Liam Kilgore
Help Desk Analyst 2
Kansas City,MO
Summary
Dynamic Help Desk Analyst with proven expertise at Garmin in delivering exceptional technical support and enhancing user satisfaction. Skilled in ticket management and network troubleshooting, I excel in problem-solving and collaboration, driving efficiency and service quality. Committed to continuous improvement and user training, I foster a proactive support environment.
Overview
5
5
years of professional experience
Work History
Help Desk Analyst 2
Garmin
Olathe, Kansas
02.2025 - Current
- Provided technical support for software and hardware issues, enhancing user experience and satisfaction.
- Diagnosed and resolved system errors using troubleshooting tools, ensuring minimal downtime for clients.
- Managed ticketing system to track user requests and prioritize resolutions effectively.
- Collaborated with cross-functional teams to streamline support processes and improve service delivery.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Self-motivated, with a strong sense of personal responsibility.
Information Technology Student Assistant Lead
NIAR
09.2023 - 07.2024
- Troubleshot technical issues for faculty and students, contributing to improved IT support response times.
- Provided support in software installation and maintenance, ensuring up-to-date systems across departments.
- Collaborated with team members on technology integration projects, resulting in streamlined communication and workflow.
- Collaborated with team members on technology integration projects, fostering improved communication and workflow.
- Developed documentation for IT procedures, improving clarity and accessibility for future reference.
- Mentored students in best practices, promoting a collaborative and productive work environment.
Information Technology Student Assistant
NIAR
06.2022 - 09.2023
- Assisted in troubleshooting technical issues, enhancing system performance and user satisfaction.
- Supported software installations and updates, ensuring operational efficiency across departments.
- Collaborated with team members to streamline data management processes, improving accuracy and accessibility.
- Documented technical procedures and user guides, facilitating knowledge sharing among staff.
Progress Rail QA Intern
Progress Rail
05.2021 - 10.2021
- Developed and executed test plans to ensure product quality and compliance with safety standards.
- Collaborated with engineering teams to identify and resolve defects in manufacturing processes.
- Conducted detailed inspections of finished products, ensuring adherence to specifications and performance criteria.
- Utilized automated testing tools to improve efficiency and accuracy of quality assessments.
Education
Bachelor of Science - Computer Science
Wichita State University
Wichita 05.2001 -
Skills
Help desk support
Technical support
Ticket management
Microsoft 365 Suites
Network troubleshooting
System maintenance
User training
Security awareness
Timeline
Help Desk Analyst 2
Garmin
02.2025 - Current
Information Technology Student Assistant Lead
NIAR
09.2023 - 07.2024
Information Technology Student Assistant
NIAR
06.2022 - 09.2023
Progress Rail QA Intern
Progress Rail
05.2021 - 10.2021
Bachelor of Science - Computer Science
Wichita State University
05.2001 -