Open to opportunities

Aleksander Ferguson

@aleksanderferguson

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Results-driven Help Desk Technician with extensive IT support experience.

United States

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What I'm looking for

I am looking for a role that values collaboration, offers growth opportunities, and allows me to enhance user experiences through innovative IT solutions.

I am a results-driven Help Desk Technician with extensive experience in troubleshooting and IT support. My proven track record of reducing resolution times and enhancing user satisfaction through effective problem-solving and process improvements showcases my commitment to delivering high-quality service. I thrive in collaborative environments, working with cross-functional teams to optimize IT operations and continuously improve user experiences.

In my current role at The Learning Internet Inc., I respond to tickets promptly, maintaining an average resolution time under 24 hours. My previous experience at Willamette University allowed me to supervise a team of junior associates, ensuring adherence to service standards while developing training plans to upskill support staff. I am passionate about leveraging my technical skills and soft skills to create seamless onboarding experiences and enhance user satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Help Desk Technician

Current

The Learning Internet Inc.

Apr 2024 - Present (1 year 2 months)

As a Help Desk Technician, I respond to support tickets promptly, manage user onboarding, and troubleshoot various technical issues. My focus is on maintaining high user satisfaction and efficient IT operations.

IT Support Troubleshooting Active Directory Jira User Support Process Improvement Communication Problem Solving

Help Desk Technician II

Willamette University

Jan 2024 - Apr 2024 (3 months)

In this role, I supervised a team of junior associates, resolved a high volume of support tickets, and developed training plans to enhance the skills of tier 1 support staff.

Training Development User Support Communication Process Improvement Problem Solving Technical Troubleshooting

User Services Consultant

Willamette University

Apr 2023 - Jan 2024 (9 months)

Provided comprehensive end-user support, deployed hardware, and resolved software issues, significantly improving user satisfaction and operational efficiency.

User Support Problem Solving Technical Troubleshooting Communication

Web Designer (Contract)

Los Altos United Methodist Church

Dec 2022 - Apr 2023 (4 months)

Designed user-centered web experiences and collaborated with stakeholders to enhance website usability and accessibility for over 200 users.

Web Design Accessibility Collaboration Information Architecture User Experience

Office Support Specialist

University of Puget Sound

Oct 2021 - Feb 2022 (4 months)

Created engaging content in Drupal CMS and designed marketing materials, enhancing departmental branding and user engagement through effective visual communication.