Service Desk Analyst

Scott Harrison, Service Desk Analyst

Hudson Falls, 12839, NY, 518-***-****, ***************@*****.***

SUMMARY Dynamic Service Desk Analyst with over 12 years of experience in IT support, specializing in desktop and remote assistance for users. Proven track record of resolving hardware and software issues, with expertise in Active Directory and Windows environments. Instrumental in enhancing user satisfaction by building strong relationships and proactively addressing technical challenges. Committed to applying comprehensive technical skills and a user-focused approach to support all end-users effectively.

WORK EXPERIENCE

09/2015 – 04/2023

Desktop Support Specialist, Gracenote Queensbury

Provided comprehensive support for over 400 users, addressing hardware, software, network, VPN, PC, Mac, VOIP, disaster recovery, custom software, and a wide range of other technical issues.

Fostered strong relationships with users and management, ensuring effective communication and collaboration.

Proactively engaged with users and managers by initiating early morning walkarounds to identify and resolve potential issues.

Managed user accounts and permissions through Active Directory, facilitating seamless access and security for sensitive information. Delivered remote support from 2020 using Zoho, streamlining user

assistance without physical presence.

08/2012 – 09/2015

JOAT (Jack Of All Trades), Compucom

Schenectady

Served as the primary technical resource for all electronic and technical needs within the organization.

Handled a diverse array of responsibilities including IP clock setups, conference room AV equipment management, desktop support, and networking coordination with engineers and vendors.

Cultivated a collaborative work environment through proactive communication with users and management during early morning interactions.

Programmed RFID cards for employee access, enhancing security measures.

Assisted in establishing connections for PLCs, ensuring operational efficiency in systems.

11/2010 – 07/2012 Tier II Systems Analyst, Consilium1 Niskayuna

Diagnosed technical issues and devised solutions through a ticketing system, focusing on hardware, software, Windows XP, and Windows 7 applications.

Provided support for mobile devices, including BES (Blackberry Enterprise Server), BlackBerry devices, EAS (Exchange Active Sync), iPhones, iPads, and MacBook Air/Pro.

Implemented Safeboot encryption protocols to enhance data security. Executed imaging of PCs utilizing Ghost software, streamlining system setup processes.

Collaborated effectively within a team atmosphere to optimize support performance and service delivery.

Offered both remote and desk-side technical assistance, ensuring users received prompt resolutions.

Supported walk-up technical inquiries at the IT Corner and facilitated conference room AV support.

10/2006 – 11/2010 EDI Helpdesk Coordinator II/Business Systems Analyst, Latham

ValueOptions

Facilitated operations on the EDI Helpdesk, assisting providers with access, functionality, and troubleshooting issues related to 837P and 837I file submissions.

Conducted thorough testing of new system enhancements to ensure improved functionality and user experience.

Escalated complex issues to relevant departments for swift resolution. Developed design specifications for enhancements and bug fixes to optimize system performance.

Provided Level II support to helpdesk associates, addressing clearinghouse-related inquiries effectively.

EDUCATION

1987 – 1990 Middleburg High School Middleburg

Diploma

SKILLS

ServiceNow

Hardware Support

Helpdesk

Software Support

Windows 10

Microsoft Office 2000-2016

Service Desk

Remote IT Support

Custom Software Support

Database design

TCP/IP Networks

Microsoft Server 2000

Microsoft Server 2003

Administration

Data scrubbing

Manipulation

Conversion

Analysis

Desktop Support

Apple Devices Support (Mac, iPhone, etc.)

VPN

MS Active Directory

Communication

IT Support

Troubleshooting

Desktop Environments

Office365

Customer Service

Time Management

Fast Learner

Networking

Work Under Pressure

REFERENCES

Matt Fernicola ****.*********@*******.***

Desktop Support Specialist, Nielsen/Gracenote 518-***-****

John Somnitz ********@******.*** Manager, ValueOptions 518-***-****

Rachel Trombetta ******.*********@******.*** CIO, GE Energy Storage 434-***-****

CERTIFICATES Lenovo 2012

Apple Certified 2012

Dell Service Certified (Laptops and Desktops) 2012

Microsoft MCP (5 out of 7 tests)

IBM Certified Mobile and Desktop

COMPTIA A+ Certified Service Technician

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