Service Desk Technician - IT Support Leader with SLA Focus

Christian Nkereuwem John

Orlando, Florida 813-***-**** ********@*****.***

Education

University of Central Florida Dec 2026

Bachelor of Science, Mechanical Engineering, Information Technology Summary

IT Service Desk Agent with solid experience in incident and request management, supporting users across healthcare and security environments. Led a team of 24 service desk agents, achieving SLA targets and streamlining ticket resolution workflows. Proficient in Active Directory, Cherwell, and user support, optimizing processes to boost productivity. Eager to leverage technical expertise to deliver exceptional service as a Service Desk Technician.

Skills

• Technical Skills: ServiceNow, Zendesk, Meraki, xStore, Cherwell, Microsoft Windows, Mac OS, Linux, Active Directory, Incident Management, Microsoft Office Word, Microsoft Office Excel, Microsoft Office PowerPoint, Hardware Support, Software Support, Troubleshooting

• Soft Skills: Strong verbal and written communication skills, Excellent problem-solving and analytical abilities, Customer-focused with a positive and professional demeanor, Ability to work independently and as part of a team, Highly organized and detail-oriented Experiences

Orlando Health Sep 2024 - Present

IT Service Desk Agent

• Assisted team members with Active Directory and EPIC account unlocks and password resets, reducing login downtime and enabling users to resume work quickly

• Managed and resolved IT service requests and incidents through Cherwell Service Management, improving ticket-closure time and maintaining service continuity

• Provided phone support and troubleshot IT issues, guiding users to solutions and increasing first-call resolution rates

• Collaborated with internal teams to resolve escalated technical problems promptly, preventing extended outages and supporting smooth operations

ADT Security Company Mar 2024 - Sep 2024

Technical Support Agent Manager Orlando, FL

• Managed a team of 24 service desk agents using Cherwell and Zendesk to provide technical support for ADT security systems, resulting in faster resolution times and consistent achievement of SLA targets

• Utilized Active Directory to manage user access and permissions, ensuring system security and efficiency.

• Produced and analyzed incidents and request management reports to track team performance and identify areas for improvement.

• Motivated and coached team members to achieve service level agreements (SLAs) and deliver exceptional customer service. UTax Software Feb 2023 - Mar 2024

IT Support Staff / Help Desk Analyst Orlando, FL

• Provided first-line technical support by phone, email, and chat, using the ticketing system to resolve hardware, software, network, and application issues, achieving a 95% first-contact resolution rate

• Managed incident and service request tickets, prioritizing and resolving issues within established SLAs.

• Utilized Active Directory to create, modify, and troubleshoot user accounts, reducing provisioning time by 20% and decreasing password-reset calls

• Generated and reviewed incident and request reports in Excel, monitoring service performance and identifying recurring issues, which led to a process change that cut repeat tickets by 15% Transact Insurance and Management Mar 2021 - Jan 2023 IT Support Staff

• Managed technical and diagnostic inquiries via phone and email, using ServiceNow and troubleshooting skills to resolve hardware, software, and network connectivity issues, resulting in faster resolution times and higher user satisfaction

• Utilized Active Directory to create, modify, and disable user accounts and reset passwords, enabling timely employee access and reducing account-related downtime

• Generated and reviewed incident and request management reports to monitor service performance and ensure timely resolution of issues.

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