Robert Montgomery

Dear Hiring Manager, Robert Montgomery- Louisville, Kentucky I am writing to express my interest in a position at your company and believe I would make a great addition to your team. Over nine years of experience in IT support, I have developed the skills needed to provide exceptional support to both end users and business teams, both as a Service Desk Technician and a member of Desktop Support. I have experience providing both onsite and remote assistance to clients and employees, and both configuring and maintaining computers. Throughout my career, I’ve demonstrated the ability to quickly diagnose problems, identify solutions, and communicate effectively with both teammates and users, and earned positive feedback for both my responsiveness and professionalism. At HealthEquity, I was responsible for managing service requests, resolving Tier II incidents, and supporting a growing team in providing reliable IT support to teammates and end users while the company underwent major changes. In that time, I gained significant experience in prioritizing tasks, managing incidents through various systems, and ensuring timely resolution of issues in a fast-paced environment, particularly through the addition of new technology like Azure DevOps, but whether handling a service desk ticket or providing hands-on support, my goal has always been to provide solutions that aid my teammates, reduce downtime, and improve the overall user experience. I am confident that my experience and expertise will make me a strong addition to your team, and I am excited to have an opportunity to bring my skills in troubleshooting, customer support, and problemsolving to the table, and hope to contribute to your ongoing success. Thank you for considering my application and I look forward to having the opportunity to discuss it further. Please feel free to contact me at- or via email at-schedule an interview. Sincerely, Robert Montgomery Summary Technical Support Specialist with nine years of experience as a Service Desk Technician and a Desktop Support Specialist. Skilled at both onsite and remote support for technical problems, whether hardware or software, as well as imaging and setting up computers for business use. Meeting project deadlines, reducing SLAs, and reducing ticket volume. Expertise include: Service Desk | Desktop Support | Cloud | Azure Experience Service Desk Technician Tier II HealthEquity • Louisville, Kentucky 2021 – 2025      37% ticket reduction over previous year despite company increasing in size. Assisted in the implementation Azure DevOps and transition to other Azure features. Deployed several hundred Yubikeys for use with government applications. Created over two thousand Knowledge Base articles as part of knowledge consolidation project. Assisted Cloud team in deployment and training of ServiceNow Virtual Agent for AI Chats. Desktop Support Technician Zeon Chemicals LP • Louisville, Kentucky 2019 – 2021     Additional responsibilities included IT Orientations for new hires, equipment deployments for new and existing employees, imagining laptops for business use, configuring cell phones, software and registry fixes, etc. Configured laptops, desktops, and thin clients. Provided both remote and onsite support during the duration of the Pandemic while maintaining a safe workspace. Set up three hundred employees for remote work during the pandemic, and moved the same number to return to work onsite, afterwards. Service Desk Technician Norton Healthcare • Louisville, Kentucky 2017 - 2019  Active Directory, Microsoft Office, Citrix, EPIC, and Sunquest support. Service Desk Technician General Electric • Louisville, Kentucky 2016 - 2017  Export Control Helpdesk providing international support; primary coverage was regarding Active Directory, Microsoft Office, and basic hardware and software issues. Skills            Active Directory (Nine Years) App and Laptop Deployment (Six Years) Azure (Three Years) Computer Configuration and Deployment (Six Years) Desktop Support (Three Years) Knowledge-Centered Service and KB creation (Three Years) JAMF (Three Years) Ticket Systems (Service Desk Plus and Service Now) (Nine Years) Training in AI and ML for Microsoft Copilot and Service Now Virtual Agent (Three Years) VMWare Horizon Support (Three Years) Yubikey Deployment (Two Years) Education Bachelor of Business Administration (BBA), Computer Information Systems, Morehead State University • Morehead, Kentucky Certifications AZ-104: Microsoft Azure Administrator – Microsoft, 2025 AZ-900: Microsoft Azure Fundamentals – Microsoft, 2024 AI, MTL, Cybers ecurity, Automation, Clou d Computing, Analytical, Pr oble m-s olving, Innovative, Adaptable, Data-driven, Custo mer-fo cu sed, Tea m-oriented , Co nfli ct Res olution, Collab oration, Delegation, Strategic Planni ng, Proje ct Manage ment.