Summary
Overview
Work History
Education
Skills
Timeline
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Leighton Stewart

Summary

Dynamic IT Help Desk Technician with over 2.5 years of experience delivering exceptional customer support in fast-paced environments. Expertise in enterprise-level technical support has led to significant improvements in call resolution rates and customer satisfaction metrics. A strong commitment to continuous professional development in IT support and cybersecurity ensures up-to-date knowledge of industry trends and best practices. Recognized for a proactive approach to problem-solving and dedication to enhancing user experiences through effective communication and technical solutions.

Overview

3
3
years of professional experience

Work History

Support Engineer

1st Mile LLC
03.2025 - Current
  • Installed company software according to SOP guidelines for small enterprise businesses with 100 % merchant satisfaction rate
  • Upgraded outdated proprietary software and credit card firmware
  • Resolved merchant business technical support questions averaging 20 calls/day, 90% first-call resolution rate
  • Documented call cases using Office 365 company CRM with 90% accuracy
  • Diagnosed POS and 1st Mile software issues with 85% accuracy
  • Configured physical credit card machine settings, such as network, security and terminal connections

Product Support Specialist

LPL Financial
09.2024 - 01.2025
  • Delivered technical assistance for investment platform at 35 calls/day, 85% first-call resolution.
  • Performed browser troubleshooting on Windows & Mac.
  • Configured Outlook connections by verifying DNS records and profile setups.
  • Managed Active Directory password resets and client guidance.
  • Escalated tickets in ServiceNow to Tier 3 support.
  • Co-developed chatbot using Hugging Face API & Python for knowledge base retrieval.

IT Help Desk Technician II

T-Mobile
02.2024 - 09.2024
  • Managed 20 enterprise calls daily, achieving 70% resolution and cutting callbacks by 10%.
  • Diagnosed router/modem issues and wireless configurations (Inseego & Cradlepoint).
  • Performed device resets with 75% success rate.
  • Created network tickets in Atlas, improving client satisfaction by 30%.
  • Guided clients on wireless/IoT setup, reducing troubleshooting requests by 25%.

Service Desk Analyst

Discount Tire
09.2023 - 02.2024
  • Supported 1200 stores nationwide, with 80% first call/ ticket resolution rate.
  • Assisted corporate VIPs with profiles, email, and OS support.
  • Executed Active Directory resets, SAP login help, AS400 database resets.
  • Migrated to Okta, reducing login tickets by 35%.
  • Troubleshot Cisco VPN & POS issues, cutting resolution time by 25%.

Help Desk Technical Support Level II

Charles Schwab
04.2023 - 09.2023
  • Enhanced browsing performance across major browsers.
  • Troubleshot app and peripheral issues, cutting follow-ups by 15%.
  • Researched SOHO VPN settings, decreasing access issues by 25%.
  • Reorganized Salesforce workflow, improving resolution efficiency by 30%.

Help Desk Support Analyst

Arc Smart Solutions
12.2022 - 04.2023
  • Resolved network issues for enterprise clients (75% resolution rate).
  • Used network utilities (ping, nslookup, tracert) to boost site performance, reducing downtime by 30%.
  • Partnered with engineers to refine IP addressing and architecture.
  • Diagnosed POS/TV system connectivity, cutting latency by 30%.

Education

B.S. - Information Security and Assurance

Western Governors University
12.2025

High School Diploma - undefined

Albuquerque High School
01.2014

Skills

  • CompTIA A, Network, Security
  • Microsoft 365 Certified: Endpoint Administrator Associate, Administrator Expert
  • Cisco Certified Network Associate (CCNA)
  • Active Directory, Okta, ServiceNow, Salesforce, Cisco VPN, SAP, AS400
  • Windows Client/Server OS, macOS, iOS, Android
  • Networking: Troubleshooting, VPNs, Architecture, Performance
  • Databases: MySQL, SAP, AS400
  • Identity & Access Management, Vulnerability Analysis, Web Application Security
  • Hardware and software installation
  • Remote support

Timeline

Support Engineer

1st Mile LLC
03.2025 - Current

Product Support Specialist

LPL Financial
09.2024 - 01.2025

IT Help Desk Technician II

T-Mobile
02.2024 - 09.2024

Service Desk Analyst

Discount Tire
09.2023 - 02.2024

Help Desk Technical Support Level II

Charles Schwab
04.2023 - 09.2023

Help Desk Support Analyst

Arc Smart Solutions
12.2022 - 04.2023

High School Diploma - undefined

Albuquerque High School

B.S. - Information Security and Assurance

Western Governors University

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