Deployed and configured laptops and desktops for staff use Set up BIOS and operating systems Assisted users with basic IT troubleshooting and setup Gained experience in a professional IT environment

Service Desk Intern | NCS (2024) The position required delivering initial IT support services to users through problem-solving of hardware and software and network-related issues. The ticketing system received incident logs which the intern maintained before escalating issues to proper channels for prompt resolution. Helped manage system accounts through password reset services and access request handling and new user onboarding procedures. The knowledge base documentation received support from me to optimize troubleshooting methods. The service desk received an average of XX tickets per day/week which I resolved at a XX% rate within SLA. (fill in numbers if you have them) I worked alongside senior service desk engineers to learn ITIL best practices which enhanced my ability to provide better customer service.