Zachary Gayden
Chicago,USA
Summary
Dynamic technology specialist with a focus on resolving diverse technical issues swiftly, enhancing user experiences for remote and in-office workstations. Proficient in managing Active Directory user accounts, deploying devices, and troubleshooting network systems, consistently improving support quality and operational stability.
Overview
9
9
years of professional experience
Work History
IT Technician
Nexus Family Healing
Manteno, Illinois
06.2025 - Current
- Delivered Tier 1 and Tier 2 technical support remotely and onsite, resolving hardware, software, and network issues
- Managed user accounts, permissions, and group access in Active Directory, including onboarding and offboarding
- Imaged and deployed workstations using Autopilot and MDT to maintain standardized environments
- Troubleshot network connectivity issues (LAN/WAN/Wi-Fi) and supported network hardware including switches and access points
- Administered endpoint security using Sophos, responding to alerts and managing device/site access
- Maintained ticket queue using Zoho Desk, documenting issues and resolutions for efficient tracking
- Coordinated with vendors for hardware, services, and issue resolution
- Delivered onboarding IT training sessions and presentations to new hires, improving user adoption and system understanding
- Created documentation and supported IT operations including asset management and end-user training
Jr Technology Specialist ( Desktop Support )
Sevan Multi-Site Solutions
Downers Grove, IL
06.2023 - 06.2024
- Configured hardware and software to establish efficient workstations for remote and in-office employees
- Installed and repaired software and hardware to resolve technical issues across diverse setups effectively
- Responded to support tickets from end-users and provided clear, patient guidance for basic troubleshooting tasks via remote tools and in-person interactions
- Collaborated with supervisors to escalate and resolve complex technical challenges, enhancing overall support quality
- Documented updates on support tickets to maintain clear communication of progress and resolution status with users and management
Audio Engineer
Freelance
Chicago, IL
04.2018 - 06.2023
- Maintained and repaired sound equipment to ensure optimal performance and reliability
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications
- Collaborated with clients to determine project scopes and set milestones
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications
- Utilized software applications on Mac and Windows devices to enhance productivity.
- Processed payments, prepared invoices, and documented account updates to streamline financial operations
Customer Service - Sales Associate
Journeys
Orland Park, IL
01.2017 - 08.2017
- Utilized in-store system to efficiently locate inventory and fulfill special orders for customers
- Greeted customers, assisted in locating merchandise, and recommended suitable options based on needs
- Used in-store system to locate inventory and place special orders for customers
- Collaborated with team members to meet sales targets and enhance customer experience in fast-paced retail environment
Skills
- Tier 1 and Tier 2 technical support
- Active Directory management
- Microsoft 365 and Office 365
- Windows 10 and 11 troubleshooting
- Device imaging and deployment
- Hardware and software troubleshooting
- Network troubleshooting
- Endpoint security solutions
- Ticketing systems management
- User onboarding and offboarding
- Knowledge base documentation
Timeline
IT Technician
Nexus Family Healing
06.2025 - Current
Jr Technology Specialist ( Desktop Support )
Sevan Multi-Site Solutions
06.2023 - 06.2024
Audio Engineer
Freelance
04.2018 - 06.2023
Customer Service - Sales Associate
Journeys
01.2017 - 08.2017