Technical Support Help Desk

Objective Summary:

Detail-oriented and customer-focused IT Help Desk Analyst with a strong background in providing remote and on-site technical support in enterprise environments. Proven ability to troubleshoot hardware, software, and network issues across Windows, macOS, and mobile platforms. Experienced with tools like ServiceNow, Active Directory, Microsoft 365 admin console, Cisco Meraki Dashboard, and various remote support solutions. Committed to delivering timely, effective solutions while maintaining a positive user experience and upholding IT best practices. Seeking to contribute technical expertise and problem-solving skills to a dynamic IT support team.

Key Competencies:

Remote Technical Support: Experienced in delivering Tier 1 and Tier 2 support via phone, email, and chat. Skilled in troubleshooting a wide range of hardware and software issues across enterprise environments.

Incident Management: Proficient in using platforms such as ServiceNow, Microsoft System Center Service Manager (SCSM), and Zendesk for efficient tracking, resolution, and documentation of technical issues. Experienced in using ServiceNow to locate and apply known KBAs and conduct in-depth research to find resolutions to recurring or unfamiliar issues.

Identity & Access Management: Experienced with Active Directory, SAP, account lockout tools, and onboarding/offboarding workflows using Workspace ONE (AirWatch).

Device & Endpoint Management: Hands-on experience with Microsoft Intune, Workspace ONE (AirWatch), BitLocker, and JAMF for managing Windows (10/11), macOS, iOS, and Android-based systems and mobile devices.

Microsoft 365 Support & Administration: Skilled in supporting and administering Microsoft 365, including Outlook, Teams, SharePoint, and OneDrive. Proficient with license management, mail flow troubleshooting, user provisioning, and applying best practices in the Microsoft 365 admin center.

Operating System Troubleshooting: Strong troubleshooting skills across Windows 10/11, macOS, iOS, and Android operating systems.

Hardware Troubleshooting Platforms: Proficient in diagnosing issues with desktops, laptops (Dell, HP, Lenovo), servers, docking stations, scanners, printers, and retail POS devices (HP RP9, NCR CX7, NCR CM5 PEDs).

Network & Infrastructure Monitoring: Experienced with Cisco Meraki Dashboard to monitor and troubleshoot network connectivity, endpoints, access points, switches, routers, and VoIP systems.

Skilled in configuring routers and switches, addressing performance issues, device provisioning, VLAN assignments, and supporting network segmentation and connectivity optimization.

Retail IT Systems: Experienced with supporting and maintaining POS hardware and peripherals. Experienced in assisting on-site technicians with diagnosing complex hardware and network issues.

Remote Access Tools: Experienced user of SCSM, BeyondTrust Remote Support, RDP, and VNC for secure and efficient remote troubleshooting.

Collaboration & Communication: Strong interpersonal, written, and verbal communication skills. Experienced supporting users and teams via Microsoft Teams, Slack, phone, and email.

Security & Compliance: Knowledgeable in implementing and supporting endpoint security tools including BitLocker, Microsoft Defender for Endpoint, Windows Firewall, and conditional access policies using Azure Active Directory and Microsoft Intune. Experience enforcing MFA, device compliance policies, and secure access standards.

Documentation & Process Improvement: Adept at developing knowledge base articles, documenting resolutions, and contributing to continuous improvement of IT support workflows and procedures. Skilled in using ServiceNow to identify and contribute to KBAs, conduct research to find resolutions, and improve overall issue resolution time.

Technical Certifications:

CompTIA A +

CompTIA Network +

Microsoft Azure Administrator associate

Education:

Western Iowa Tech, Sioux City Iowa

Computer Science – 1998 - 2000

Work Experience:

Remote Enterprise Technology Service Desk Analyst

Starbucks Coffee Company, July 2024 - Present

As a Remote Enterprise Helpdesk Analyst at Starbucks, I am responsible for delivering expert-level IT support across a global enterprise. Operating in a remote environment, I ensured smooth operations for corporate users and retail stores by resolving technical issues, utilizing a wide range of tools to troubleshoot hardware and software problems, managing service requests, and maintaining clear communication with users to enhance their experience. Strong communication skills and a customer-focused approach are essential for my success in this role.

