Justin Culler
Smyrna
Summary
Results-driven IT Help Desk professional with field services experience, skilled in troubleshooting hardware, software, and network issues for both remote and on-site users. Adept at managing help desk operations and ensuring timely resolution of technical problems. Strong communicator with a collaborative approach, focused on enhancing user satisfaction and operational efficiency through effective problem-solving and proactive maintenance.
Overview
6
6
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work History
Service Desk Analyst
WellStar Health System
Marietta
11.2023 - 01.2026
- Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
- Documented solutions and troubleshooting steps concisely in ServiceNow ticketing system and alerted other team members of new service solutions.
- Collaborated with IT teams to escalate and resolve complex issues, improving response times and user satisfaction.
- Documented user guides and knowledge base articles for common issues and solutions.
Help Desk / Security Analyst
Inform data
Kennesaw
05.2021 - 09.2023
- Provided technical support for over 3,000 users, resolving hardware, software, and network issues
- Installed and upgraded software applications, ensuring compatibility with organizational standards.
- Performed system maintenance, including updates, patches, and security measures.
- Contributed to the knowledge base by creating user guides and troubleshooting articles.
- Collaborated with cross-functional teams to escalate and resolve technical issues.
- Identified and addressed over 100 monthly vulnerabilities in the environment.
- Monitored web and email traffic, audited access for internal applications, and managed security software installations.
- Managed user accounts, password reset, group policies, and permissions via Active Directory
IT Technician
Unisys
New York
06.2020 - 04.2021
- Diagnosed errors and technical issues to determine proper solutions (Hard Drive, LCD, Memory, Keyboard, Motherboard, CPU).
- Opened, updated, and closed support tickets using the Unisys ticketing system.
- Produced timely and detailed service reports.
- Provided fast, courteous, and professional customer service to clients while managing all on-site installation, repair, maintenance, and test tasks.
- Cooperated with the technical team and shared information across the organization.
Education
Comptia A+ - It Administration Training
Per Scholas
New York, NY 09.2019 - 08.2020
High School -
North Cobb High School
Skills
- Account Management
- Network Troubleshooting
- Software/Hardware Troubleshooting
- ServiceNow
- Knowledge base contribution
- Team collaboration
- Attention to detail
- Remote technical support
- Customer service training
- Asset management
Certification
- CompTIA A+
- Driver's License
- Nexthink
- Crowdstrike
Timeline
Service Desk Analyst
WellStar Health System
11.2023 - 01.2026
Help Desk / Security Analyst
Inform data
05.2021 - 09.2023
IT Technician
Unisys
06.2020 - 04.2021
Comptia A+ - It Administration Training
Per Scholas
09.2019 - 08.2020
High School -
North Cobb High School