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Information Technology Desk Analyst

Location:
Laurel, MD
Salary:
65,000
Posted:
July 02, 2025

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Resume:

Tyrese Hooper

******.**********@*****.***

240-***-****

Able to obtain Public Trust Clearance

Education GPA: 3.555

University of Maryland, Global Campus- MS in Cybersecurity June 2027 University of Maryland, College Park – BS in Information Science December 2024 Prince George's Community College – AS in Information Technology May 2021 Certifications

CompTIA Security+Expected August 2025

Cisco Certified Network Associate Expected October 2025 Experience

Service Desk Analyst Factory Mutual Global – Catonsville, MD March 2025 – Present

• Provided end-user support for desktops, laptops, and core applications in hybrid environments, resolving issues quickly to minimize downtime.

• Delivered on-site Windows 10/11 support, including imaging, configuration, installation, and hardware troubleshooting.

• Diagnosed and resolved network and desktop printer issues, including driver installs and connectivity problems.

• Configured and deployed laptops/workstations with standard images, installed apps, and optimized performance.

• Supported Microsoft Teams and Zoom, resolving real-time issues with access, audio/video, and connectivity.

• Delivered desk-side, phone, and walk-in support, ensuring prompt, personalized assistance.

• Documented tickets in ServiceNow with issue details, resolution steps, and timely user communication. IT Technician Geek Squad – Laurel, MD January 2024 – March 2025

• Guided users with troubleshooting using diagnostic tools.

• Diagnosed and resolved technical hardware and software issues.

• Recorded customer issues in the database to streamline the process and fast-track resolutions.

• Assisted customers with installation, configuration, and usage of company products.

• Conducted diagnostic tests to identify issues and determine necessary repairs.

• Repaired and replaced malfunctioning parts in machinery.

• Maintained detailed records of work performed, time spent, and expenses incurred.

• Developed relationships with customers through follow-up communication. IT Consultation Agent Geek Squad – Laurel, MD October 2023 – January 2024

• Facilitated repairs and performed hardware replacements, software updates, virus removal, data recovery, and system optimization.

• Diagnosed hardware and software issues, identified root causes, and implemented practical solutions to resolve technical problems.

• Documented all interactions with customers, including troubleshooting steps taken, solutions provided, and follow-up actions required, to ensure accurate record-keeping and continuity of service.

• Provided end-user support by diagnosing, repairing, and maintaining hardware and software for desktops, laptops, and peripheral devices.

• Supported walk-up and remote assistance, prioritizing and managing a high volume of service requests while maintaining effective communication with customers and team members. Sales Advisor Best Buy – Laurel, MD August 2023 – October 2023

• Greeted customers, actively approached them on the sales floor, and engaged in conversation to understand their needs and preferences.

• Assisted customers with product selection, demonstrated product features, and guided them through the sales process, including ringing up purchases accurately at the point of sale. Projects

Online Banking Management System

• Constructed an online banking management system using Python.

• Developed, debugged, and tested a web-based GUI for user interaction, allowing users to deposit and withdraw funds.

• Implemented security measures for personal user banking data via hashing passwords to ensure a safe experience.

Electric Vehicle Database Transformation Optimization

• Condensed a 100K-row electric vehicle database to 1000 entries using SQL filtering and data cleansing techniques.

• Developed a structured ERD, leveraging primary and foreign keys to enhance user queries and data relationships for the database

• Integrated voluntary demographic input for balanced representation, prompting fairness in electric data analysis and reporting.

• Translate user needs into functional database requirements using entity-relationship models that conform to the relational model

Technical Skills

Skills: macOS, iOS Certified, Ticket Creation, NOVA, Workbench, Microsoft 365, Desktop Support, Customer Service, Bomgar, Network Troubleshooting, Hardware, ServiceNow, Active Directory, Domain Hierarchy, VPN, Desktop & Laptop Troubleshooting, Printer Support, Technical Documentation, Windows 10/11 Support, TCP/IP, chromeOS, Ivanti, ServiceNow, Google Workspace

Soft Skills: Customer Service, Problem-Solving, Critical Thinking, Detail Oriented, Communication Skills Coursework: Object-Oriented Programming, Database Design and Modeling, (Technologies, Infrastructure, and Architecture), Information User Need



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