Duties include:

Troubleshoot and resolve technical issues across enterprise systems, applications, and hardware, ensuring minimal disruption to business operations.

Provide specialized troubleshooting for network-related issues using the Meraki dashboard, addressing connectivity problems, device configuration errors, and performance concerns.

Serve as the go-to expert to onsite technicians assisting with diagnosing network performance and connectivity issues through the Meraki dashboard. This includes resolving problems with wireless access points, switches, modems and routers.

Leverage ServiceNow to efficiently log, prioritize, and manage incidents and service requests. Use advanced troubleshooting techniques to diagnose and resolve reported problems, ensuring thorough documentation of resolutions for knowledge-sharing purposes. Escalate complex or unresolved issues to higher-tier teams, providing detailed troubleshooting steps already performed.

Work closely with users and cross-functional IT teams to troubleshoot problems with enterprise applications, ensuring seamless functionality for both internal operations and customer-facing systems. Communicate technical details and troubleshooting steps in a clear and user-friendly manner to stakeholders and end-users.

Collaborate with IT teams to ensure that troubleshooting efforts align with operational goals. Analyze recurring issues to recommend process improvements or preventive measures, enhancing overall system reliability.

Provide guidance and training to users on basic troubleshooting steps for systems, applications, and network issues, empowering them to resolve minor issues independently. Update training materials and technical documentation to reflect common troubleshooting scenarios and solutions.

Document all troubleshooting efforts and resolutions in ServiceNow to maintain a robust knowledge base. Generate reports on incident trends, system performance, and troubleshooting outcomes to guide decision-making and process improvement initiatives.

Adhere to IT security protocols during troubleshooting efforts, particularly when managing user access in Active Directory. Report and mitigate any identified security risks during the troubleshooting process.

This role emphasizes expertise in diagnosing and resolving technical issues effectively, leveraging tools like Meraki and ServiceNow to enhance troubleshooting efficiency and maintain high system availability for Starbucks operations.

IT Asset Tracking Analyst \ Hardware - Software Upgrade and Migration Management

Huntsman Corporation LLC, The Woodlands, Texas - Oct 2023 – Jan 2024, Contract

As an IT Asset Tracking Analyst, I work independently to identify, document, and upgrade aging PCs, operating systems, scientific software, and laboratory instruments to ensure compliance with Huntsman’s internal audit and security standards. This role requires strong technical knowledge, cross-functional communication, and meticulous documentation to support system modernization across scientific and research environments.

Duties Included:

Image and deploy new PCs with Windows 10/11 Enterprise, ensuring device readiness for end users.

Install and configure updated software applications, apply security patches, and perform system hardening.

Assign and manage user permissions and access rights based on role-specific responsibilities.

Document and submit justification reports for asset replacements where no upgrade path exists for legacy systems, software, or lab instruments.

Assign static IP addresses to upgraded PCs according to specifications provided by the Network Administrator.

Assign host names and join new computers to the domain according to specifications provided by the System administrator.

Install and configure Norton Endpoint Security and adjust local firewall settings as needed.

Troubleshoot network connectivity issues using structured OSI model methodologies.

Build and maintain relationships with lab managers, scientists, and technicians to gather detailed asset usage data and plan upgrades with minimal disruption.

Collaborate with software and instrument vendors to ensure proper installation, licensing, and configuration, and retain access to ongoing technical support.

Acquire knowledge on scientific instruments and applications through user interaction, online research, and vendor training.

Collaborate with project stakeholders to escalate and resolve issues proactively, mitigating risks to project timelines.

