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Desktop Support Analyst

Phoenix, AZ
October 26, 2018

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Arthur B. Haynes

***** *. ***** *****

San Tan Valley, AZ 85143

Phone 480-***-****

Mobile 623-***-****




A motivated self-starting IT professional with over 19 years of combined desktop and help desk support experience that possesses excellent communication and organizational skills. A profound individual that has the ability to learn quickly and adapt his learned skills to any industry.


1996 – Feb. 2006 DeVry University Phoenix, AZ

Bachelor of Science in Computer Information Systems

Courses Completed: General Studies, Cobol, A+, C++, SQL, HTML, .NET and Visual Basics.

1999 – 2002 Gateway Community College Phoenix, AZ

Cisco Networking Academy

Courses Completed: Cisco Networking Academy (Certificate of Completion)

Windows Network Administration, UNIX

Work Experience:

Oct. 2015 – July 2018 Arthur J. Gallagher & Co. Scottsdale, AZ

Enterprise Support Analyst

As an Enterprise Support Analyst, I am responsible for co-coordinating the delivery of services and legacy applications for key branch and divisional customers. I am to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively troubleshooting computer and software related issues to resolution or escalating them to appropriate administrators. Used remote tools to re-image and troubleshoot Windows 7 and 10 computer systems and provided accurate and detailed updates in ticketing systems (Remedy).

May 2013 – Oct. 2015 Arthur J. Gallagher & Co. Scottsdale, AZ

Technical IT Support Specialist

Maintains and manages distributed desktop and laptop systems and software, including installation, re-imaging, configuration and preventive maintenance. Application support and administration for proprietary site data base application (AIMS). Assists users with questions or problems and proper use of technology. Diagnose, identify and repair product failures. Implement internal office moves and assist with other IT related projects as they arise.

Oct. 2011 – Aug. 2012 Mosaica Education, Inc. Phoenix, AZ

Field Support Technician

Working with support staff and faculty to oversee the day to day operations of 3 valley charter schools services pertained to Information Technology. This includes on-site responsibilities of each school’s voice, video and data network systems. Scheduling vendors or performing repair and maintenance work on school laptops, desktops, printers, AV and network equipment when necessary.

Mar. 2008 – July 2011 AmeriPath, Inc. Phoenix, AZ

Field Support Technician

Work with clients, both in person and remotely to correctly identify, resolve or escalate simple to complex computer hardware, application and network issues. Provides client training as needed to allow effective use of hardware and applications. Meets defined targets for resolution of reported problems. Assists clients with "how to" questions regarding the use of computer applications or hardware. Provide suggestions to improve Information Technology processes as well as business process improvements and be a point of escalation and provide training assistance to junior level peers.

Dec. 2006 – Mar. 2008 Esurance Insurance Services, Inc. Gilbert, AZ

Systems Administrator

Provide day-to-day service support with various Windows 2000/XP applications in a Citrix environment. Supplied timely resolutions to routine desktop trouble tickets and perform WAN/LAN system monitoring. If an issue occurs, use available tools to identify any network hardware or application problems, and communicate the issue and solution recommendations to our senior administrators. Additional responsibilities include the installation of software and hardware of desktop and networking equipment. Organize and implement internal office moves and setup of video and teleconferencing equipment.

March 2002 – Jan. 2007 Phelps Dodge Corp. Phoenix, AZ

Sr. Support Center Technician / NOC Technician

Trouble shooting and analyzing hardware, software and network related problems that our front-line support technicians were not able to resolve. Determine the root cause of the problem and then either resolve it, choose an escalation path or provided a possible alternative solution to meet the customer's needs until a permanent solution could be revealed. Monitored network infrastructure for outages and reported detected outages to administrators and management when issues arose. Performed company tape backups and provided a daily report of connectivity issues and daily backup progress.

June 1999 – March 2002 Cendant Corporation Phoenix, AZ

Technical Support Specialist II

I supported users in both Linux and Win9x-NT environments by walking them through diagnostics and repair procedures for proprietary hotel software. Coached and train new service representatives and was a hand-off person for complicated calls that level-1 technicians were not able to resolve. Technical Writing – wrote updated and organized training materials and quick reference documents.


October 1986 – March 1991 U.S. Marine Corps Camp Pendleton, CA

Marksmanship Instructor

Instructed personnel in rifle, pistol, and shotgun marksmanship by explaining and demonstrating weapon safety, firing positions, sight picture and alignment, breath and trigger control, and other specified fundamentals and techniques of marksmanship. I instructed personnel in nomenclature, weapon disassembly, weapon operation, weapon stoppages, and immediate corrective action for small arms weapons.

Summary of Qualifications:

I have always demonstrated to employers a willingness to be absolutely flexible in terms of scheduling and duties. I enjoy working with the public and I’m normally considered by my co-workers to be friendly and a real team player.

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