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Help Desk Analyst

Woodstock, GA
March 24, 2018

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David Parrish

*** **** **** *****

Woodstock, Georgia 30188



Highly experienced IT Application & Support Analyst working with End Users to support their devices and applications. Having the ability to work with a team to achieve SLAs and metrics. Able to work as an individual to troubleshoot and resolve issues in a timely manner. Able to communicate and be a team player.



Level 2 Help Desk Support Engineer

11/2016 – 1/2018 Softtek, Alpharetta, Georgia

Responsible for handling US Export Control employees

Support General Electric employee mobile devices using MobileIron Mobile Device Management.

Mobile devices included iPhone, iPad, Android and Tablet.

Troubleshooting General Electric employee Outlook and email issues.

Managing Mailboxes and Distribution List using Identity Management application.

MDAX Support Analyst

6/2014 – 7/2016 AMEC Foster Wheeler, Alpharetta, Georgia

Triage tickets in the AX2012 Support sphere as Level 2 internal support.

Troubleshooting issues and escalating to Functional Support, as necessary.

Monitor and addressing stopped AX workflows.

Following approval process and setting AX roles within MDAX that meet SOX compliance.

Production of weekly and monthly metrics reports.

Managed project to get MDAX available to external users and to get our group transitioned to the ServiceNow ticketing application.

Regional Help Desk Lead

2/2012 – 6/2014 AMEC, Alpharetta, Georgia

Working with a team of up to 11 agents to support Global internal end-users with hardware and software problems.

Performed Level 2 research of complicated issues.

Trained, mentored and evaluated the Agents in AMEC policies and procedures.

Communicated IT Major Incidents with other IT groups.

Managed the Pitney Bowes printer service and supply request.

Use of Active Directory to user permissions.

Used Footprints ticketing application for documentation.

Help Desk Analyst

10/2007 – 2/2012 MACTEC, Alpharetta, Georgia

Perform troubleshooting and technical support for over 2500 internal employees across the USA.

Installed engineering applications on employee computers as needed.

Use of Active Directory to add/remove individuals from AD groups and reset passwords.

Used Footprints ticketing application for documentation.


8/1994 University of South Carolina, Columbia, South Carolina

Bachelor's Degree

Completed course requirements for Bachelor of Science in Computer Science.


Active Directory Android Application Support Desktop Support Email Exchange

Export Control iPhone iPad iOS Internet Explorer ITIS Laptop Support LDAP MAC MDM Office 365 MobileIron Mobile Devices Network Outlook Remote Connection ServiceNow Skype SQL Supervisor Technical Support Windows 7 Windows 10

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