Maintain daily tracking logs in Excel spreadsheets and upload documentation to SharePoint, including FAQs, known fixes, and resolution notes.

Manage a centralized SharePoint repository containing the latest versions of software, installation guides, and lab instrument manuals.

Provide end-user support for newly deployed systems, ensuring smooth transitions and continued usability in the lab environment.

Helpdesk Analyst

Southwestern Energy, Spring, TX - April 2022 – Aug 2022

In this role, I provided technical support to end-users by troubleshooting hardware, software, and network issues via phone, email, and remote tools. Responsible for resolving service requests, maintaining user accounts, documenting solutions, and ensuring timely escalation of complex problems. Works closely with IT teams to maintain system functionality and deliver a positive user support experience.

Duties Included:

Delivered end-user support via phone, email, and remote sessions, ensuring prompt and effective resolution of technical issues.

Used Microsoft System Center Service Manager (SCSM) to remotely access and troubleshoot end-user systems.

Administered Active Directory, including password resets, account unlocks, user/group management, and organizational unit updates.

Provided support for Microsoft 365 licensing, access, and application-related issues (Outlook, Word, Excel, Teams, etc.).

Troubleshot and resolved Cisco AnyConnect VPN connectivity issues for remote users.

Supported mobile device onboarding and SSO configuration for iPhone and Android users using VMware Workspace ONE.

Resolved access issues to internal SharePoint sites, Oracle and Microsoft SQL databases, and VMware Horizon VDI environments.

Troubleshot Outlook email problems, including synchronization, profile corruption, and mailbox access.

Provided support for UKG UltiPro Payroll Suite, addressing login and access-related concerns.

Diagnosed and resolved network printer issues, including driver installation and connectivity problems.

Documented and escalated issues beyond my scope appropriate support teams for further investigation.

Remote Technical Support, Field Service Technician

Ideal IT Trends, LLC- Houston, Tx – Feb 2015 – March 2022

In this role, I delivered remote and on-site technical support for managed service provider (MSP) clients, including installing, maintaining, and troubleshooting hardware, software, network, and server systems. Ensure prompt resolution of IT issues, coordinates with internal teams for escalations, and supports technology upgrades to keep client environments running smoothly and securely.

Duties Included:

My duties and responsibilities were to assist with managing Ideal IT Trends’ Managed IT Services clients which included:

Handled inbound service calls to assist with a variety of software issues, including Windows 10 operating systems, Microsoft Office applications, and Microsoft 365 (formerly Office 365).

Administered user accounts through Active Directory, performing password resets and re-enabling locked or disabled accounts.

Utilized the Microsoft 365 Admin Portal to troubleshoot Outlook 365 issues and manage the installation or reinstallation of Office applications.

Leveraged remote support tools such as N-Able Take Control (formerly SolarWinds Take Control) to troubleshoot and resolve complex technical issues with minimal client intervention.

Scheduled and conducted on-site visits when remote, phone, or chat support was unsuccessful or impractical.

Performed remote and on-site repairs, upgrades, and patch management for workstations, servers, printers, and network infrastructure hardware, adhering to service-level agreements (SLAs).

Used N-Able MSP RMM (formerly SolarWinds MSP RMM) to automate network-wide maintenance tasks via PowerShell scripts, application installations, temp file cleanup, virus scanning, Windows updates, and application patching.

Maintained thorough documentation and tracked all issues through to resolution for quality assurance and knowledge base updates.

Remotely monitored MSP clients’ network devices, servers, and workstations to assess hardware health and proactively resolve minor issues before they escalated.

Supported the rollout and deployment of new hardware, software, and applications to ensure clients remained current with the latest technologies.

Created and maintained procedural documentation and FAQs to support consistent troubleshooting and knowledge sharing.

Managed multiple cases and responsibilities simultaneously in a fast-paced environment, ensuring timely and effective resolution.

Provided strategic recommendations to enhance the overall health and performance of managed IT services client environments and internal business systems.

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