IT support resume format

Service desks hire on numbers the ticketing tool already knows: tickets a day, SLA and CSAT, first-contact resolution, and the systems you can administer unsupervised. This signal-dot format leads with them and names the stack — AD, Microsoft 365, ServiceNow — where a desk lead scans.

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Built for

✓L1 and L2 IT support analysts and service desk engineers
✓Desktop support and endpoint administrators
✓ITIL-certified support staff moving up a tier

What you get

✓Live on-page editing — click any text and type, paginated like the final PDF
✓Selectable-text PDF export with clickable email and portfolio links
✓AI import: upload your old resume PDF and land in this template, editable
✓Scored 97/100 — interview-ready against the 30 published rules, measured by exporting this exact template. Certified: we only badge templates at 90 or above, a stricter bar than the 85 our checker calls interview-ready, so the design leaves headroom for your own content.

Gavin Sinclair

IT Support Analyst

gavin.sinclair@example.com·(555) 380-9127·Denver, CO·gavinsinclair.com/in/gavin-sinclair

Summary

IT support analyst with six years on L1 and L2 desks for a 2,000-user enterprise. Closes 35 tickets a day at a 96% SLA and 4.7 out of 5 CSAT, owns Active Directory and Microsoft 365 administration for the site, and writes the runbooks the desk actually follows. ITIL 4 and Microsoft 365 certified.

Skills

Active Directory & Group Policy
Microsoft 365 administration
Windows & macOS troubleshooting
ServiceNow & Jira Service Management
Networking basics (DHCP, DNS, VPN)
ITIL incident & request management
Intune device management
Hardware imaging and deployment

Experience

IT Support Analyst (L2) — Novabridge Systems

08/2022 – Present

Handle 35 tickets a day across a 2,000-user site at a 96% SLA and 4.7/5 CSAT
Administer Active Directory, Group Policy and Microsoft 365 for the site; onboarded 300 users in FY25
Wrote 40 runbooks that cut L1 escalations 28% in one year
Led the Windows 11 rollout for 600 laptops with zero data-loss incidents
Run the 24-hour on-call rotation one week in five; P1 incidents restored inside the 4-hour target 11 of 12 times in FY25

Service Desk Engineer (L1) — Corvant Business Services

05/2020 – 07/2022

Handled 60 calls and chats a day; first-contact resolution held at 78%
Deployed 400 devices during a site expansion
Wrote the password-reset and MFA self-service guide; related tickets down 35%

IT Help Desk Intern — Metropolitan State University of Denver

01/2019 – 04/2020

Supported 5,000 students and staff on lab machines, printing and Wi-Fi at 20 tickets a day
Rebuilt 150 lab computers every semester break

Education

B.S. Computer Information Systems — Metropolitan State University of Denver2016 – 2020

Certifications

ITIL 4 Foundation — PeopleCert, 2021

Microsoft 365 Certified: Endpoint Administrator Associate — Microsoft, 2023

CompTIA A+ — CompTIA, 2020

Frequently asked questions

Is CVLoom really free?

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Will my PDF have selectable text for ATS systems?

Yes. Exports are generated by a real browser engine, so the PDF has true selectable text, embedded fonts, and clickable links — the things resume parsers need.

Can I switch templates without retyping anything?

Yes — your content and the design are stored separately, so switching templates re-flows the same content instantly and losslessly. Try every one of them.

What should an IT support resume lead with?

Volume, SLA and the stack: ‘35 tickets a day at 96% SLA, 4.7/5 CSAT; AD, Group Policy, Microsoft 365’. Add one improvement line — runbooks that cut escalations — and the desk lead knows what they are getting.

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