Internship IT Support resume example

• Under supervision, separated identity, device and application faults during ticket triage, documented the resolution steps in the knowledge base, and checked the fix with the affected employee before closing the ticket.
• The team categorized 2,400 tickets by failure mode and published guided fixes for the top 15; I supported research preparation, validation, and documentation under mentor review. The team resolved a recurring source of customer friction in the reviewed workflow; confirmed with my mentor that my contribution was limited to the assigned support and validation work.
• The team automated laptop enrollment, baseline software, and access requests for 9 roles; I supported research preparation, validation, and documentation under mentor review. The team shortened the path from request to a usable result; confirmed with my mentor that my contribution was limited to the assigned support and validation work.
• Under supervision, owned desktop troubleshooting using Windows event logs and TCP/IP checks, resolved a DNS configuration error and completed user sign-in verification.
• Under supervision, published a support checklist using security-approved account steps, reduced workstation setup from 80 to 45 minutes without sharing administrator credentials.

• In a mentor-reviewed simulation, provided desktop support for sign-in, device enrollment, and peripheral failures; used structured troubleshooting to separate user-profile, network, and hardware causes before replacing equipment.
• As a second supervised exercise, prepared escalations for vendors with asset details, reproduction steps, and tests already completed; tracked the response back to the support ticket and confirmed the fix with the employee.
• Under supervision, the team introduced ownership and aging reviews for priority-one and priority-two tickets; I supported research preparation, validation, and documentation under mentor review
• Configured a separate test environment with a documented network diagram, account permissions and failure scenarios; captured the logs needed to distinguish connectivity, authentication and application faults.
• Tested the recovery guide from a fresh account, checked required permissions at each step, and added rollback instructions where a configuration change could disrupt the working baseline.
• Owned the recovery rehearsal using an isolated test account, resolved a missing permission prerequisite and completed the restore without changing the working baseline.

Relevant coursework: Algorithms, operating systems, databases, computer networks

• Published an independent troubleshooting guide using annotated logs, separating connectivity, authentication and application failures and documenting the rollback decision at each step.