Tyler Wilkinson
Carbondale
Summary
Dedicated Desktop Support Technician with a proven track record at Southern Illinois University, enhancing end-user satisfaction through expert troubleshooting and effective communication. I excel in building relationships and swiftly resolving issues, ensuring minimal downtime and optimal user experience.
Overview
2
2
years of professional experience
Work History
Desktop Support Technician I
Southern Illinois University
11.2024 - Current
- Improved end-user satisfaction by providing timely and efficient desktop support for software, hardware, and peripheral issues.
- Utilized various technical support tools such as SCCM, Intune, Active Directory, and Group Policy Management.
- Collaborated with colleagues from different support teams to facilitate users' transitions from aging devices with minimal downtime.
- Built and maintained good relationships with faculty/staff in order to better assess their needs and provide the ideal solution for them.
Service Desk Student Worker
Southern Illinois University
08.2023 - 05.2024
- Provided exceptional customer service through effective problem-solving, active listening, clarifying questions, empathy, patience, and clear communication.
- Created and updated tickets thoroughly with information about the user's issue, attempted troubleshooting, and resolution steps.
- Utilized decision making skills to escalate issues to the appropriate team swiftly.
- Developed a deep understanding of the OIT knowledge base and procedures to quickly train users on the use of common SIU resources.
Education
Bachelor of Science - Computer Science
Southern Illinois University
Carbondale, IL05-2024
Skills
- Microsoft Office 365 Programs
- Tikit and SIU's OIT Knowledge Base
- Windows and MacOS
- Intune and SCCM
Timeline
Desktop Support Technician I
Southern Illinois University
11.2024 - Current
Service Desk Student Worker
Southern Illinois University
08.2023 - 05.2024
Bachelor of Science - Computer Science
Southern Illinois University
Similar Profiles
Colin J HeislerColin J Heisler
Flight Instructor at Southern Illinois UniversityFlight Instructor at Southern Illinois University
Jelena Nikolic KhatatbehJelena Nikolic Khatatbeh
Instructor of Record at Southern Illinois UniversityInstructor of Record at Southern Illinois University
William AllenWilliam Allen
Certified Flight Instructor at Southern Illinois UniversityCertified Flight Instructor at Southern Illinois University
Joseph SoldatJoseph Soldat
Small Business Owner at Self Employed ServicesSmall Business Owner at Self Employed Services
Jacob NolenJacob Nolen
Temp Worker at Priority Staffing GroupTemp Worker at Priority Staffing Group