Byron Hoke

I am an IT Support Specialist with over 10 years of experience in helpdesk, technical troubleshooting, and end-user support. My proven ability to resolve hardware and software issues, manage ticketing systems, and improve customer satisfaction has been a cornerstone of my career. I am CompTIA A+ and Security+ certified, which underscores my commitment to maintaining high standards in IT support.

In my current role as a Computer Operations Technician II at Navient, I provide Tier 2 technical support, resolving over 30 tickets weekly through ServiceNow. I have also automated common tasks, which has led to a 25% reduction in resolution time. Previously, as an IT Support Technician at Natural Solutions, I managed Active Directory user accounts for over 200 employees and successfully reduced recurring ticket volume by 40% through effective documentation practices.