Service Desk Desktop Support

Bo Ayers

McKinney, TX *****

214-***-**** *******@*****.***

IT Service Desk Supervisor Lead Desktop Support Technician

Experienced and results-driven IT leader with 15+ years of expertise in technical support and service desk operations within enterprise environments. Proven ability to lead cross-functional teams, streamline IT workflows, and deliver top-tier support for onsite and remote users. Recognized for mentoring junior staff, managing service delivery KPIs, and providing executive-level support. Adept at improving service desk performance and end-user satisfaction through clear communication, process documentation, and proactive education.

Core Competencies

ITIL-Based Service Desk Leadership

Team Supervision & Mentoring

Ticketing Systems (Remedy, Jira, Zendesk, Service Station, Service Now)

Active Directory & Azure AD Administration

Incident & Escalation Management

Knowledge Base & SOP Documentation

IT Asset Management & Procurement

Executive & VIP Support (White-Glove)

MFA Systems (Okta, RSA, MS Authenticator)

Remote & Onsite Workforce Support

Professional Experience

Lead Desktop/Workstation Technician

ClickMotive / Dealertrack / Cox Automotive – Dallas, TX

July 2012 – Present

Led Tier 2/3 technical support for 600+ employees in hybrid and remote environments

Supervised and mentored regional desktop support teams; acted as primary escalation point

Managed IT asset lifecycle, procurement, and inventory tracking

Administered AD/Azure accounts and MFA access (RSA, Okta, MS Authenticator)

Supported virtualization infrastructure (VMware/vSphere) and cloud collaboration platforms

Created and distributed monthly "Tech Tips" to enhance self-service support culture

Delivered VIP support to executives and stakeholders during daily ops and trade events

Performed second round Technical interviews for job applicants

Supported a variety of ticketing platforms including Jira, SCSM, Zendesk, Remedy, Trello, Service Now

Desktop Support Technician (Contract Roles)

Technisource at Frontier Disys at Raytheon Buchanan at Mary Kay

2010 – 2012

Provided Tier 1–2 desktop, mobility, and printer support across enterprise environments

Administered user accounts via Active Directory and built system images

Delivered VIP/Executive support and resolved high-priority incidents

Ensured timely incident resolution using HEAT and Remedy ticketing systems

Field Desktop/Workstation Analyst II

Great-West LifeCo – Dallas, TX

Nov 1998 – Dec 2009

Supported 10+ years of stable IT service for a national financial firm

Created SOPs, automated scripts, and training materials to optimize IT operations

Provided full lifecycle support for desktops, imaging, remote access, and mobile devices

Certifications

CompTIA A+ (2018)

Apple Certified Support Professional (2019)

Dell Foundations – Desktop & Laptop PCs (2025)

Technical Toolbox

OS & Platforms: Windows 10/11, macOS, Windows Server, VMware

Tools: Active Directory, Azure AD, Office 365, Box.com

Collaboration: Microsoft Teams, Zoom, BlueJeans, GoToMeeting

Security: Okta Verify, RSA, Microsoft Authenticator

Ticketing: Remedy, Jira, Zendesk, HEAT, Microsoft SCSM, Trello

Recognition & Highlights

Contributor of the Month – Cox Automotive

August 2023, July 2024, January 2025

Honored for consistently resolving escalated issues with professionalism

Recognized for launching impactful end-user education via internal “Tech Tips” series

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