Kate Allen

Dedicated and results-oriented IT Support Specialist with a Master's degree in Information Technology and over two years of hands-on experience delivering high-quality technical support in fast-paced environments. Proven expertise in troubleshooting complex hardware and software issues, managing user identities via Active Directory, and administering Microsoft 365 environments. Skilled in network diagnostics, customer service, and incident management, with a strong commitment to minimizing downtime and enhancing user productivity.

Holds

CompTIA A+, Azure Fundamentals, and ITIL Foundation certifications. Eager to leverage technical acumen and problem-solving skills in a challenging IT support or systems administration role.

IT Support Specialist at West Texas Technology Solutions (2023-01 – Present)

• Deliver Tier 1 and Tier 2 technical support to over 200 internal and external end-users, resolving an average of 45 tickets per week and maintaining a 98% customer satisfaction rating.
• Administer and maintain Windows 10/11 environments, including system imaging, patch management, and driver updates, reducing post-update incidents by 20%.
• Manage user accounts, security groups, and access permissions in Active Directory, ensuring compliance with company security policies and streamlining onboarding/offboarding processes.
• Provide comprehensive support for Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive), troubleshooting email delivery issues, collaboration tool errors, and file synchronization problems.
• Perform network diagnostics and troubleshooting for TCP/IP, DNS, DHCP, and VPN connectivity, resolving 90% of network-related issues within the first hour.
• Utilize ticketing systems (e.g., ServiceNow, Zendesk) to log, track, and document all support requests, generating weekly reports to identify recurring issues and recommend preventive solutions.
• Collaborate with senior engineers on infrastructure projects, including hardware upgrades and network configuration changes, ensuring minimal disruption to business operations.
• Develop and maintain a knowledge base of technical solutions and user guides, reducing average resolution time by 15% through self-service resources.

Master of Science in Information Technology – Texas Tech University (2021-08 – 2023-05)

Bachelor of Science in Computer Science – Abilene Christian University (2016-10 – 2021-05)