Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Quote
Languages
Timeline
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Tess Burns

IT Helpdesk Technician
Crystal Lake

Summary

Results-driven Help Desk Technician with six years of experience in swiftly and effectively resolving technical issues for customers. Committed to exceeding client expectations by ensuring satisfactory resolutions for every ticket submitted, fostering a culture of trust and reliability. Proficient in maintaining positive communication in high-pressure situations, enhancing customer satisfaction and loyalty. Eager to leverage extensive technical expertise and strong interpersonal skills to deliver exceptional support and drive operational excellence.

Overview

7
7
years of professional experience
2026
2026
years of post-secondary education
1
1
Language

Work History

Target Security Specialist

Target Distribution Center
10.2024 - Current
  • Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Performed guard duties by making judgment decisions within proper policy and procedures.
  • Detected potential threats proactively through regular monitoring of surveillance systems and analyzing incident reports.
  • Enhanced overall security by conducting thorough risk assessments and implementing effective security measures.
  • Led team in developing disaster recovery plan, preparing organization for potential cyber-attacks.
  • Oversaw security operations during high-profile events, ensuring no security breaches occurred.
  • Improved the safety of employees by designing and leading tailored security awareness training sessions.
  • Performed regular audits of existing security measures, identifying areas for improvement and recommending changes accordingly.
  • Facilitated knowledge sharing sessions among security team members, fostering culture of continuous learning and improvement.
  • Evaluated new technologies continuously to stay current on emerging trends in the industry, ensuring a proactive approach to potential challenges within the field of security management.
  • Improved system security by conducting regular penetration tests to identify vulnerabilities.
  • Reduced false positive alerts by refining configuration of security monitoring tools.
  • Designed custom security solutions for unique client needs, ensuring robust protection against targeted threats.
  • Collaborated with IT department to ensure seamless integration of security measures with existing infrastructure.
  • Examined doors, windows and gates to verify security.
  • Monitored CCTV cameras and alarm systems for security breaches.
  • Updated shift logs and produced daily reports to document security activities and specific incidents.

Leasing Live It Specialist

Hawthorne Residential Partners
04.2024 - 10.2024
  • Configured hardware, devices, and software to set up work stations for employees.
  • Managed hardware and software inventory, ensuring timely updates and replacements as needed.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
  • Maintained high levels of customer retention with proactive relationship-building strategies.
  • Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
  • Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
  • Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
  • Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
  • Implemented upselling techniques to increase average transaction value and drive additional revenue growth.
  • Increased customer satisfaction by addressing and resolving complex issues effectively.
  • Enhanced team performance, providing continuous training and support to new and existing representatives.
  • Supported team members during peak periods by sharing workload and providing guidance when needed.
  • Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
  • Contributed to positive team culture, driving motivation and productivity among peers.
  • Assisted in training of new hires, sharing best practices and company policies.
  • Maintained detailed records of customer interactions, tracking concerns and resolutions.
  • Resolved customer complaints, ensuring customer satisfaction and loyalty.
  • Enhanced team morale and productivity by leading weekly motivational meetings.
  • Streamlined returns process, reducing wait times and improving customer experience.

Police Officer

Department of the Army
12.2022 - 04.2024
  • Participated in ongoing training opportunities to stay current on best practices, maintaining a high level of expertise within the field of law enforcement.
  • Utilized excellent communication skills when interacting with diverse populations, fostering trust between law enforcement and the community members they serve.
  • Managed crowd control during events, ensuring public safety while minimizing disruptions to attendees or surrounding communities.
  • Conducted thorough investigations for various cases, leading to timely resolutions and justice served.
  • Displayed sound judgment under pressure when making critical decisions that impact public safety during emergency situations.
  • Reduced criminal activity in assigned areas through proactive policing and community engagement.
  • Patrolled assigned areas to prevent and detect roadway crimes.
  • Patrolled assigned areas to check homes, businesses, and public roads for signs of disturbance.
  • Conducted witness interviews and gathered details regarding incidents to determine best course of action.
  • Apprehended offenders and conducted interviews and interrogations.
  • Handled domestic disputes tactfully, de-escalating tensions while providing appropriate support to affected individuals.
  • Supported supervisors with administrative tasks such as scheduling shifts and managing equipment inventory, increasing department efficiency and organization.
  • Secured crime scenes, gathered evidence, and questioned witnesses.
  • Enhanced public safety by conducting routine patrols and responding to emergency calls promptly.
  • Responded immediately to reports of automobile accidents and criminal activity, calling for additional support as necessary.
  • Investigated and reported crimes, accidents, offenses, and damage to property.
  • Collaborated with other law enforcement agencies to solve complex cases and apprehend dangerous criminals.
  • Answered emergency calls for help from citizens and business owners.
  • Conducted preliminary investigations at scenes of major crimes.
  • Apprehended suspects, read Miranda Rights, and transported offenders to jail.
  • Testified effectively in court, contributing to successful prosecutions of offenders.
  • Assisted in the development of crime prevention strategies, resulting in safer neighborhoods.

