Support Systems Analyst with IT Infrastructure Expertise

Robert W. Dale III

Aurora, CO ***** **************@*****.*** 720-***-****

Professional Summary

Dynamic Support Systems Analyst with extensive experience in IT support, system administration, and technical troubleshooting. Skilled in managing high-volume service requests, resolving complex technical issues, and ensuring seamless system operations across enterprise environments. Proficient in Active Directory, Azure, Citrix, VMware, ServiceNow, SCCM/MECM, iManage, and mobile device management. Recognized for strong problem-solving skills, collaborative teamwork, and a customer-first approach to IT support.

Professional Experience

Morrison & Foerster LLC – Denver, CO

Support Systems Analyst Jan 2021 – Present

- Provide enterprise-level support for desktop, mobile, VPN, and network issues, ensuring minimal downtime for attorneys and staff.

- Manage user accounts across Active Directory, Azure, Exchange, RSA, and Citrix environments.

- Utilize ServiceNow for ticketing, Citrix Director and VMware for user session management, and SCCM/MECM for application deployment.

- Troubleshoot Office 365, Office Suite, Adobe Acrobat Pro, SharePoint, and iManage document management system.

- Hold iManage Certification with hands-on experience supporting attorneys and staff in document creation, storage, and collaboration.

- Support Zoom, MS Teams, and Skype conferencing; assist with office moves and IT deployments.

- Perform global WAN testing and provide post-migration support for Windows 10.

The Phoenix Group (Morrison & Foerster) – Denver, CO

IT Consultant Jul 2019 – Jan 2021

- Delivered remote and onsite technical support to attorneys, partners, and staff across multiple regions.

- Conducted daily WAN testing to validate stability of applications and network connectivity.

- Assisted with document/drive management and managed 24/7 phone support using ServiceNow.

- Collaborated with Tier 3 teams to resolve urgent IT issues.

DB Schenker – Denver, CO

IT Service Desk Analyst Dec 2017 – Jul 2019

- Troubleshot 80+ daily end-user issues via phone and remote desktop support.

- Monitored global network health using SolarWinds, IBM, and IPMonitor, escalating outages as needed.

- Provided application/system support for VPN, SIMS, EMAS, DOORS, and Outlook.

- Partnered with telecom and international vendors to resolve priority global incidents.

Salesforce – Denver, CO

Salesforce Administrator May 2013 – Jul 2016

- Customized Salesforce workflows and reporting for business operations.

- Processed 150+ cases and 100+ calls daily to support case management.

- Prepared monthly client reports and collaborated with management to optimize workflows.

- Supported consumer escalations, working with legal teams on resolutions.

Atkins Nutritionals Inc. – Denver, CO

Technical Support Specialist May 2013 – Jul 2016

- Provided IT support for desktop/mobile devices and application troubleshooting.

- Collaborated with development teams on recurring technical issues.

Education

Community College of Denver – Denver, CO

Associate of Science, Business Technology Management – In Progress (GPA: 3.8)

Technical Skills

• Platforms & Tools: ServiceNow, SCCM/MECM, VMware, Citrix Director, SolarWinds, RSA, Airwatch

• Systems & Networks: Active Directory, Azure, DNS, TCP/IP, LAN/WAN, VPN, Windows, Linux

• Applications: Microsoft Office 365, Office Suite, Adobe Acrobat Pro, SharePoint, Zoom, MS Teams, iManage

• Other: Salesforce Administration, PowerShell, ITIL-based Service Desk Operations

Professional Attributes

- Strong analytical problem-solving and troubleshooting skills.

- Customer-focused with clear and professional communication.

- Agile in fast-paced environments, adaptable to evolving IT needs.

- Committed to continuous learning and professional development.

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