Zach Music
Helpdesk Technician | Aspiring Software Developer | Gamer & Worldbuilder
Who Am I?
I’m currently working as a helpdesk technician with over 3 years of experience supporting users and solving technical issues. I have a strong passion for coding and software development, which has motivated me to pursue an Associate’s/bachelor's degree in Computer Science.
This site is a space where I track and share my progress on personal projects, including a game I’m developing, as well as coursework from school. My career goal is to work in low-level C++ development. Ideally it will be for game engines, though I also find web development to be really exciting and fun to explore.
I got into programming through my first technology oriented position. I was able to excel to the point where I was able to use Python and Bash to script automations. From there I did a few game jams with friends and was introduced to light HTML coding on websites. These experiences kept me engaged and working on my codes, all while not giving me a sense of fatigue.
When I’m not coding or troubleshooting, you can usually find me hanging out with friends playing Dungeons & Dragons and video games. I’m also deeply interested in world building for my game, including researching real-life armor, weapons, and history to add depth and authenticity. I believe a good mix of reality and fiction is what makes a great game push boundaries.
Please feel free to reach out regarding anything. I’m always open to connecting, collaborating, and learning from others.
Experience
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Software Support Specialist | Software Company | February 2026 - Present
Provide technical support for a high-volume software platform, managing approximately 100–130 support tickets each week across phone, chat, and email. Troubleshoot account, workflow, and system-level issues, maintain approximately 95% customer satisfaction, document recurring issues, and collaborate with internal teams to resolve escalated technical problems and improve support processes.
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Computer Support Technician | School District | July 2024 - February 2026
Provided Tier 1 and Tier 2 technical support for students, faculty, and staff across a large K–12 environment. Managed and maintained 1,000+ Windows, macOS, and mobile devices using Jamf Pro, Microsoft Intune, Active Directory, and Google Admin. Supported device deployment, standardized testing environments, account access, technology training, and escalated infrastructure issues. Managed approximately $80,000 in annual technology procurement and identified cost-saving opportunities that reduced hardware replacement costs by approximately $20,000.
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Junior System Administrator | Private Company | November 2023 - July 2024
Provided Tier 1 and Tier 2 technical support while assisting with system administration and infrastructure operations. Supported Microsoft 365 and Google Workspace administration, employee onboarding and offboarding, workstation deployments, printers, VoIP, conferencing systems, and network troubleshooting. Automated repetitive administrative tasks using Python and maintained hardware inventory and asset tracking systems.
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Helpdesk Technician | Private Company | October 2022 - November 2023
Delivered frontline technical support for hardware, software, account, printer, network, and application issues. Assisted with device setup and configuration, troubleshot end-user systems, and documented technical issues and solutions to improve internal knowledge sharing and support workflows.
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Library Assistant / Barista | Public Library | January 2020 - October 2022
Provided technology assistance, research support, and customer service in a high-traffic public environment. Assisted patrons with library systems, digital resources, databases, and technology access while helping users locate, evaluate, and navigate informational resources.
Skills
- Programming Languages: C++, Python, HTML, SQL
- Tools & Frameworks: Git, Visual Studio, Agile, Jira
- Other Skills: Game Development, Problem Solving, Technical Support
Education
- Associate's Degree in Computer Science(ongoing) | Aims University | Graduating 2026
- High School Diploma | RMSEL | Graduated 2015
Interests
- Game Development
- World-building and Research (creating immersive experiences for games)
- Dungeons & Dragons and Video Games
- Learning about the world
- Camping, hiking and expereincing new adventures!