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Service Desk Analyst Resume

Washington, DC


  • Information Technology Management Professional
  • Dedicated, skilled Information Technology Management Professional with more than 20 years of combined experience in delivering high quality technical support for diverse organizations and clients. Adept in operational leadership, customer service, network security, requirements planning, and user assistance.
  • Excels at effectively providing support, ensuring security, and serving as a technical leader representative of the industry’s best practices. Optimistic problem - solver with success in aligning business and technical vision in order to initiate, implement, and improve innovative business technology solutions within the Financial, Education, Television, Airline, Venture Capital, and Construction industries.


  • Technical Leadership
  • Systems Deployment & Infrastructure
  • Cross-Functional Collaboration
  • IT Departmental Procedures & Protocols
  • Staff Mentorship & Development
  • Technology & Service Standards Technology
  • Innovation Staff Training Design & Delivery


Platforms: Windows 20010/2007/2003/2000 Server/Vista/XP/7, Mac OS X

Database: Oracle 9i, MS Access 2010

Applications: Microsoft Exchange 2008/2003, Microsoft Office 365, 2016, 2013, 2010, Microsoft Project, Microsoft Visio, SharePoint 2007, FileMaker Pro, Adobe Acrobat Pro, Adobe Creative Cloud, Microsoft Access, ENPS

Issue tracking: Cherwell Service Management, Heat, Track-IT, and Epicor

Networking: Microsoft Active Directory, TCP/IP, DHCP, DNS, LanSweeper

Hardware: IBM, Dell, Compaq, Hewlett Packard, Macintosh, iPad, iPhone, Blackberry, Android

Virtual: VMware vSphere 6, Unidesk Management Console 2.1


Confidential, Washington, DC

Service Desk Analyst


  • Provide technical support for Mac OS X, Windows 10/7 systems in a fast paced news organization.
  • Provide remote technical support to reporters and videographers.
  • Ensured alignment within SLA agreements through meticulous documentation of problems.
  • Responsible for data backup and restore using Atempo Time Navigator
  • Determined IT hardware and software requirements and make purchasing decisions.
  • Responsible for IT Project Plan for CBN News at Republican/Democratic National Conventions.
  • Brought existing technical documentation up to date.
  • Developed IT Operations guide for Washington DC office.
  • Responsible for preparing IT Capital and Operating budgets for DC office.

Confidential, Washington, DC

Information Systems Analyst


  • Successfully oversaw the establishment, assessment, and refinement of strategies to refine staff efficiency and minimize customer response time, and maintained oversight of IT asset management.
  • Guided first-level technical staff in identifying and resolving issues.
  • Administered virtual machines and application layers with VMware vSphere and the UniDesk console.
  • Ensured alignment within SLA agreements through meticulous documentation of problems.
  • Produced an IT Infrastructure orientation guide that aided new employees in understanding the Council’s Information Technology systems.
  • Introduced and implemented escalation procedures and standard operating procedures to assist the Service Desk in routing requests.
  • Served as the internal lead for identifying the ideal resolution for complex technical matters.
  • Designed and delivered customer training classes that addressed key customer concerns.
  • Performed software testing according to provided test cases, documented results.
  • Conducted in-depth evaluation of hardware and software in order to make recommendations to the senior management team.


Deputy Manager, Command Information Center


  • Effectively led the organization of Operational Information Technology units associated with the escalation and resolution of critical system issues for networks consisting of 10,000+ users.
  • Responsible for incident and problem resolution processes, and redirected resources when necessary to address incident or problem.
  • Used NetCool combined with Net IQ and HP Open View to track networks.
  • Provided daily project status reports to key internal stakeholders.
  • Conceptualized and launched an Incident Tracking database utilizing Microsoft Access, which led to improved staff performance and communication.
  • Created Information Technology department procedures and protocols specifically for Confidential clients.

System Administrator

Confidential, Dulles, Va


  • Implementing Effective Collaboration with Microsoft SharePoint 2007

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