SWSean Wilson
@seanwilson
Tier 2 Help Desk Technician specializing in systems administration, escalations, and SLA-driven support.
United StatesWhat I'm looking for
I am a results-driven Tier 2 Help Desk Technician with strong expertise in troubleshooting, systems administration, and customer support. I resolve complex issues, manage Active Directory and Microsoft 365 tasks, and consistently meet high SLA targets.
At my current role I resolved 85% of escalated Tier 1 tickets, handled 100+ monthly Active Directory requests, and authored 30 knowledge base articles that reduced resolution times. I mentor Tier 1 staff and improved their resolution rates by 20% while maintaining 97% SLA compliance during peak volumes.
I hold a B.S. in Information Technology and certifications including CompTIA A+, Network+, Security+, ITIL Foundation, and Microsoft 365 Certified. I bring strong communication, documentation, and customer-service skills to help teams deliver reliable, efficient IT support.
Experience
Work history, roles, and key accomplishments
Tier 2 Help Desk Technician
Peter Millar G/FORE
Aug 2024 - Present (1 year 5 months)
Resolved 85% of escalated Tier 1 tickets without further escalation and managed 20–30 daily Jira tickets with 97% SLA compliance; processed 100+ monthly Active Directory requests and authored 30 knowledge-base articles to reduce resolution time.
Tier 1 Help Desk Technician
Peter Millar G/FORE
May 2023 - Aug 2024 (1 year 3 months)
Provided first-line support to ~500 daily users, achieved 90% first-call resolution, and configured/deployed hardware and imaging for 300+ users via SCCM while documenting escalations for Tier 2.
Education
Degrees, certifications, and relevant coursework
NUNorth Carolina State University
Security Certification, Information Security
2022 - 2023
Grade: 400 Credit Course
Temple University
Bachelor of Science, Information Technology
2001 - 2005
Grade: 3.7
Activities and societies: Temple University Radio
Completed a Bachelor of Science in Information Technology; coursework and training focused on IT systems, networking, and support best practices.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Social media
Job categories
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