Raistlin Alex Voynovich
1709 Athens Dr, Loveland, OH 45140
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Professional Summary
IT Support Specialist with 7+ years of progressive experience in Tier 1 through Tier 3 technical
support roles, delivering efficient and customer-focused service across enterprise environments.
Demonstrated expertise in remote troubleshooting, hardware/software diagnostics, Active
Directory administration, and technical documentation. Proven ability to resolve complex issues,
reduce downtime, and improve support processes. Transitioned into IT from customer service
and logistics, leveraging strong problem-solving and communication skills to thrive in highdemand technical support roles.
Professional Experience
ATOS – Cincinnati, OH
Level I Helpdesk → Remote Resolve Technician II
Sep 2017 – Sep 2025
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Delivered Tier 1 and Tier 2 remote technical support for the Norfolk Southern Railroad
account, assisting users with software, hardware, and mobile device issues (Windows,
iOS, iPads, iPhones).
Managed ticket queues via ServiceNow and email; ensured timely, SLA-compliant
responses and issue resolutions.
Installed, configured, and maintained enterprise applications to minimize user disruption.
Authored, edited, and maintained knowledge base articles to support internal escalation
paths and reduce repeat tickets.
Escalated and collaborated on Tier 3-level issues, improving cross-functional incident
resolution.
Total Quality Logistics – Cincinnati, OH
Logistical Account Executive
Oct 2016 – Mar 2017
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Coordinated domestic and Canadian freight logistics, ensuring timely delivery and
compliance with regulations.
Acted as central liaison for billing, payouts, and issue resolution across teams and
departments.
Built strong client relationships that resulted in new account acquisitions and increased
revenue.
This role strengthened my communication and critical thinking under pressure, building a
foundation for pivoting into IT support.
Time Warner Cable – Cincinnati, OH
Customer Service Professional
Nov 2014 – Apr 2016
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Delivered Tier 1 technical support for residential customers, resolving service outages,
account issues, and device malfunctions.
Frequently served as acting team lead, mentoring junior staff and supporting knowledge
sharing.
Contributed to internal documentation and training materials that enhanced team
performance and onboarding.
Identified customer needs and promoted tailored solutions, improving satisfaction and
retention.
This experience developed the technical acumen and customer-first mindset that led to
my transition into IT.
Earlier Roles – Entry-Level & Transitional Experience
Before entering the IT field, I gained foundational skills in operations, service, and problemsolving across various roles:
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Driver, Bill’s Battery (2014): Managed daily delivery routes, tracked inventory, and
ensured timely dispatch.
Meat & Seafood Associate, Kroger (2013): Maintained inventory, followed food safety
standards, and delivered excellent customer service.
Retail Assistant, Rockin Rooster Comics & Games (2012): Handled merchandising,
organized events, and provided customer support.
These roles sharpened my reliability, adaptability, and communication—skills later
critical to success in IT.
Education
Oak Hills High School – Cincinnati, OH
High School Diploma, 2013
📈 GPA: 3.65
Technical Skills
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Systems & Tools: Active Directory, Microsoft Office Suite, ServiceNow (or equivalent
ticketing systems)
Support Functions: Hardware/software troubleshooting, software installation, printer
setup, mobile device (iPhone/iPad) configuration
Platforms: Windows OS, iOS, Remote desktop tools (e.g., RDP, Dameware, etc.)
Additional: Knowledge base documentation, user training, incident escalation,
communication & team collaboration
