systems such as Service Now to ticket queue monitoring.
Education
GED
Skills
Technical support
Troubleshooting
Remote support
Ticket management
Issue resolution
Issue escalation
Active Directory Management
Hardware repair
Computer workstation setup
Customer service
Timeline
Help Desk Technician
BDO Digital
10.2023 - 09.2026Read More
IT Support Technician II
Amazon
06.2018 - 09.2023Read More
Moraine Valley Community College
GED
Read More