Mikhail Trofimov
Harrisonburg
Summary
Strong background in IT support and technical troubleshooting. Skilled in diagnosing and resolving hardware, software, and network issues, and providing exceptional customer service. Known for effective team collaboration, adaptability, and delivering results in fast-paced environments. Proficient in various operating systems, and IT service management tools. Reliable and flexible, ensuring seamless IT operations and user satisfaction.
Overview
9
9
years of professional experience
Work History
IT Technical Support Specialist
Apex Systems
10.2022 - Current
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
- Installed and maintained Windows OS and desktop software, patches, and updates for hospital computers and cellphones.
- Leveraged monitoring tools to proactively identify outdated devices and cellphone security issues.
- Responded to user inquiries and provided technical assistance over email and in person.
- Collaborated with cross-functional teams to develop and implement IT solutions.
- Used ticketing systems to manage and process support actions and requests.
Help Desk Specialist
Rosetta Stone
10.2019 - 03.2022
- Provided front line support for the employees of Rosetta stone via telephone, email/tickets and remote assistance
- Managed hardware inventory, ensuring timely replacements or repairs of faulty equipment to minimize downtime.
- Diagnosed and troubleshot hardware, software and network issues.
- Partnered with vendors and suppliers to ensure smooth delivery of replacement parts or software updates when needed.
- Installed and configured operating systems and applications.
Tier I IT Support Representative
IQVIA
10.2018 - 07.2019
- Provided level I technical support for pharmaceutical representatives via telephone, email and remote assistance
- Troubleshot equipment and software applications for Windows and iOS devices
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Trained new support representatives, ensuring a consistent level of service quality across the team.
General Maintenance Technician
Goodyear Service Center
07.2016 - 06.2018
- Consulted customers
- Led new hires
- Scheduled appointments
- Verified inventory
- Recorded data
Education
Comptia A+
Comptia
3500 Lacey Road, Suite 100, Downers Grove, IL 605108-2018
General Education Diploma -
Massanuttan Technical Center
Harrisonburg, VA10.2010
Skills
- User support
- Operating system support
- Active Directory management
- Technical troubleshooting
- Hardware installation
- Remote desktop support
- Asset management
- Printer support
- End-user training
- Application support
Timeline
IT Technical Support Specialist
Apex Systems
10.2022 - Current
Help Desk Specialist
Rosetta Stone
10.2019 - 03.2022
Tier I IT Support Representative
IQVIA
10.2018 - 07.2019
General Maintenance Technician
Goodyear Service Center
07.2016 - 06.2018
Comptia A+
Comptia
General Education Diploma -
Massanuttan Technical Center
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