Experienced IT Support Professional

Boj Needa

Career Objective

Seeking an IT support role to leverage 10+ years of technical expertise and team leadership to enhance service delivery.

Work Experience

Service Desk at NHS

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Resolve 200+ weekly tickets via phone and email, achieving a 91% resolution rate. Document 30+ knowledge articles to enhance team efficiency. Manage ticket escalations and cross-team reporting. Support user account and hardware issues across four sites.

Customer Care at Bank

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Assisted clients in resolving online issues. Tested and provided feedback on new support system during pilot launch.

Team Lead at SupportTech Ltd

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Led a 23-person team supporting US-based tech customers. Developed a ticketing tool, saving $8,000 annually. Streamlined time tracking, reducing weekly hours by 10. Coached team to meet weekly performance goals.

IT Supervisor at Sutherland Global Services

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Trained 20+ agents and led a team of six during PC rollouts. Managed Windows 7 to 10 migration with 95% user satisfaction. Installed software for 125 users and delivered training. Reduced repeat calls by 12% through improved training.

IT Specialist at Sutherland Global Services

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Provided daily support to 30+ users, resolving software and hardware issues. Maintained 90% customer satisfaction.

Education

Bachelor’s Degree

University of Leads

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Skills

Technical Skills

  • Windows 10/11
  • Windows 7
  • Office 365
  • Active Directory
  • Exchange
  • Azure
  • Citrix
  • VMware
  • PowerShell
  • SQL
  • ManageEngine
  • Technical Troubleshooting
  • Performance Tuning
  • SaaS

Soft Skills

  • Problem-solving
  • Clear communication
  • Training
  • Documentation

Certifications

AZ-900

ITIL4 Foundation

Score
78/100
Header
75/100
Profile
80/100
Certifications
70/100
Education
60/100
Work Experience
75/100
Projects
0/100
Skills
85/100
Correct and clarify inconsistent or futuristic employment dates to maintain credibility.
Expand education details with field of study, dates, and relevant coursework.
Add a concise, keyword-rich professional summary to complement the objective and profile highlights.
Format work experience descriptions with bullet points for better readability and ATS parsing.
Include certification dates and issuing authorities to enhance trustworthiness.
Over 10 years of IT support experience with strong technical and leadership skills.
Quantifiable achievements in ticket resolution and team management.
Proficiency with a broad range of IT tools and platforms including Windows, Azure, and ITSM tools.
Demonstrated ability to improve processes and reduce costs through innovative solutions.

Header

75%
Include a full physical location (city and state) to improve geographic relevance for ATS and recruiters.
Add a professional summary or objective near the header for immediate context; currently only an objective is present but not prominent.
Ensure the email and phone number are in standard formats recognizable by ATS systems.

Profile

80%
Profile highlights are strong and quantifiable, but consider consolidating into a concise summary paragraph for better readability.
Add keywords related to IT support roles such as 'incident management' and 'ticket resolution' explicitly in the summary for ATS optimization.
Including measurable achievements (e.g., 'Reduced incident callbacks by 15%') is excellent; maintain this approach.

Certifications

70%
Certifications AZ-900 and ITIL4 Foundation are relevant but lack dates and issuing authorities; adding these details increases credibility.
Consider listing certifications in a standard format (Name, Issuer, Date) for ATS parsing.
Add any additional relevant certifications or training to strengthen this section.

Education

60%
Education section is minimal and lacks field of study and start date, which can be important for ATS and recruiters.
Include relevant coursework or academic achievements if applicable to IT support.
Specify the degree type fully (e.g., Bachelor of Science) and ensure consistent formatting.

Work Experience

75%
Job descriptions contain good quantifiable metrics, which is beneficial for both ATS and recruiters.
Some job dates appear inconsistent or futuristic (e.g., NHS role starting December 2024); verify and correct to avoid confusion.
Clarify employment types consistently (e.g., remote, full-time) to improve parsing accuracy.
Consider using bullet points rather than paragraph style descriptions to enhance readability and ATS scanning.

Projects

0%
Section missing

Skills

85%
Skills section is comprehensive and well categorized into Hard Skills, Soft Skills, and Tools.
To improve ATS matching, include commonly searched keywords like 'ITIL', 'Azure administration', and 'customer support'.
Consider integrating proficiency levels or years of experience for key skills to add depth.