Tyler Teer
Carrollton,TX
Summary
Proven IT Help Desk Manager with a track record of leading high-performing support teams, improving service delivery, and driving technical efficiency across enterprise environments. Expert in IT operations, team leadership, and service management, with a strong focus on metrics, ticketing systems, and end-user satisfaction.
Overview
7
7
years of professional experience
Work History
Surface Team Help Desk Manager
Microsoft
Carrollton, TX
12.2023 - Current
- Led a team of 8–12 technicians supporting 1,000+ end users across multiple locations, achieving a 30% increase in first-call resolution rate within the first year.
- Oversaw the transition to a centralized ticketing system (ServiceNow), resulting in a 40% reduction in response time and more consistent SLA compliance.
- Designed and implemented new incident and escalation workflows, cutting average ticket resolution time from 3 days to under 24 hours.
- Developed team performance dashboards and KPIs that helped identify support gaps and guided monthly training — leading to a 20% boost in customer satisfaction (CSAT) scores.
Help Desk Analyst II
Eyemart Express LLC
Carrollton, TX
03.2022 - 11.2023
- Provided IT support to over 100 retail stores nationwide using phone, chat, and remote tools.
- Managed service tickets in ServiceNow and improved resolution time by 25% through workflow improvements.
- Led end-to-end IT setup for new store launches, including PC configuration, hardware installs, and system testing.
- Delivered in-person executive support, including office moves, network setup, and printer troubleshooting.
Help Desk Technician I
Revolution Retail Systems
Carrollton, TX
05.2021 - 03.2022
- Supported retail clients with technical issues related to POS systems, hardware, and software.
- Documented issues and resolutions thoroughly in ticketing systems.
- Escalated unresolved technical concerns to senior teams for timely resolution.
Help Desk Technician
Computer Junction
Richardson, TX
11.2018 - 03.2020
- Resolved customer support tickets related to network connectivity, access permissions, and operating system updates.
- Maintained strong customer service while troubleshooting and resolving end-user issues.
- Maintained an inventory of parts for emergency repairs which improved productivity by 30% for service technicians.
Education
Bachelor of Science - Software Engineering
The University of Texas at Dallas
Richardson, TX05.2028
Skills
- Windows, OS, and Linux
- Office 365
- Active Directory
- VPN
- SCCM
- Remote Desktop
- ServiceNow
- Microsoft Surface Devices
- Desktops, Laptops, Printers
- Network devices
- POS systems
- LAN/WAN troubleshooting
- Device connectivity
- Network setup
- User permissions
- Phone, Email, Chat
- Remote access tools
- On-site white-glove support
- Technical documentation
- Customer service
- Team collaboration
- New site rollouts
Certifications
- ITIL - 2025
Timeline
Surface Team Help Desk Manager
Microsoft
12.2023 - Current
Help Desk Analyst II
Eyemart Express LLC
03.2022 - 11.2023
Help Desk Technician I
Revolution Retail Systems
05.2021 - 03.2022
Help Desk Technician
Computer Junction
11.2018 - 03.2020
Bachelor of Science - Software Engineering
The University of Texas at Dallas