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jose poll

@josepoll

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Technical support representative at TradeStation who supported fintech clients with platform access and account issues.

United States

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What I'm looking for

I’m pursuing IT support, help desk, desktop support, junior systems administration, and entry-level cybersecurity opportunities.

At TradeStation, I provided Tier 1 and Tier 2 support to fintech clients, troubleshooting platform access, account configuration, authentication, and software performance. I managed Jira tickets, documented issues against SLA requirements, and escalated complex defects to QA and Engineering.

At TEKsystems, I supported employees with hardware, software, network connectivity, and Microsoft 365 issues, resolving tickets in ServiceNow and provisioning Active Directory accounts. I’m pursuing IT support, help desk, desktop support, junior systems administration, and entry-level cybersecurity opportunities, backed by a degree in Information Technology Cybersecurity & Ethical Hacking and CompTIA A+, Network+, and Security+ certifications.

Experience

Work history, roles, and key accomplishments

Technical Support Representative

TradeStation

Aug 2023 - Feb 2025 (1 year 6 months)

Delivered Tier 1 and Tier 2 technical support by phone and remote desktop for platform access, account configuration, and software performance issues. Managed tickets in Jira, escalated defects to QA and Engineering, and educated clients on platform functionality.

Tier 1 Support Tier 2 Support Remote Desktop Jira SLA Compliance Client Communication

Help Desk Agent

TEKsystems

Dec 2022 - Jul 2023 (7 months)

Provided Tier 1 phone and remote desktop support to internal employees for hardware, software, network connectivity, and Microsoft 365 issues. Resolved 30+ tickets daily using ServiceNow, performed Active Directory provisioning, and supported onboarding/offboarding.

Tier 1 Support Remote Desktop Microsoft 365 ServiceNow Active Directory VPN Microsoft Teams Avaya

Orderly

Surgery Center of Weston

Aug 2019 - Dec 2022 (3 years 4 months)

Supported patient care operations in a high-volume ambulatory surgery center while following health, safety, and regulatory standards. Performed terminal cleaning, managed surgical inventory, and trained new staff on compliance and confidentiality.

Patient Care Infection Control Inventory Management Corporate Trainer HIPAA compliance

DEO Agent

Florida Department of Economic Opportunity

Jun 2020 - Oct 2020 (4 months)

Provided Tier 1 support to Florida residents using the CONNECT portal, troubleshooting login failures, identity verification errors, and application-processing issues. Resolved 60+ support tickets per shift using ServiceNow and escalated complex cases.

Tier 1 Support ServiceNow Troubleshooting Escalation Management