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Andrew Wilson

IT Support Specialist

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Intro
Antelope, CA, United States
Studied INFORMATION TECHNOLOGY at Brandman University
Information Technology & Services
naklwilson.net
Joined January 19, 2025

Skills

Languages

English
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Native or Bilingual
About
Dynamic and results-driven IT Specialist with over 5 years of experience delivering robust technical support to internal and external clients. Proficient in managing diverse IT environments, including Windows (7–11), macOS, and Linux (Ubuntu, Debian), and designing and maintaining networks (TCP/IP, DNS, DHCP). Skilled in deploying secure remote access solutions (VPN, RDP, SSH), administering cloud platforms (AWS, Azure), and leveraging enterprise tools (Office 365, Citrix Workspace, ServiceNow). Adept at automation using PowerShell scripting, resolving hardware/software issues, and supporting video conferencing tools like Zoom, Microsoft Teams, and Cisco WebEx.
Experience
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Lennar Mortgage
May 2021 – Jun 2024
Clearwater, FL
Desktop Support Specialist
• Automated 80% of repetitive IT tasks by developing and deploying PowerShell scripts, reducing issue resolution times by 25%. • Delivered seamless support for remote desktop environments via Citrix Workspace for 200+ users, achieving a 97% satisfaction rate in post-support surveys and reducing downtime by 15%. • Streamlined IT workflows by resolving 58+ ServiceNow tickets daily, maintaining 97% SLA compliance, and enhancing end-user satisfaction.
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Engage3
Jan 2019 – Mar 2021
Davis, CA
Desktop Support Specialist 2
• Managed and provisioned Office365 accounts for 200+ users, ensuring secure and uninterrupted access to collaboration tools. • Serviced hardware for in-house and field employees, including desktops, laptops, docks, phones, printers, and mobile devices, minimizing equipment downtime. • Spearheaded instance builds alongside the Cloud Infrastructure Manager, reducing setup time by 30% through streamlined resource allocation practices. • Created and maintained comprehensive documentation, including user manuals and training materials, reducing new hire onboarding time by 80%. • Delivered multi-tier support via Citrix, RDP, GotoAssist, and TeamViewer, achieving a 95% first-call resolution rate. • Provided exceptional customer service and technical support, handling 150+ ITSM tickets monthly and consistently meeting SLA targets.
Education
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Brandman University
Jun 2019 – Jun 2021
BACHLORS, INFORMATION TECHNOLOGY