Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Sam Hatchard

San Luis Obispo,CA

Summary

Adaptable and resourceful IT Support Specialist with nearly 6 years of experience delivering comprehensive technical support across diverse environments, including over a year at a Managed Service Provider. Proven expertise in Windows Server administration, Microsoft 365 tenant management, VoIP systems, user onboarding/offboarding, network troubleshooting, and EMR system support. Recognized for outstanding customer service and a proactive, solutions-focused approach, with a track record of leading the team in ticket resolution rates and client satisfaction. Seeking an IT support or system administration role to leverage broad technical knowledge and a commitment to exceptional service.

Overview

6
6
years of professional experience
1
1
Certification

Work History

IT Help Desk Technician & VoIP Specialist

EMD
03.2024 - 05.2025
  • Provided Tier 1 and Tier 2 support for SMB clients, resolving a wide range of technical issues across workstations, servers, and networks.
  • Managed Windows Server environments: Active Directory, Group Policy, file permissions, and server health checks.
  • Administered Microsoft 365 tenants, handling user management, licensing, and email security configurations.
  • Supported VoIP systems (bvoip, 3CX), managing SIP trunks, call flows, and end-user troubleshooting.
  • Diagnosed and resolved network issues involving SonicWall and Unifi hardware, including VPN and firewall troubleshooting.
  • Handled user onboarding/offboarding across 365, VoIP, EMRs, and shared drives.
  • Delivered excellent customer service through clear communication, thorough follow-ups, and user training to prevent recurring issues.
  • Key Achievements:
  • Regularly led the team in ticket closures and client satisfaction ratings.
  • Streamlined VoIP configurations, reducing the volume of recurring support requests.

Advanced Repair Agent / Consultation Agent

Geek Squad – Best Buy
10.2019 - 04.2024
  • Diagnosed and repaired IT hardware/software issues for consumers and small businesses.
  • Provided remote and in-person support for OS troubleshooting, virus removal, and data recovery.
  • Set up and troubleshoot home and small-office networks, resolving connectivity issues efficiently.
  • Delivered excellent customer service, earning positive feedback for clear, patient communication and effective problem-solving.
  • Key Achievements:
  • Led the district in service ticket closures, consistently exceeding performance benchmarks and helping improve overall team efficiency.
  • Consistently ranked among the top team members for service ticket completion and customer satisfaction.

Skills

  • Systems & Platforms: Windows Server, Active Directory, Group Policy, Microsoft 365 (Exchange, SharePoint, Teams), OneDrive, EMR systems
  • Networking: SonicWall firewalls, Unifi networking, VPN (SSL, L2TP), DNS, DHCP, LAN/WAN troubleshooting
  • VoIP: bvoip, 3CX, SIP trunk setup, call flow design, VoIP troubleshooting
  • General IT: User onboarding/offboarding, hardware/software support, printers & scanners, QuickBooks & Citrix environment support
  • Tools: Microsoft Admin Centers, Remote desktop support (RDP), print management, ticketing/documentation systems
  • Soft Skills: Excellent customer service, clear communication, end-user training

Certification

Currently pursuing CompTIA Network+ certification.

Timeline

IT Help Desk Technician & VoIP Specialist

EMD
03.2024 - 05.2025

Advanced Repair Agent / Consultation Agent

Geek Squad – Best Buy
10.2019 - 04.2024

Similar Profiles

CREATE PROFILE
Sam Hatchard