Ryan Scott
- Phone: +1 416 555 0123
- Email: ryan.scott@email.com
- Location: Toronto, Canada
- LinkedIn: ryan-scott-support
Summary
Delivering efficient technical support for over 5 years, proficient in diagnosing and resolving hardware, software, and network issues for diverse user bases. Consistently maintained high user satisfaction scores (averaging 92%) through clear communication and timely problem resolution, reducing ticket escalation rates by 15% in previous roles.
Experienced in managing IT service desk operations, including ticket tracking, system maintenance, and user training. Adept at implementing support best practices and optimizing IT workflows to enhance operational efficiency and user productivity.
Experience
IT Support Specialist, Maple Leaf Tech Solutions -- Toronto, Canada
Mar 2021 – present
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Provided first and second-tier technical support to over 500 internal employees, resolving an average of 30-40 tickets daily related to Windows, macOS, Microsoft 365, and proprietary software.
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Configured and troubleshot network connectivity for workstations and mobile devices, ensuring 99.8% uptime for critical business operations.
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Developed and maintained comprehensive knowledge base articles, reducing resolution time for common issues by 20% and empowering users with self-service options.
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Assisted in the onboarding of new employees by setting up hardware, software, and user accounts, ensuring a seamless integration into the IT environment.
Helpdesk Technician, Northern Lights IT Services -- Mississauga, Canada
June 2018 – Feb 2021
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Responded to and resolved technical support requests from clients via phone, email, and remote access tools, achieving a first-call resolution rate of 75%.
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Performed routine system maintenance, software installations, and hardware upgrades for client workstations and peripherals.
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Collaborated with senior IT staff to escalate complex issues and implement long-term solutions, contributing to a 10% reduction in recurring problems.
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Trained end-users on new software applications and security best practices, enhancing overall system security awareness.
Education
George Brown College, Advanced Diploma in Computer Systems Technology -- Toronto, Canada
Sept 2016 – Apr 2018
Skills
Technical Support: Helpdesk Operations, Troubleshooting (Hardware/Software), Remote Support Tools (TeamViewer, RDP), Ticketing Systems (Jira Service Desk, ServiceNow), Network Diagnostics, System Administration (Windows Server)
Operating Systems: Windows 11/10/8, macOS, Linux (basic), iOS, Android
Software & Applications: Microsoft 365 Suite (Outlook, Word, Excel, PowerPoint, Teams), Active Directory, SharePoint, VPN Clients, Antivirus Software, CRM Systems
Networking: TCP/IP, DNS, DHCP, VPN, Wi-Fi, Basic Routing/Switching
Hardware: PC/Laptop Assembly & Repair, Printer Configuration, Peripheral Installation, Mobile Device Management
Soft Skills: Customer Service, Communication, Problem-Solving, Patience, Time Management, Documentation, Team Collaboration
