(555) 013-9482

Chicago, IL

Liam Carter

IT Support Specialist

Customer-centric and detail-oriented IT Support Specialist with 4+ years of hands-on experience delivering Tier 1 and Tier 2 technical support across hybrid enterprise environments. Skilled in hardware/software provisioning, Active Directory administration, identity management (Okta/Entra ID), networking troubleshooting, and ITSM ticketing systems (ServiceNow, Jira Service Management). Proven track record of resolving 95%+ of incidents within established SLAs, reducing First Contact Resolution (FCR) response times by 35%, and managing asset lifecycles for 1,200+ local and remote end-users.

Projects

Automated Windows Imaging & Autopilot Migration

Jan 2021 - Dec 2021

Support Specialist

Assisted senior systems engineers in migrating legacy manual OS imaging procedures to Windows Autopilot and Intune zero-touch deployment. Standardized base software packages and security configurations, reducing onboarding deployment turnaround for remote workers by 60%.

Enterprise MFA Hardening Rollout

Jan 2022 - Dec 2022

Support Specialist

Coordinated support desk operations during an organization-wide migration from SMS-based 2FA to hardware security keys and mobile authenticator push notifications. Handled user enrollment verifications and troubleshooting, achieving 100% adoption within 30 days without critical business disruptions.

Work experience

IT Support Specialist (Tier 2)

Aug 2022 - Present

Apex Financial Group

• Chicago, IL

Deliver Tier 2 hardware, software, and network troubleshooting for 1,400+ on-site and remote employees across 3 regional branches using ServiceNow. Administer Microsoft Entra ID and Active Directory, orchestrating automated user onboarding/offboarding, role-based access control (RBAC), and security group permissions. Deploy, configure, and maintain 400+ Windows and Mac workstations utilizing Microsoft Intune and Jamf Pro, cutting system provisioning time from 4 hours to 45 minutes per device. Maintain a consistent 96.8% First-Call Resolution (FCR) rate and an average Customer Satisfaction (CSAT) score of 98.4% across 80+ weekly support tickets.

Help Desk Technician (Tier 1)

Jan 2020 - Jul 2022

Midwest Health Solutions

• Schaumburg, IL

Served as the initial point of contact for technical support, resolving an average of 45+ daily inbound phone calls, emails, and Jira tickets. Triaged, escalated, and resolved issues related to Windows OS faults, Microsoft 365 applications, network shared drive access, and VoIP phone setups. Configured, imaged, and distributed new laptops, monitors, and peripherals for new hires during a transition to remote-first operations. Managed hardware inventory and asset lifecycles across 800+ devices, logging serial numbers, warranty terms, and software licensing audits.

Skills

Windows 10/11Windows ServermacOSActive DirectoryMicrosoft Entra IDOktaMicrosoft IntuneJamf ProServiceNowJira Service ManagementTCP/IP, DNS, DHCP

Education

Associate of Applied Science in Information Technology

Jan 2017 - Dec 2019

Oakton College • Des Plaines, IL

Certifications

CompTIA A+ (Core 1 & Core 2)

Jan, 2021

CompTIA

CompTIA Network+

Jan, 2022

CompTIA

Microsoft 365 Certified: Modern Desktop Administrator Associate

Jan, 2023

Microsoft

ITIL 4 Foundation in IT Service Management

Jan, 2020

AXELOS