Open to opportunities

Kevin Delrisco

@kevindelrisco

Message

Help Desk Technician skilled in IT support and customer satisfaction.

United States

Message

What I'm looking for

I am looking for a role that offers growth opportunities in IT support, where I can utilize my technical skills and contribute to team success.

I am a dedicated Help Desk Technician with a strong background in IT support and customer service. Currently, I resolve over 700 Tier 1–2 tickets annually at CITI Program, achieving a satisfaction score of 3.85/4. My expertise includes troubleshooting Windows OS, Microsoft 365, and network connectivity issues, ensuring end-users receive timely and effective solutions.

In addition to my technical skills, I have experience conducting User Acceptance Testing (UAT) for new implementations, collaborating with cross-functional teams to optimize processes for over 5,000 organizations. My ability to manage user accounts via Azure Active Directory and author technical documentation has further enhanced operational efficiency. I am passionate about leveraging technology to improve user experiences and streamline IT operations.

Experience

Work history, roles, and key accomplishments

Current

Help Desk Technician

Current

CITI Program

Apr 2023 - Present (2 years 1 month)

Resolved over 700 Tier 1–2 tickets annually using ServiceNow and Salesforce, supporting end-users on Windows OS, Microsoft 365, VPN, and network connectivity. Conducted UAT for live chat solutions and collaborated with cross-functional teams to optimize subscription management for over 5,000 organizations.

ServiceNow Salesforce Windows OS Azure Active Directory User Acceptance Testing VPN MFA

Assistant Property Manager

SPV Realty LLC

Jan 2023 - Apr 2023 (3 months)

Managed tenant records and property management tasks for a portfolio of over 500 units using Excel macros and custom templates, ensuring efficient operations and record-keeping.

Excel Property Management Tenant Records Macros Customization Templates

Lead Technician

GoodssmartS LLC

Oct 2020 - Oct 2021 (1 year)

Performed hardware diagnostics and repairs on Apple products and PCs, including data recovery and OS imaging. Managed inventory of hardware components and enhanced the store's digital marketing strategy.

apple data recovery Digital Marketing