Technical Support Service Desk

GARY G. HAYES JR.

** ******* **** *****, ******, GA 30263

706-***-**** ************@*****.***

LinkedIn: linkedin.com/in/garyghayesjr

PROFESSIONAL SUMMARY

Experienced and customer-focused IT Support Specialist with over 8 years of success providing Tier 1 and Tier 2 technical support in fast-paced enterprise environments. Adept in troubleshooting hardware, software, and network issues, supporting end users remotely and on-site. Skilled in Active Directory, Microsoft Exchange, Windows OS, and ITSM tools such as ServiceNow, ConnectWise, and Remedy. Proven track record of improving system uptime, resolving incidents promptly, and ensuring high levels of customer satisfaction.

CORE COMPETENCIES

Help Desk / Service Desk Support, Incident & Request Management (ITIL Framework), Active Directory & Exchange Administration, Windows OS & Endpoint Support, Hardware Imaging & Configuration, Remote Troubleshooting (VPN, RDP, ConnectWise), Asset Management & Device Inventory, ServiceNow, Remedy, Endpoint Central, POS Systems Support, User Training & Onboarding

PROFESSIONAL EXPERIENCE

Service Desk Analyst

Interfor – Peachtree City, GA June 2024 – Feb 2025

• Provided Tier 1/2 support for internal users via phone, email, and chat.

• Diagnosed and resolved issues related to hardware, software, email, and connectivity.

• Imaged and deployed Windows devices, set up user accounts, and administered AD and Exchange profiles.

• Utilized ServiceNow for ticket management and Endpoint Central for patching and updates.

• Assisted with onboarding/offboarding, mobile device setup, and IT asset tracking.

Support Engineer II

NCR Corporation – Peachtree City, GA January 2023 – June 2024

• Delivered frontline technical support for POS systems across client environments.

• Managed and resolved tickets using ServiceNow, ensuring SLAs were met.

• Escalated critical issues to Tier 2/3 as needed, with thorough documentation and follow-up.

• Collaborated across departments to coordinate hardware replacements and technical resolutions.

NOC Service Assurance Engineer

Cox Communications – Atlanta, GA February 2016 – January 2023

• Monitored enterprise network health and responded to service-impacting incidents.

• Managed incident tickets in Remedy; facilitated resolution calls and coordinated with field teams.

• Provided remote troubleshooting for technicians and maintained knowledge base content.

• Contributed to the improvement of internal support processes and documentation standards.

EDUCATION

Bachelor of Science in Criminal Justice – Troy University – Troy, AL 2013 – 2017

Associate of Science in Paralegal Studies – Georgia Military College – Columbus, GA 2010 – 2013

High School Diploma – Kendrick High School – Columbus, GA 2001

CERTIFICATIONS

Qualys Vulnerability Management Certification – 2023

Basic Networking Certification – 2017

TECHNICAL SKILLS

Systems/Tools: ServiceNow, ConnectWise, Remedy, Endpoint Central, AS400

Platforms: Windows OS, Office 365, POS Systems

Directory Services: Active Directory, Microsoft Exchange, Azure, Intune

Remote Tools: Secure CRT, VPN, RDP

Networking: Basic TCP/IP, LAN/WAN

Soft Skills: Communication, Documentation, Multitasking, Time Management

REFERENCES

Available upon request.

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