Help Desk Analyst
Resume:
JOSHUA F. LENTZ
Mechanicsburg, PA ***** 717-***-**** *******@*****.*** linkedin.com/in/joshuaflentz
SAP DATA ANALYST DATA SPECIALIST
Data Analyst having advanced from entry-level analyst roles to leadership in high-pressure, deadline-driven environments. Specialize in optimizing ERP systems, streamlining data migration, and enhancing business processes across federal and enterprise landscapes. Adept at troubleshooting, system enhancements, and cross-functional collaboration to align technical solutions with business goals. Experienced in data analytics, securing roles at multiple Fortune 500 companies. Skillfully adapts to rapidly changing project scopes, work independently or in teams, and maintain compliance with stringent government regulations.
• SAP Data Migration & Integration (LSMW, LTMC, IDOC Monitoring)
• ERP Process Optimization (Procurement, Material Management, Warehouse Management)
• Data Governance & Compliance (DoD Standards, Data Security, Master Data Management)
• Technical Proficiency (Microsoft Suite, various SAP modules, Quality Center, ECMS)
• Project Management & Process Improvement
• Cross-Functional Collaboration & Stakeholder Engagement
• Advanced Data Analysis, Reporting & Visualization
• Electronic Data Interchange (EDI)
• System Testing, Documentation & User Training
• Quality Assurance
PROFESSIONAL EXPERIENCE
Expert Contributor 02/2025 – current
SNORKEL AI
• Craft graduate-level questions that became part of a comprehensive question-answer dataset. Questions that required deep domain expertise, complex reasoning, and nuanced understanding – the kind that challenges even the most advanced AI systems.
• Focused on developing high-quality training data to improve AI model accuracy and reliability.
**Support Team Specialists/Help Desk Analyst 11/2021 – 12/2024
Bear Federal – NAVSUP
• Please see secondary resume for a detailed job description.
Data Analyst 06/2023 – 10/2023
HERDT FEDERAL
• Data validation, Data cleaning, Data migration, ensuring seamless integration of SAP systems across federal agencies.
• Automated data validation processes, reducing manual errors and improving reporting accuracy.
• Designed interactive dashboards for real-time monitoring of data quality and system performance.
• Provided SAP end-user training, enhancing system adoption and minimizing operational disruptions.
PROFESSIONAL EXPERIENCE (Continued)
SAP Data Specialist 04/2020 – 04/2023
SYNERGY BUSINESS SOLUTIONS – IBM
• End-to-end SAP data migration, ensuring seamless transitions.
• SAP implementation, developing custom load programs to streamline billing and revenue processes.
• Conducted iDOC monitoring, troubleshooting, and resolution, significantly improving system performance and reducing downtime.
• Data validation scripts, enhancing data integrity and compliance with business standards.
• Implemented SOPs for data lifecycle management, standardizing workflows and improving efficiency.
Data Analyst 11/2016 – 03/2020
ACCENTURE FEDERAL SERVICES
• Played a key role in SAP implementation projects, ensuring system alignment with Material Management (MM), Procure-to-Pay (P2P), and Order-to-Cash (OTC) processes.
• Utilized ABAP programs to enhance SAP data processing and reporting capabilities.
• Data quality initiatives, improving master data accuracy and reducing inconsistencies by 35%.
• Provided strategic process improvement recommendations, optimizing ERP workflows and enhancing productivity.
EDUCATION
Master of Arts, Clinical Psychology, Dual Concentration ANTIOCH UNIVERSITY, Santa Barbara, CA
Bachelor of Arts, Clinical Psychology, Minor: Computer Science WEST VIRGINIA UNIVERSITY, Morgantown, WV
CERTIFICATIONS & ADDITIONAL SKILLS
• SOP Creation
• Process Automation & System Enhancements
• Security & Privacy Compliance (DoD, Federal Regulations, ERP Governance)
• Technical Documentation & End-User Training
• Sustainment
**JOSHUA F. LENTZ
Mechanicsburg, PA 17050 717-***-**** *******@*****.*** linkedin.com/in/joshuaflentz
OBJECTIVE
Motivated and detail-oriented Help Desk Analyst with over 3 years of experience in providing exceptional technical support and customer service. Proficient in troubleshooting hardware and software issues, managing ticketing systems, and supporting users with limited technical knowledge. Seeking to leverage my skills and experience to contribute to a dynamic IT team.
PROFESSIONAL EXPERICNCE
Support Team Specialists/Help Desk Analyst - SAP Data Analyst
Bear Federal - NAVSUP
11/2021 – 12/2024
Delivered technical assistance, support, and advice to end users via phone, ensuring timely resolution of hardware, software, and system issues.
Investigated and diagnosed computer software and hardware problems, utilizing diagnostic tools and following structured procedures.
Communicated effectively with both technical and non-technical users to research issues and provide solutions.
Guided users through diagnostic procedures using remote tools, diagnostic software, and step-by-step instructions.
Created and escalated Remedy trouble tickets to Tier 2 and Tier 3 Service Desk and third-party providers to ensure resolution.
Managed user account passwords, IDs, and security groups through Active Directory.
Coordinated repair services by dispatching and tracking Service Providers to resolve hardware issues.
Maintained up-to-date reference materials (SOPs) and diagnostic aids to enhance problem-solving efficiency.
Ensured adherence to quality standards and delivered high customer satisfaction.
SKILLS
Ticketing & Call Tracking Software: 3+ years of experience with ticketing systems such as HEAT and Remedy. 10+ years in the IT domain working with NAVSUP.
Technical Support: Hardware, software, and system troubleshooting.
Active Directory & Security: User & Security Group administration for Windows environments.
Operating Systems & Office365: Knowledge of Windows 7 and Office 365 Suite, including permissions, sharing, and delegation.
Customer Service & Communication: Excellent written and verbal skills Professional telephone manner.
Resourcefulness & Documentation: Attentive to detail, able to utilize documentation effectively.
Organizational Skills: Strong ability to prioritize and manage multiple tasks efficiently.
Team Collaboration: Proven ability to work well within a team environment as well as individually.
EDUCATION
Master of Arts, Clinical Psychology, Dual Concentration ANTIOCH UNIVERSITY, Santa Barbara, CA
Bachelor of Arts, Clinical Psychology, Minor: Computer Science WEST VIRGINIA UNIVERSITY, Morgantown, WV
ADDITIONAL INFORMATION
Availability for quarterly Saturday work from 8 AM to 12 PM.
Self-motivated and dedicated to providing excellent customer service.
Strong problem - solving skills and a proactive approach to technical issues.
SOP Creation - Technical Documentation & End-User Training
Security & Privacy Compliance (DoD, Federal Regulations, ERP Governance)
Contact this candidate