Payton McCoy

IT support professional with 3+ years delivering Tier 2 support in enterprise environments, resolving ~30 incidents weekly with 97% user satisfaction. Experienced in service desk operations, asset management, and process documentation under ITIL standards to streamline support workflows. Familiar with ServiceNow, SCCM, Active Directory, and multi-OS (Windows, Linux, macOS) environments; poised to support AWS, Azure, and Google platforms.

Deskside Support Technician 2 - Stefanini North America and APAC - United States

(2024-01)

• Resolved 30+ Tier 2 support tickets weekly, maintaining 97% user satisfaction
• Collaborated with IT teams to resolve escalated incidents per ITIL standards
• Participated in developing self-service solutions to reduce repetitive service desk interactions

Asset Specialist - Stefanini North America and APAC - United States

(2023-01 - 2024-04)

• Managed IT asset lifecycle and deployment tracking
• Streamlined documentation and compliance processes, achieving ~25% improvement in asset tracking accuracy
• Implemented knowledge management practices to maintain up-to-date asset records

Deskside Support Technician - Stefanini North America and APAC - United States

(2021-08 - 2022-12)

• Supported 500+ users across departments, resolving technical issues with 95%+ satisfaction
• Maintained operational efficiency by updating technical documentation and performance metrics
• Documented support procedures and lessons learned to maintain service desk records and facilitate continuous improvement

Sales Associate - Kohl's - Beaverton, OR

(2018-08 - 2019-12)

• Guided customers in product selection

Staff Member - LEAFS STEM Program - Corvallis, OR

(2019-01 - 2021-04)

• Adapted STEM lessons for students with disabilities
• Facilitated hands-on coding and engineering activities

Contractor Assistant - Steve McCoy Construction - Beaverton, OR

(2016-06 - 2018-08)

B.S. - Business Information Systems - Oregon State University