Tony Cunningham
Lacey,WA
Summary
Positive, upbeat, and resourceful, bringing deep understanding of IT support systems and excellent problem-solving skills. Proficient in managing support tickets and troubleshooting technical issues, with strong communication and leadership abilities. Committed to improving service desk operations and driving customer satisfaction.
Overview
6
6
years of professional experience
Work History
IT Service Desk Manager
Children's Therapy Center
09.2022 - Current
- Oversee the organization's help desk ticketing system, ensuring accurate documentation, tracking, and resolution of over 2000 end-user support requests
- Develop and maintain system documentation, processes, and tools; communicate effectively with stakeholders
- Address complex, non-standard requests and problems by researching and testing new technologies
- Serve as a technical resource for internal departments and organization-wide committees
- Deliver end-user education through comprehensive how-to documents, training videos, and in-person sessions
Technical Support Administrator
Twinstar Credit Union
04.2020 - 09.2022
- Provided second-level technical support for over 400 end users, managing and resolving issues through the ServiceNow ticketing system
- Supported end users via phone, email, Microsoft Teams, and trouble tickets
- Administered Active Directory tasks, including user management and password resets
- Diagnosed and resolved PC/hardware/Windows issues remotely; provided 24/7 phone support for first-line requests
Help Desk Technician
SEFNCO Communications
02.2019 - 04.2020
- Managed and tracked over 1500 incoming and outgoing company assets, including 1300+ cell phone accounts
- Assisted with the migration of over 400 workstations, performing in-place upgrades and post-migration support
- Monitored and ensured timely completion of help desk tickets; documented and received fixed assets according to policy
- Supported onboarding processes by ensuring new hires received necessary hardware and had Active Directory accounts created
Education
AAS - Computer Network Information & System Security
Clover Park Technical College
Lakewood, WA06.2019
Skills
- Strong Technical and Interpersonal Communication
- Technical Troubleshooting & Support
- Ticketing Systems (ServiceNow, Freshservice)
- Active Directory Administration
- Remote Desktop & Hardware Support
- End-User Training & Documentation
- Adaptability & Time Management
- Critical Thinking
- Proficiency with Windows Operating Systems
- Ability to Handle Multiple Clients and Systems
Timeline
IT Service Desk Manager
Children's Therapy Center
09.2022 - Current
Technical Support Administrator
Twinstar Credit Union
04.2020 - 09.2022
Help Desk Technician
SEFNCO Communications
02.2019 - 04.2020
AAS - Computer Network Information & System Security
Clover Park Technical College
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