Daniel Roberts
Lee's Summit,MO
Summary
Detail-oriented and friendly IT professional with extensive hands-on experience in help desk support, hardware setup, and end-user troubleshooting in both in-person and remote environments. Administrator with experience independently managing day-to-day IT operations, including periods of full coverage during manager absences. Trusted to serve as the primary point of contact for end-user support, systems administration, and incident resolution in a 200+ user environment. Proficient in user account management, software deployment, and maintaining office IT equipment, including desktops, laptops, phones, and peripherals. Known for responsiveness, problem-solving, and delivering user-focused technical support, while ensuring timely issue resolution and clear documentation.
Overview
4
4
years of professional experience
Work History
IT Tier 2 Help Desk Technician
AutoAlert
08.2021 - Current
- Provided Tier 1 and Tier 2 support for approximately 250 users in a hybrid environment.
- Administer Active Directory and Intune to manage users, groups, and devices.
- Deploy software, manage updates, and maintain security compliance via MDM.
- Handle onboarding and offboarding, including equipment setup, user account creation, and access control.
- Investigated security incidents utilizing log files from servers and devices.
- Troubleshoot hardware, software, and network issues remotely and in person.
- Collaborated with other departments to ensure alignment between business objectives and technology initiatives.
- Resolved complex technical problems by researching solutions online or consulting with subject matter experts.
- Updated documentation related to IT procedures and policies.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Installed and configured new hardware, software and peripheral devices.
- Performed regular maintenance tasks such as virus scans, system backups, disk cleanups.
- Used remote login tools to assist clients with technical and product questions.
Education
Some College (No Degree) - General Studies
UMKC
KCMOSkills
- Systems and networking: Windows 10/11
- Mac OS
- Active Directory and Intune
- Office 365 (Teams, Outlook, and more)
- Analytical thinking
- Onboarding/offboarding
- Hardware provisioning
- Printer and network troubleshooting
- Scripting and automation: PowerShell basics
- Software diagnosis
- Customer service
- MFA configuration
- Hardware troubleshooting
Accomplishments
- Consistently recognized with multiple company-wide 'Shout Out' awards during monthly All Hands meetings for outstanding support and contributions.
- Featured as Employee Spotlight of the Month on the company's LinkedIn for exceptional performance and impact.
Timeline
IT Tier 2 Help Desk Technician
AutoAlert
08.2021 - Current
Some College (No Degree) - General Studies
UMKC
Additional Strengths
- Quick learner with strong pattern recognition and analytical thinking.
- High emotional intelligence with a thoughtful, introspective communication style.
- Actively participates in mental health improvement and fitness routines.
- Demonstrates ability to explain complex technical issues clearly to non-technical users
- Proven ability to operate autonomously in production environments, including full coverage of IT responsibilities including being the sole point of contact for all general IT issues.
References
References available upon request.