Ryan M. KurtzCASE STUDY 01 / REMOTE SERVICE DESK
Remote IT support
at high volume.
Nationwide dealership support at DealerIT Group, involving user accounts, Microsoft services, networks, telephone systems, incident documentation and escalation.
- Employer
- DealerIT Group
- Position
- IT Support Specialist — Remote
- Dates
- October 2022 – January 2025
- Workload
- Approximately 20–30 tickets and 15–25 calls daily
Supporting employees across multiple dealerships.
Dealership employees depend on reliable computers, business applications, email, network access and phones to do their work. Providing remote support means identifying the user's issue without direct physical access, understanding its urgency and coordinating a fix or escalation quickly.
My role involved Tier 1 and Tier 2 technical assistance for dealership clients across the United States. Rather than describing an invented single incident, this case study summarizes the ongoing activities documented in my résumé.
Handling a demanding queue without losing the details.
The résumé records a workload of approximately 20–30 support tickets and 15–25 calls per day. I managed requests involving hardware, software, application failures, networking, account access and telecommunications while documenting diagnostic findings and keeping users informed.
- Reset passwords, help with account lockouts, troubleshoot multifactor sign-in and permissions issues.
- Provide remote support for Microsoft 365, Windows workstations, VPN and RDP connectivity.
- Work across VoIP tools such as 3CX, Mitel, RingCentral and Nextiva.
- Document fixes and escalate unresolved cases to other technical teams or vendors.
A repeatable troubleshooting workflow.
Gather symptoms, identify affected users, determine urgency and business impact.
Check application behavior, endpoint state, account access, DNS, DHCP or VPN connectivity.
Use approved remote methods, verify changes and communicate next steps.
Document resolution or escalate with enough context to avoid repeated diagnosis.
Support platforms named in the résumé include ServiceNow, Zendesk, Jira, ConnectWise and Autotask. Work also involved Active Directory, Microsoft Entra ID, Microsoft 365, TCP/IP and end-user documentation.
What is documented—and what is not.
My résumé supports the daily workload figures, broad technical scope, remote troubleshooting practices, account provisioning support and creation of written procedures. It also describes collaborating to identify recurring problems and communicating through the support-ticket lifecycle.
Measurement boundary: The available records do not establish a verified first-contact resolution percentage, SLA compliance rate, average time-to-fix or satisfaction score. I have not invented these measures.
Technical ability paired with communication.
Supporting many users remotely strengthened my approach to triage, clear questions, patient explanations and documentation that other technicians can act on. These skills carry directly into service-desk, desktop-support and IT operations roles.
Based on the supplied professional résumé. Confidential customer records and specific incident details are excluded.