Professional Summary
IT Service Desk Analyst with proven expertise in troubleshooting, incident escalation, root cause analysis, and identity & access management. Highly skilled in ServiceNow, Microsoft 365, Active Directory, Intune, and endpoint management. Recognized for resolving complex technical issues, mentoring Tier 1 analysts, improving SLA performance, and delivering exceptional customer service in high-volume environments.
Core Skills
Tier 2 Incident & Problem Management
SLA Management & Escalations
Root Cause Analysis
Identity & Access Management (IAM)
Windows & macOS Support
User Onboarding & Offboarding
ServiceNow
Microsoft 365 / Intune
Active Directory & Okta MFA
VMware Horizon
Professional Experience
Inserso – DOJ (OJP Contract)
Service Desk Specialist | Nov 2024 – Present- Resolved incidents and service requests using ServiceNow while meeting or exceeding SLA targets.
- Perform advanced troubleshooting across Windows OS, Microsoft 365, JustGrants, Power Apps, and access issues.
- Escalate complex incidents with detailed documentation and root cause analysis.
- Train and mentor new analysts, reducing onboarding time and improving team efficiency.
VITAS Healthcare
Systems Business Analyst | Jun 2023 – Sep 2024- Supported Tier 2–3 operations through IT asset management and license administration.
- Managed hardware and software assets for 8,000+ users.
- Produced weekly Power BI reports for IT leadership.
VITAS Healthcare
Help Desk Analyst | May 2021 – Jun 2023- Delivered Tier 1–2 technical support for 7,000+ users.
- Administered Active Directory, Intune, and Microsoft 365 environments.
- Supported MFA enrollment and virtual desktop environments.
Education & Certifications
B.S. Information Technology – University of Phoenix (In Progress)
Advanced Software Development Certificate – Issued Mar 2025
Advanced Software Development Certificate – Issued Mar 2025