Field Technician IV

Spectrum
10.2021 - 12.2022
  • Established, repaired and optimized networks by installing wiring, cabling and devices.
  • Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Maintained office PCs, networks and mobile devices.
  • Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
  • Enhanced customer satisfaction by providing efficient and timely technical support for various issues.
  • Prepared and submitted reports to document work performed and provide progress updates to management.
  • Supported team members in addressing challenging technical issues, sharing expertise and knowledge when needed.
  • Calibrated new and existing equipment for optimal performance.
  • Improved system performance by conducting regular maintenance and troubleshooting of equipment in the field.
  • Tested systems, noting issues and completing preventive maintenance.

25N- Nodal Network Systems Operator and Maintainer

United States Army
04.2018 - 10.2021
  • Conducted network security testing using intrusion detection systems, KG-175 TACLANE encryptors, and Secure Terminal Equipment (STE).
  • Consistently met or exceeded performance metrics for network uptime and reliability, ensuring optimal service delivery to endusers.
  • Configured firewalls and VPN tunneling to protect communication networks for air defense operations.
  • Delivered technical support for air defense-specific hardware, including the CRG, ECS, AMG, launcher radios, and radar systems, ensuring reliable communication and data transfer between radar and missile launcher units.
  • Maintained and troubleshot generators powering air defense systems, ensuring 24/7 operational readiness. Rapidly resolved connectivity and power issues under pressure during live deployments.
  • Supervised a team of four soldiers, managing daily operations, training, and deployment readiness.
  • Conducted hands-on training on air defense systems, such as Integrated Air and Missile Defense Battle Command Systems (IBCS), AMG deployment, generator operations, and radio communications, improving team proficiency and ensuring mission readiness.
  • Managed over $1.2 million in critical air defense equipment, including radar interfaces, AMG components, field-deployable server racks, launcher radios, and generators. Maintained 100% accountability and operational readiness, ensuring the unit’s ability to respond swiftly to real-world threats during GRF deployments.
  • Supported over 150 personnel in an air defense unit by managing records, coordinating deployment schedules, and ensuring mission-critical readiness.
  • Provided technical support to users, resolving connectivity problems efficiently and quickly.
  • Designed and evaluated WAN and LAN connectivity technologies.
  • Implemented, developed and tested installation and update of file servers, print servers and application servers.
  • Diagnosed and executed resolution for network and server issues.
  • Planned and implemented upgrades to system hardware and software.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Streamlined information flow by installing and configuring routers, switches, and servers.
  • Supported cross-functional teams during major infrastructure upgrade initiatives as a subject matter expert on nodal networking systems.
  • Promoted adherence to best practices within the team by sharing knowledge about emerging technologies and industry trends related to nodal networks.
  • Coordinated with external vendors to procure and install necessary equipment for optimal system performance.
  • Trained new employees on nodal network systems operation procedures, enhancing team performance levels.
  • Optimized network performance with regular diagnostics and troubleshooting of issues.

Education

Bachelor of Science - Analytics- Network Administration

Purdue University Global
West LaFayette, IN
05.2025 - Current

Associate of Applied Science - Criminal Justice

Purdue University Global
West LaFayette, IN
01-2025

Skills

CCTV monitoring

Accomplishments

  • Supervised team of five staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Participated in various incentive programs and contests designed to support achievement of production goals.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Languages

English
Native or Bilingual

Timeline

Bachelor of Science - Analytics- Network Administration

Purdue University Global
05.2025 - Current

Target Security Specialist

Target Distribution Center
10.2024 - Current

Leasing Live It Specialist

Hawthorne Residential Partners
04.2024 - 10.2024

Police Officer

Department of the Army
12.2022 - 04.2024

Field Technician IV

Spectrum
10.2021 - 12.2022

25N- Nodal Network Systems Operator and Maintainer

United States Army
04.2018 - 10.2021

Associate of Applied Science - Criminal Justice

Purdue University Global

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