Mark Joniak
Buffalo Grove,IL
Summary
Adept IT Support Engineer with a proven track record at Littelfuse, excelling in incident management and delivering exceptional customer support. Mastered the art of de-escalation, ensuring customer satisfaction while significantly improving product usability through insightful feedback. Skilled in both information security and fostering strong customer relationships, consistently exceeding quality expectations.
Overview
12
12
years of professional experience
Work History
IT Support Engineer
Littelfuse
Rosemont, IL
02.2013 - 01.2025
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Developed and maintained strong relations with customers to meet quality expectations.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Utilized ticketing systems to track the status of help desk tickets throughout the resolution process.
- Demonstrated advanced product knowledge to solve customer issues.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Developed and delivered training sessions to customers on how to use products more effectively.
- Delivered remote assistance globally 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.
- Troubleshot and resolved printer hardware and software issues.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Maintained up-to-date case documentation for future reference.
Education
Associate of Applied Science - Information Technology
DeVry University
Tinley Park, IL06-2012
Skills
- Operating systems
- Configuration management
- Wireless networking
- Incident management
- Application support
- Network architecture
- IT compliance
- Desktop deployment
- Network troubleshooting
- Patch management
- Help desk support
- Hardware diagnostics
- IT asset management
- Software installation
- Mobile device management
- Information security
- Remote desktop support
Timeline
IT Support Engineer
Littelfuse
02.2013 - 01.2025
Associate of Applied Science - Information Technology
DeVry University
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