Zach White
Jacksonville,FL
Summary
IT Support Professional specializing in Tier 2 hardware and software troubleshooting. Track record of optimizing SLA response times and leading asset management initiatives to maximize infrastructure uptime in high-volume operations. Actively pursuing a Bachelor’s in Cyber Security to strengthen technical expertise and information assurance capabilities.
Overview
1
1
Certification
16
16
years of professional experience
Work History
IT Support Associate II
AMAZON INC.
Jacksonville, FL
04.2026 - Current
- Provided high-tier on-site and remote technical support in high-volume operations facilities, enhancing infrastructure and logistics uptime.
- Diagnose and resolve complex Tier 2 hardware, software, and network issues for mission-critical equipment, including PCs, thin clients, scanners, and thermal printers.
- Managed end-user support requests under strict Service Level Agreements (SLAs) with enterprise ticketing platforms like ServiceNow, ensuring timely resolution.
- Documented comprehensive standard operating procedures (SOPs) to streamline global service delivery and facilitate team knowledge sharing.
IT Support
AMAZON INC.
Jacksonville, FL
09.2023 - 04.2026
- Spearheaded onboarding and training of incoming IT team members, enhancing team capability through targeted technical mentorship.
- Collaborated with senior network and systems engineers on regional technology deployments and infrastructure upgrades, contributing to seamless project execution.
- Led IT asset management operations, auditing hardware inventory, tracking infrastructure metrics, and coordinating warranty repairs to ensure optimal resource utilization.
ISS & Inbound Problem Solver
Amazon Inc.
07.2021 - 09.2023
- Collaborated with Corporate Retail Teams to analyze and resolve fulfillment center problem tickets, enhancing vendor management and addressing catalog defects.
- Cross-trained in specialized facility functions including Problem Solve and WASP, supporting team building while adhering to strict quality metrics.
Day Trader & Delivery Driver
Self-Employed
04.2018 - 07.2021
Physical Therapy Tech / Chiropractic Assistant
Back and Neck Institute
06.2017 - 04.2018
Sales Representative & Route Operator
Wise Chips
08.2015 - 05.2016
Draft Systems Technician
Champion Brands Inc.
11.2014 - 08.2015
Car Rental Agent
Enterprise Holdings Corporation
10.2013 - 11.2014
Strength & Training Coach
Elite Sports Performance
05.2010 - 08.2011
Education
Bachelor of Science - Information Assurance and Cyber Security
Western Governors University
Jacksonville, FL01-2027
Associate of Science - Information Security
Florida State College at Jacksonville
Jacksonville, FL01-2023
Bachelor of Arts - General Studies
Central College
Pella, IA01-2013
Skills
- Technical support
- Tier 1/2 support
- Remote Desktop Support
- Ticketing Systems
- Network troubleshooting
- Network Diagnostic Tools
- IT asset management
- Problem resolution
- Operating procedures
- Cross-Functional Collaboration
- End-user training
- Cross-Functional Collaboration
Technical Skills
Tier 1/Tier 2 Troubleshooting, Enterprise Hardware (PCs, Thin Clients, Thermal Printers), Ticketing Systems (ServiceNow), SLA Management, Active Directory, Remote Desktop Support, Network Diagnostic Tools, Information Assurance Principles, Infrastructure Security, Vulnerability Awareness, Asset Management, Inventory Auditing, Technical Documentation, Standard Operating Procedures (SOPs), Cross-Functional Collaboration
Certification
- CompTIA A+
- ITIL4
- CompTIA Network+ (In Progress)
Timeline
IT Support Associate II
AMAZON INC.
04.2026 - Current
IT Support
AMAZON INC.
09.2023 - 04.2026
ISS & Inbound Problem Solver
Amazon Inc.
07.2021 - 09.2023
Day Trader & Delivery Driver
Self-Employed
04.2018 - 07.2021
Physical Therapy Tech / Chiropractic Assistant
Back and Neck Institute
06.2017 - 04.2018
Sales Representative & Route Operator
Wise Chips
08.2015 - 05.2016
Draft Systems Technician
Champion Brands Inc.
11.2014 - 08.2015
Car Rental Agent
Enterprise Holdings Corporation
10.2013 - 11.2014
Strength & Training Coach
Elite Sports Performance
05.2010 - 08.2011
Bachelor of Science - Information Assurance and Cyber Security
Western Governors University
Associate of Science - Information Security
Florida State College at Jacksonville
Bachelor of Arts - General Studies
Central College