Leo Hartman
IT Support Specialist
Minneapolis, MN leo.hartman@example.com +1 (555) 025-1005
Profile
IT support specialist who closes tickets with clear notes and fewer repeat visits. Calm under busy Monday mornings.
Experience
IT Support Specialist
2021 – Present
Cleardesk Services · Minneapolis, MN
- Dropped first-response time from 4 hours to 55 minutes during peak onboarding weeks.
- Built a self-serve password kit that deflected 30% of identity tickets.
- Trained three new hires using a living knowledge base instead of tribal chat threads.
Help Desk Associate
2019 – 2021
Northloop Offices · St. Paul, MN
- Imaged and shipped 200 laptops for a hybrid work rollout.
Skills
Active Directory · Okta · MacOS · Windows · Ticketing · Documentation
Education
A.S. Information Technology
2019
Twin Cities Community College
Projects
Ticket Quality Rubric
Simple scoring sheet for clarity, ownership, and follow-up.