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Suleyman Anadol

@suleymananadol

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Technical Support Leader with expertise in help desk operations.

United States

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What I'm looking for

I am seeking a role that values collaboration, offers growth opportunities, and allows me to leverage my technical support expertise.

I am a Technical Support Leader and Technical Writer with over 6 years of experience in help desk operations, incident management, and documentation. My ability to resolve 75–100 tickets weekly while maintaining a 94% customer satisfaction rating showcases my commitment to excellence in customer service. I have authored and updated over 50 knowledge base articles, SOPs, and job aids, significantly reducing onboarding time and improving first-call resolution rates.

Throughout my career, I have demonstrated strong leadership skills by mentoring and training support teams on ticketing best practices and documentation standards. My experience includes collaborating with subject matter experts to ensure the consistency of processes and content, as well as creating workflow diagrams and visual tutorials to guide staff through complex software updates and security procedures. I am passionate about process improvement and strive to enhance the overall efficiency of support operations.

Experience

Work history, roles, and key accomplishments

Script Coverage Intern

Resonate Entertainment

Sep 2024 - Dec 2024 (3 months)

Produced structured coverage reports under tight deadlines, demonstrating strong analytical writing and process adherence. Coordinated feedback sessions with producers and executives to refine report formats and presentation.

Process Adherence Communication

Team Lead, Office of Information Technology

American University

Jul 2019 - May 2022 (2 years 10 months)

Managed daily help desk operations, resolving 75–100 Tier I–III support tickets weekly with a 94% customer satisfaction rating. Authored and updated over 50 knowledge base articles, SOPs, and job aids in ServiceNow, which reduced onboarding time by 25% and improved first-call resolution by 20%. Mentored and trained new analysts on ticketing best practices and documentation standards.

Help Desk Support Incident Management ServiceNow Knowledge Management SOP Development User Training Customer Satisfaction Process Improvement Workflow Design Technical Documentation

Help Desk Analyst

American University

Dec 2015 - Jul 2019 (3 years 7 months)

Delivered technical support to faculty and staff, troubleshooting hardware, software, network, and VPN issues, averaging 80 tickets weekly. Developed step-by-step user guides for common tasks, decreasing repeat inquiries by 30%. Collaborated with network and security teams to escalate and resolve complex issues, documenting solutions in the knowledge base.

Technical Support Troubleshooting Hardware Support Software User Guides Knowledge Base Customer Service Ticketing Systems

Student Technical Support

George Washington University

May 2013 - Jun 2015 (2 years 1 month)

Provided frontline IT support to students, faculty, and staff across campus, resolving software, hardware, and network issues. Deployed and reimaged Apple and Dell workstations using SCCM and RoboCopy, ensuring standardized configurations. Assisted with IT asset management rollouts by tracking inventory and coordinating updates.