Desktop Support Service Desk
Resume:
DAVID ELDER
Las Vegas, NV *****
️ **********@*****.***
Professional Summary
Experienced IT professional with over a decade of success in desktop support, system administration, and IT service management. Adept at troubleshooting complex hardware/software issues, managing Active Directory environments, supporting end users (both onsite and remotely), and maintaining high service standards in dynamic enterprise settings. Proficient in Windows OS, endpoint security, VPNs, and ticketing platforms like ServiceNow, Zendesk, and Salesforce. Strong communicator committed to delivering technical excellence and outstanding customer service.
Core Competencies
Operating Systems: Windows 10/11, Windows Server 2008–2019
Enterprise Tools: Active Directory, Group Policy, SCCM, VMware, Citrix, Remote Desktop
Productivity Tools: Microsoft 365 (Outlook, SharePoint, Teams)
Ticketing Platforms: ServiceNow, Zendesk, Salesforce
Networking: TCP/IP, VPN, DNS, DHCP
Support Services: Imaging and deploying PCs, hardware upgrades, printer troubleshooting, mobile device support
Professional Experience
Pro-Vest – Las Vegas, NV
Process Server
Feb 2025 – Present
Returned to workforce after career hiatus (Sep 2024 – Feb 2025).
Currently engaged in secure document delivery and legal process services.
Everi – Las Vegas, NV
Service Desk Manager
Sep 2012 – Sep 2024
Led a team of 9 service desk professionals, ensuring adherence to SLAs and delivering high-quality end-user support.
Recruited, trained, and mentored staff, fostering professional development and succession planning.
Developed and tracked key performance metrics to enhance productivity and client satisfaction.
Established IT support policies to standardize operations and ensure compliance.
Delivered performance reports and provided strategic recommendations to senior leadership.
Las Vegas Water District – Las Vegas, NV
IT Support Engineer
Apr 2010 – Apr 2011
Provided Tier 1 and Tier 2 support for over 300 users in a Windows environment.
Resolved technical issues involving hardware, software, networking, and peripherals with a 98% first-call resolution rate.
Managed user accounts via Active Directory, including permissions, group policies, and password resets.
Imaged and deployed desktops and laptops according to organizational standards.
Ensured accurate ticket documentation and SLA adherence through Zendesk.
Delivered support to both local and remote users with a focus on user satisfaction.
Gaming Ventures of Las Vegas Inc. – Las Vegas, NV
IT Director
Oct 2004 – Apr 2010
Directed IT operations for corporate offices and remote properties, including Reno.
Spearheaded deployment of enterprise systems: Micros 9700, Microsoft Server OS, Exchange, SQL, and Cisco Firewalls.
Oversaw IT budgeting, infrastructure planning, and executive-level decision making.
Managed the service desk team and optimized support workflows to improve resolution times and internal communication.
IMG Resort and Casino – Mescalero, NM
IT Operations Manager
Sep 2003 – Sep 2004
Founded and built the IT department from the ground up for a new casino resort.
Led major IT projects and presented technical strategies to C-level stakeholders.
Oversaw daily IT operations, ensuring system availability and compliance with service level agreements.
Education & Certifications
State of Nevada Private Investigators Licensing Board -R2025-02553
Micros Property Programmer – Micros, Las Vegas, NV Apr 1999
Certified Novell Engineer (CNE) – The Learning Center, Las Vegas, NV Jun 1995
Technical Proficiencies
Operating Systems: Windows 10, XP, Vista, 7
Software & Tools: Microsoft Office Suite, SharePoint, Exchange Server, SQL Server
Ticketing/Reporting: Salesforce, Zendesk, Crystal Reports, Nortel Symposium
Security & Networking: Cisco and SonicWall Firewalls, Microsoft Cluster Services
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