SUMMARY
IT Support Analyst with 14 years of experience in delivering high-quality technical support and service desk assistance, specializing in Tier 1 and 2 issue resolution. Proven track record in achieving high first call resolution rates and adept at troubleshooting complex system, hardware, and network issues. Skilled in Active Directory, Office365, and ServiceNow, seeking to leverage expertise in a dynamic IT Support Analyst role.
WORK EXPERIENCE
Managed Service Provider | Remote
IT Service Desk Specialist | Jan 2026 – Jun 2026
- Maintained an 85% success rate in resolving issues on the initial call, showcasing technical accuracy and efficiency in user support.
- Managed a broad spectrum of service desk requests, offering critical support for both Tier 1 and Tier 2 by addressing advanced system and hardware issues through comprehensive troubleshooting.
- Deployed and maintained end-user technology, ensuring software installations, hardware setup, and system configurations met operational needs and industry standards.
Business Technology Services Company | Hybrid
Information Technology Support Specialist | Jul 2021 – Dec 2025
- Provided Tier 1 and 2 technical support, achieving an 85% first call resolution rate through effective service desk assistance.
- Analyzed and diagnosed complex computer issues, implementing solutions for software, hardware, and networked peripherals.
- Collaborated with end users and technical staff to ensure systems aligned with business needs and industry best practices.
Associate Product Support Specialist | Nov 2012 – Jul 2021
- Delivered comprehensive computer and printer support, collaborating with technicians to efficiently resolve network and application issues.
- Contributed to the development of knowledge base articles, enhancing the effectiveness of support processes and improving team resources.
- Trained and mentored fellow support specialists, fostering a knowledgeable and skilled team environment.
Global Logistics Company | Atlanta, GA
Technical Support Specialist | Jul 2011 – Sep 2012
- Achieved a 98% success rate in meeting Service Level Agreements (SLAs) by providing effective technical support and troubleshooting.
- Configured and maintained user accounts, hardware, and software, resolving network, email, and security issues to ensure seamless operation of company applications.
EDUCATION
Bachelors, Computer Information Systems
CERTIFICATIONS
CompTIA A +, Network + and IT Operations Certified
Notary Public
SKILLS
Android * Networking * Network Support * Office365 * Microsoft Windows Server * iPhone * Windows Desktop Support * Active Directory * Azure * Help Desk Support * Lan * IT Support * VPN * Wan * Operating Systems * Customer Support * Technical Support * Communication * Customer Satisfaction * Training * Printers * Cisco * ServiceNow * SentinelOne * ChatGPT * Intune * Knox * iPad * Microsoft Entra ID * Exchange
