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Zachary Smith

@zacharysmith

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Detail-oriented IT Support Specialist with a passion for customer service.

United States

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What I'm looking for

I am looking for a role that offers opportunities for growth in cybersecurity and systems security, within a collaborative and supportive company culture.

I am a detail-oriented IT Support Specialist with over 3 years of experience providing Tier 1 and Tier 2 technical support across diverse environments, including Windows, Mac, and network systems. My proven ability to resolve complex technical issues quickly has allowed me to maintain a 98% customer satisfaction rating. I am skilled in remote troubleshooting, ticket escalation management, and Active Directory administration, and I have a strong background in supporting Jamf-managed devices and Office 365 administration.

In my recent role as an IT Support Generalist at The Church of Jesus Christ of Latter-Day Saints, I resolved over 2,000 support tickets in under six months, consistently exceeding SLA targets by 15%. I take pride in my empathetic communication style and proactive solutions, which have contributed to my high customer satisfaction scores. I am currently pursuing cybersecurity certifications to expand my skill set into systems security and vulnerability management, further enhancing my ability to deliver exceptional service and support business operations effectively.

Experience

Work history, roles, and key accomplishments

IT Support Generalist

The Church of Jesus Christ of Latter-Day Saints

Mar 2023 - Jan 2024 (10 months)

Resolved over 2,000 support tickets in under six months, consistently exceeding SLA targets by 15%. Provided Tier 1 & Tier 2 technical support for Jamf-managed Mac and Azure AD Windows devices, diagnosing network issues and developing knowledge base articles. Maintained a 98% customer satisfaction score through empathetic communication and proactive solutions.

ServiceNow Jira Jamf Azure AD Customer Service Technical Support

IT Support Specialist II

Weber State University

Dec 2022 - Mar 2023 (3 months)

Delivered on-demand classroom technical support for over 50 classrooms, resolving issues within an average of 10 minutes. Specialized in Extron AV systems and audio-visual equipment setup for events and lectures. Collaborated with faculty and staff to troubleshoot Mac and Windows devices across campus, creating user guides to reduce recurring support requests.

Classroom Support EXTRON Mac Windows OS Troubleshooting Technical Support

IT Support Technician II

Southern Utah University

Jun 2021 - Dec 2022 (1 year 6 months)

Provided comprehensive technical support for hardware, software, and network issues across campus, managing over 300 classrooms. Managed device enrollment and security policies for Jamf and Azure AD environments, re-imaging and configuring over 500 computers per semester. Developed internal training documentation for new hires and managed networking, including DHCP tables, personally resolving ove

Hardware Support Software Network Management Jamf Azure AD Security Policies Technical Support

Education

Degrees, certifications, and relevant coursework

Southern Utah University

Bachelor of Music, Vocal Performance

Grade: 3.5

Pursued a Bachelor of Music in Vocal Performance, developing strong analytical and problem-solving skills. Maintained a GPA of 3.5, demonstrating academic excellence and dedication.

Southern Utah University

Associate of Science, Science

Grade: 3.5

Completed an Associate of Science degree, building a foundational understanding of various scientific principles. Achieved a GPA of 3.5, reflecting a commitment to academic achievement.

Google

Professional Certificate, Cybersecurity

Completed the Google Cybersecurity Professional Certificate, gaining expertise in cybersecurity fundamentals and practices. Focused on areas such as network security, system security, and vulnerability management.