Tyler Hill
Louisville,KY
Summary
Information Technology professional with experience in Tier One and Tier Two Technical Support and Help Desk roles. Works well independently or in a group setting, providing all facets of computer support, including troubleshooting, installations, and maintenance. Skilled in customer and end-user help desk support, with a strong ability to identify and resolve technical issues. Excellent communication and presentation capabilities. Great at adapting to teach employees new software and products.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Desk Specialist II
Kentucky Trailer
05.2022 - 04.2025
- - Managed and routed incoming IT support tickets to the appropriate teams, ensuring efficient issue resolution
- - Provided troubleshooting for a range of technical issues, from basic to intermediate, related to user computers, software, and network connectivity
- - Administered Active Directory, handling user accounts, system access, distribution groups, and security groups
- - Worked in a hybrid environment with Active Directory and Office 365, managing user accounts and email configurations
- - Configured and troubleshot network-connected printers to ensure seamless functionality
- - Supported and managed multi-factor authentication (MFA) environments, particularly with Duo Security
- - Led projects related to company-issued mobile devices, including troubleshooting and managing employee cell phones
- - Successfully resolved over 1,000 IT support tickets in 2023, improving response times and ensuring high user satisfaction
MLS Instructor
Greater Louisville Association of Realtors
09.2016 - 05.2022
- - Educated realtors on navigating Flexmls for online listings and Transaction Desk for managing electronic documents
- - Conducted one-on-one training and group sessions to enhance technical proficiency in the MLS and electronic signings.
- - Assisted realtors in troubleshooting system issues and optimizing workflows.
- Managed employees workstations and implementing new applications.
- Helped multiple Realtors daily and improved their confident when listing homes online.
Technical Technician
ASUS
01.2015 - 08.2016
- - Provided hardware and software support for ASUS products, ensuring customer satisfaction
- - Diagnosed and repaired issues with laptops, desktops, and peripherals
- Recommend better equipment to fit more of the customers needs.
- Handled incoming tickets and escalation. Documenting all information to show result and help with future tickets.
- Completed between 15 to 20 tickets a day.
Digital Advisor
Target
10.2012 - 03.2015
- - Assisted customers with troubleshooting and setting up personal electronic devices
- - Provided recommendations on technology products based on customer needs
Education
Bachelor of Science - Information Technology
Sullivan University
Louisville, KY09.2015
Associate of Science - Information Technology
Sullivan University
Louisville, KY04.2013
Skills
- - Hardware: PCs, Routers, Hubs, Video Cards, Sound Cards, CD-ROM Drives, Printing Systems
- - Operating Systems: Windows 7 / 8 / 10 / 11
- - Network Systems: Basic Knowledge of TCP/IP, Routers, Switches, VPN
- - Software: Microsoft Office Suite (2016, 2018) / Office 365 Cloud
- - IT Tools & Management: Active Directory, NinjaRMM (Remote Monitoring & Management), ManageEngine ServiceDesk (Managing SLAs, ensuring timely ticket resolution), Ticketing Systems
- - Security & Authentication: Multi-Factor Authentication (MFA) – Duo Security
– Okta Verify
- - Device Management: Troubleshooting and managing company-issued mobile devices and company issued computers
Certification
- - Code Louisville – Front End Web Programming (Basic knowledge of HTML, CSS, JavaScript)
- - Currently pursuing CompTIA A+ Certification
Timeline
Service Desk Specialist II
Kentucky Trailer
05.2022 - 04.2025
MLS Instructor
Greater Louisville Association of Realtors
09.2016 - 05.2022
Technical Technician
ASUS
01.2015 - 08.2016
Digital Advisor
Target
10.2012 - 03.2015
Associate of Science - Information Technology
Sullivan University
Bachelor of Science - Information Technology
Sullivan University
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