Jeremy Kropa

Detail-oriented IT professional with a strong foundation in software engineering and over two years of hands-on experience in helpdesk support. Adept at resolving hardware, software, and network issues, with a demonstrated ability to support end users across office, sales, and production environments. Strong background in customer service with five years of experience in fast-paced environments. Currently pursuing a Bachelor of Science in Information Technology. Passionate about technology and eager to contribute technical expertise to a forward-thinking organization.

Bachelor of Science, Information Technology

University of Phoenix ▪ Phoenix, AZ | August 2024 – June 2026 | GPA: 3.67

Associate of Applied Science, Computer Software Engineering Technology

Thaddeus Stevens College of Technology ▪ Lancaster, PA | August 2021 – May 2023 | GPA: 3.47

Languages: HTML, CSS, Python, PostgreSQL, JavaScript, PHP, Java, Flutter

Coursework: Intro to Web Applications, Web Development 1 & 2, Technical Requirements & Data Structures, Mobile Development, Database Management, Software Principles, Software Project 1 & 2

Intermittent Liquor Store Clerk

PLCB ▪ Etters, PA | Feb 2026 – Present

IT Helpdesk Technician

Crime Intervention Alarm ▪ York, PA | July 2025 – Jan 2026

• Took incoming phone calls regarding Camera Systems, Door Access, and Fire Systems to assist in troubleshooting problems across 1,000+ commercial and residential clients in a helpdesk environment.
• Created and set up remote PCs for new installs and service, ensuring all software was updated.
• Created and managed incoming support tickets within Zoho Desk.

IT Helpdesk Support Specialist

OAKWORKS, INC. ▪ New Freedom, PA | June 2023 – May 2025

• Provided Tier 1 and Tier 2 technical support for office, sales, and production departments, supporting 100+ end users.
• Utilized Office 365 and Active Directory to manage user accounts, permissions, and troubleshooting.
• Diagnosed and resolved software, hardware, and network connectivity issues.
• Maintained detailed logs of helpdesk interactions using a SharePoint Online integrated helpdesk system, resolving an average of 10–15 tickets per day.
• Provided support for VPN users and ensured secure remote access.
• Assisted with onboarding and offboarding processes, including system imaging and account setup.

College Software Testing Internship

Edooket ▪ Lancaster, PA | February 2023 – May 2023

• Conducted functional and usability testing on the Edooket website.
• Reported and documented bugs, collaborating with the development team to verify fixes.
• Gained exposure to Agile development practices and bug-tracking tools.

Wendy’s Crew Member

Wendy's ▪ Shrewsbury, PA | May 2017 – May 2023

• Maintained fries and grill stations.
• Took customer orders at front register and bagged orders for front register/pickup window (PUW).
• Performed morning maintenance duties.