IT Support Analyst, IT Service Desk Analyst, IT Help Desk Analyst

Professional Summary

IT Infrastructure & End-User Support Leader with 20+ years of experience designing, managing, and optimizing enterprise systems across energy, finance, and healthcare sectors. Proven expertise in ServiceNow, SCCM, and Active Directory environments. Known for driving service excellence, streamlining IT operations, and leading critical infrastructure projects supporting up to 10,000+ users. Recognized for strong interpersonal skills and a deep commitment to delivering solutions that align with business goals.

Core Competencies

Enterprise Tools: ServiceNow (Fulfiller, Knowledge Manager), Office 365, Citrix XenApp, AppSense

Systems & Infrastructure: SCCM 2007/2012, OSD, VMware vSphere, Active Directory, Azure AD, Exchange

Scripting & Automation: PowerShell, VBScript, T-SQL

Project Leadership: Migration Projects, Infrastructure Modernization, IT Vendor Management

Soft Skills: Team Leadership, Cross-Functional Collaboration, Process Optimization

Awards

Employee of the Year, Sadler Clinic (2002)

Professional Experience

Westlake Chemical – IT User Support Analyst II

Houston, TX Mar 2019 – Present

Support 10,000+ employees and contractors via phone, chat, and in person; resolve first-tier issues, achieving high first-call resolution.

Serve as ServiceNow Fulfiller and Knowledge Manager, creating and maintaining 200+ KB articles across departments.

Collaborate with enterprise teams to enhance knowledge workflows and reduce ticket volumes by 15%.

Audimation Services, Inc. – IT Services Manager

Houston, TX Oct 2015 – Mar 2019

Managed internal IT infrastructure and vendor partnerships; led cloud-based services migration and hybrid support model.

Administered Office 365, focusing on SharePoint, Azure AD, and Exchange; improved email delivery and uptime by 20%.

Aligned software development and IT teams to accelerate release cycles and support enterprise growth.

Stewart Title Guaranty Company – Enterprise Desktop Engineer III / Team Lead

Houston, TX Mar 2010 – Jul 2015

Led SCCM migration project (2007 2012) involving 8700+ clients, 3000+ servers, and 50+ distribution points.

Designed enterprise-wide Windows 7 deployment (3500+ systems) with minimal downtime.

Managed Citrix XenApp platform, scaling user base from 200 to 2000+.

Acted as SME for AppSense DesktopNow, improving user desktop personalization and login speed.

Additional Experience

Linn Energy – Systems Administrator II

Houston, TX Jan 2009 – Jun 2009

Supported network infrastructure for corporate offices and data centers.

Conducted system performance analysis and implemented improvements in desktop support.

Researched new technology solutions and collaborated with desktop architects to design scalable enterprise desktop systems.

Optimum Computer Solutions – IT Systems Engineer

The Woodlands, TX Jul 2008 – Jan 2009

Delivered technical and telecom support to clients across Houston.

Documented incident resolution steps and maintained accurate client service records.

The Woodlands Christian Academy – IT Manager

The Woodlands, TX Jan 2005 – Jul 2008

Led all IT operations for a 40-acre K–12 campus, including servers, wireless network, and phone systems.

Trained faculty, staff, and students on hardware/software usage.

Launched a 1:1 Apple MacBook program for high school classrooms to integrate technology in teaching.

Sadler Clinic – Practice Management System Administrator

Conroe, TX Jan 2000 – Dec 2004

Managed PMS and EMR systems across 9 locations, supporting 130+ providers.

Oversaw daily and monthly reporting processes for accounting.

Maintained servers and networks critical to clinical application performance.

Education

BBA, General Business – Sam Houston State University, 2005

AA, Associate of Arts – North Harris Montgomery Community College, 2000

Certifications

ITIL Foundation

Microsoft Certified: Modern Desktop Administrator Associate

ServiceNow Knowledge Administrator

CaseWare IDEA Data Analyst (CIDA)

Endorsements (quotes pulled from LinkedIn profile)

“Kyle can always be counted on—even when everything is going wrong. He's technically sharp and genuinely cares about people.”

— Scott Smith, Sales Engineer, Audimation Services

“Of all the IT professionals I’ve worked with, Kyle stands out. He transformed our department into one I have 100% confidence in.”

— Dennis Mosley, Sales Manager, Audimation Services

“A high performer and quick learner, Kyle consistently helped teammates and improved productivity across the board.”

— Omar Alvarez, IT Technician, R&R Solutions

“Kyle is a take-charge professional who gives 110% to every assignment. His energy and dedication are unmatched.”

— Sue Sinclair, Client

“Beyond his technical skill, Kyle is courteous, patient, and always made time to help teachers and students alike.”

— John Laskowski, Former Robotics/Java Instructor, The Woodlands Christian Academy

Contact this candidate