Sofia Busch

About Sofia Busch

I am a Senior IT Support Supervisor with expertise in technical troubleshooting, customer relations, and team leadership. I specialize in diagnosing and resolving hardware, software, and network issues across Windows, macOS, and mobile platforms, while managing repair operations to improve efficiency and client satisfaction.Certified in CompTIA A+ and currently pursuing a Bachelor’s in Information Technology with a concentration in Cybersecurity at Strayer University. I bring a strong foundation in IT support, network administration, endpoint security, and system maintenance. My hands-on experience includes managing IT asset lifecycles, deploying workstations, performing software updates and security patching, and implementing best practices for data protection.At Best Buy’s Geek Squad, I have led teams in technical repair services, escalation resolution, and workflow optimization, ensuring fast turnaround times and exceptional service quality. I combine technical expertise with leadership skills to train and mentor IT professionals, foster collaboration, and drive operational excellence.Core Competencies:• IT Support | Help Desk | Technical Troubleshooting• Network Administration | TCP/IP | Wi-Fi Troubleshooting• Endpoint Security | Patch Management | Antivirus Solutions• Active Directory | Microsoft 365 | Exchange• Customer Service Excellence | Team Leadership | Training• ServiceNow | Zendesk | IT Asset Management• Cybersecurity Fundamentals | Cloud Computing Basics (AWS)If you’re seeking a results-driven IT leader with proven skills in problem-solving, process improvement, and cybersecurity readiness, let’s connect.

Experience

1. Service Desk Analyst

   City of Plano

   Feb 2026 — Present

   Served as the first point of contact for end users, providing technical support for hardware, software, and network-related issues across multiple channels (phone, remote, walk-up support). • Diagnosed and resolved endpoint issues by gathering user requirements, triaging incidents, and documenting detailed resolution steps within the Service Ticketing/CRM system. • Delivered tech-first, customer-focused support while maintaining a high first-call resolution rate and clear communication with internal and external customers.Troubleshot Windows 7/10 systems, Microsoft Office applications, email clients, internet connectivity, and peripheral devices. • Initiated, categorized, and accurately processed service tickets while following established ITIL-aligned processes and escalation procedures. • Provided second-level hardware, software, and network support under general supervision, ensuring continuity of computer system services. • Imaged, deployed, installed, and replaced desktops, laptops, and tablets following standard imaging and security practices. • Maintained endpoint inventory, monitored installations, and assisted with warranty replacements and annual hardware/software audits.

Education

• Virginia Commonwealth University

  Psychology

  2014 — 2019

• Strayer University

  Bachelor of Technology - BTech

  2025 — 2026

• Per Scholas

  Information Technology

  2024 — 2025