Patrick Larue

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.

Baltimore City – Information Technology (BCIT)

End User Support Specialist II | March 2026 – Present

• Provide front end user support on ELT levels as back up for Mayors Office primary support.
• Reimaged department desktops and laptops to maintain optimal performance using PXE imaging.
• Provided training and documentation to end users on new software and systems.
• Collaborated with other IT teams to resolve complex technical issues.
• Maintained accurate records of all support interactions and resolutions.
• Participated in continuous improvement initiatives to enhance support processes.

Inserso – DOJ (OJP Contract)

Service Desk Specialist | Nov 2024 – Present

• Utilize ServiceNow to manage incidents, service requests, and escalations for DOJ/OJP users.
• Perform advanced troubleshooting across Windows OS, Microsoft 365, JustGrants, Power Apps, and access issues.
• Analyze ticket trends and escalation patterns to support SLA compliance.
• Escalate complex incidents with detailed documentation and root cause analysis.
• Perform Active Directory access management and enterprise application support.
• 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.
• Coordinated IT procurement and managed hardware assets for 8,000+ users.
• Produced weekly reporting and metrics for leadership decision-making.
• Served as primary liaison for third-party vendors and license renewals.
• Supported mobile device lifecycle management and troubleshooting.
• Lead team Laptop Refresh project successfully deploying over 1,500 laptops nationwide.

VITAS Healthcare

Help Desk Analyst | May 2021 – Jun 2023

• Delivered Tier 1–2 support for 8,000+ users in an enterprise environment.
• Administered Active Directory, Intune, and supported Microsoft O365.
• Mentored new hires and contributed to knowledge base documentation.
• Supported MFA enrollment and virtual desktop environments.
• Utilized VMWare for virtual machine management and troubleshooting.
• Diagnose and resolve hardware, software and network issues for desktops, laptops and mobile devices.

B.S. Cybersecurity and Information Assurance – Western Governors University (In Progress)
Advanced Software Development Certificate – Issued Mar 2025

National Honor Society of Leadership and Success