Service Desk Analyst

Lisa Fernandes Morris

Senior Service Desk Analyst

Ocala, FL • 352-***-**** • *******************@*****.*** linkedin.com/in/lisad415

Professional Summary

Experienced Senior Service Desk Analyst with a proven ability to manage complex IT systems, provide advanced technical support, and lead teams to ensure consistent service excellence. Skilled in diagnosing high-level issues, reducing downtime, and implementing disaster recovery and security protocols. Known for optimizing support workflows, mentoring technical teams, and achieving high SLA compliance. Seeking to leverage expertise in IT infrastructure, process improvement, and incident management in a Tier 3 role to drive operational efficiency and enhance user satisfaction. Technical Skills

• Incident Management & Problem Resolution: Advanced troubleshooting, root cause analysis, escalations

• Service Management Tools: ServiceNow, Remedy, Xactimate, Xactanalysis, Remote Desktop, BitLocker, Centerpoint, Bomgar

• IT Infrastructure & Security: Network & system administration, data security, disaster recovery, endpoint protection

• Cloud & Virtualization: Azure AVD, Citrix

• Asset Management: Asset tracking, system deployments, configuration management

• Configuration Management: SCCM

• Frameworks & Methodologies: ITIL, SLA Management, Risk Mitigation, Change Management

• Software & Tools: Active Directory, Microsoft 365, Microsoft Configuration Manager, Openscape

• Team Leadership: Training, mentoring, performance monitoring Professional Experience

Service Desk Analyst

Vaco / Citizens Insurance Company – Jacksonville, FL 2023 – 2025

• Led the resolution of escalated technical issues across hardware, software, and network systems for 500+ users, ensuring minimal downtime and business continuity.

• Spearheaded the implementation of standard resolution scripts, reducing resolution time for common issues by X%.

• Optimized support workflows, logging high-priority tickets in ServiceNow, and ensuring adherence to SLAs during critical service interruptions.

• Delivered Tier 3-level technical support during storm onsets and emergencies, ensuring timely recovery and disaster management.

• Trained insurance adjusters and employees on disaster recovery procedures, contributing to a streamlined and efficient recovery process.

• Trained and mentored junior technicians to develop troubleshooting skills, fostering a high-performing support team.

IT Technical Support Specialist (Intern)

Marion County Board of Commissioners – Ocala, FL

2022 – 2023

• Provided Tier 1 and Tier 2 support to over 100 internal employees, troubleshooting and resolving technical issues related to hardware, software, and networking.

• Supported the deployment and configuration of new systems, ensuring smooth integration into the existing infrastructure.

• Proactively identified potential system vulnerabilities and resolved them before disruptions could occur, improving overall system reliability. Information Security Administrator

Lockheed Martin – IS&GS Civil

2011 – 2014

• Led the internal helpdesk operations for 1,500 users, overseeing technical support activities and incident management during a large-scale Microsoft reorganization project.

• Enhanced security measures by refining Active Directory management processes, ensuring compliance with federal regulations.

• Developed and delivered comprehensive training on security protocols, system access, and data integrity, improving user adherence to best practices and reducing security incidents.

• Trained CMS and HHS employees on policies and procedures, ensuring compliance and enhancing the effectiveness of internal security measures.

• Worked closely with IT teams to monitor network performance and proactively address potential issues before they disrupted operations. Database Administrator

Insight Global / Lockheed Martin

2010 – 2011

• Managed 3,000+ user profiles across multiple database systems, ensuring accurate and secure user access via Active Directory management.

• Administered user permissions, group policies, and account provisioning to maintain data integrity and confidentiality.

• Collaborated with IT teams to streamline Active Directory processes, improving user access control and reducing administrative overhead.

• Monitored system health and performance, providing proactive support to prevent downtime and disruptions.

• Ensured compliance with HIPAA regulations by implementing secure user access protocols and safeguarding protected health information (PHI) across systems.

• Ensured compliance with data security regulations by overseeing the proper setup and maintenance of user access parameters across database segments. IT Technical Support

Convergenz LLC

2008 – 2010

• Provided technical support for a wide range of IT systems and applications, troubleshooting issues for global clients and internal users across various industries.

• Utilized service desk software to track, manage, and resolve support tickets, ensuring all incidents were properly documented and followed upon within SLA timelines.

• Assisted with the setup and configuration of new workstations, software installations, and network configurations, ensuring proper integration with existing systems.

• Managed escalations by coordinating with senior technicians and ensuring that all critical issues were addressed promptly.

• Enhanced customer satisfaction by providing timely, professional, and empathetic support for both technical and non-technical users. Inbound Call Center Sales Representative

Time Warner Cable

2006 – 2007

• Managed high volumes of inbound calls, delivering detailed product and service information to prospective and existing customers.

• Provided technical support and guidance for mobile device sales and cable TV services, ensuring customers were fully informed and satisfied with their purchases.

• Achieved monthly sales targets by identifying customer needs and recommending tailored product packages, resulting in $1.5K+ in monthly sales.

• Helped resolve technical issues related to installation and service setups, improving overall customer satisfaction and reducing service-related complaints.

• Trained new staff on customer service practices and technical troubleshooting procedures, boosting team efficiency and reducing call-handling times. Education

High School Diploma – Weaver High School, Hartford, CT Additional Information

• Available for any shifts, including emergency and night support

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