Christopher Clarke
Benevent l'abbaye,France
Summary
Dedicated IT support professional with experience in SaaS customer support and a strong background in workflow troubleshooting. Proficient in Microsoft 365 and Azure AD, with expertise in ticketing systems like ServiceNow and Zendesk. Skilled in diagnosing incidents and providing outstanding customer communication across various channels.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work history
Level 1 & 2Help Desk Technician (Remote)
PACS
Utah, United States
2025.04 - 2026.05
- Provide real-time technical support via chat, email, and remote tools for end users
- Manage user identities and access in Microsoft Azure AD), including MFA/2FA configuration and account recovery
- Diagnose and resolve connectivity issues (VPN, DNS, and network access)
- Manage tickets using ServiceNow/Zendesk, ensuring timely resolution and updates
- Guided users step by step through technical issues in clear and calm manner
Sales Representative / Closer
Unlimited Vacation Club
St. James, Jamaica
2022.07 - 2025.03
- Delivered personalized customer support by addressing inquiries and recommending solutions based on member needs
- Educated customers on product features and benefits, ensuring effective usage and satisfaction
- Utilized CRM systems to track interactions, identify patterns, and improve customer engagement
- Resolved customer concerns efficiently, improving overall experience and retention
Technical Support Specialist
itelBPO Smart Solutions
St. James, Jamaica
2020.08 - 2022.06
- Provided technical support for service and connectivity issues, ensuring fast and accurate resolution
- Diagnosed and resolved customer-reported problems across devices, networks, and service platforms
- Assisted with billing and service inquiries while maintaining a strong customer satisfaction focus.
- Managed high-volume workload (50–60+ interactions daily) while maintaining quality and efficiency.
Education
Network Administration
HEART College of Innovation & Technology
2024.09 - 2026.05
Mechanical Engineering
Herbert Morrison Technical High
2007.01 - 2012.01
Skills
- SaaS Customer Support
- Workflow troubleshooting
- Microsoft 365 & Azure AD)
- Ticketing Systems (ServiceNow, Zendesk)
- Remote Support (RDP, troubleshooting tools)
- Networking (TCP/IP, DNS, VPN)
- Incident diagnosis & Resolution
- Customer Communication (Chat, Email, Voice)
- Familiar with automation concepts such as triggers, actions, and conditional logic
- Troubleshooting system processes and identifying failure points
- Automation concepts
Certification
- Google IT Support
- Google AI
- Google Maximize productivity with AI tools
- Google Cybersecurity Certificate
- Microsoft 365 Essentials
- Cisco IT Essentials
- CompTIA A+ course
- CompTIA Security + (In progress)
Languages
English
Proficient (C2)
French
Beginner (A1)
References
References available upon request.
Timeline
Level 1 & 2Help Desk Technician (Remote)
PACS
2025.04 - 2026.05
Network Administration
HEART College of Innovation & Technology
2024.09 - 2026.05
Sales Representative / Closer
Unlimited Vacation Club
2022.07 - 2025.03
Technical Support Specialist
itelBPO Smart Solutions
2020.08 - 2022.06
Mechanical Engineering
Herbert Morrison Technical High
2007.01 - 2012.01