Atlanta Metropolitan Area
ITSM Analyst and Tier 2 Enterprise Support Specialist with experience supporting statewide government operations, enterprise HRIS/payroll systems, and high-volume service desk environments. Skilled in incident management, root cause analysis, ITSM workflows, ServiceNow ticketing, knowledge base administration, enterprise application support, and workflow troubleshooting. Experienced supporting Windows 10/11, Office 365, Microsoft Exchange, VPN connectivity, desktop imaging, software deployments, and end-user training across enterprise and government environments. Proven ability to resolve escalated technical issues, improve support processes, and collaborate across technical and operational teams while maintaining SLA compliance. Eligible for U.S. security clearance and seeking roles supporting DoD and federal IT operations. technical development teams.
• Provide enterprise support for statewide agencies supporting HRM, payroll, and enterprise software environments. • Utilize ServiceNow to create, document, escalate, track, and resolve technical incidents following ITIL-aligned workflows. • Troubleshoot complex HRIS, payroll, workflow, and enterprise application issues impacting statewide operations. • Support enterprise software migrations from testing to production environments, including user support and issue resolution. • Develop and maintain knowledge base articles, SOPs, technical documentation, and job aids used across the HRM Help Desk. • Review support tickets and agent documentation for quality assurance, accuracy, policy compliance, and process adherence. • Train and mentor new support staff on troubleshooting procedures, enterprise workflows, and system functionality. • Collaborate with technical teams and stakeholders to resolve escalated incidents, system outages, and operational issues. • Deliver end-user training on HR/payroll systems, usage policies, and workflow procedures. • Assist with workflow analysis and process improvement initiatives to improve ticket resolution efficiency and support consistency.
• Delivered technical support for broadband and voiceband service platforms within high-volume enterprise support environments. • Diagnosed and resolved hardware, software, network, and connectivity issues for enterprise and public-facing users. • Performed troubleshooting involving DNS/DHCP failures, service interruptions, remote connectivity, and application-related issues. • Conducted hardware setup, software deployment, and endpoint configuration activities in accordance with operational requirements. • Escalated unresolved incidents to engineering and operations teams for advanced troubleshooting and resolution. • Authored technical documentation, SOPs, and knowledge base articles to improve troubleshooting efficiency and reduce repeat incidents. • Maintained detailed ticket documentation and ensured compliance with service expectations and operational procedures.
• Provided advanced Tier 2 technical support for Apple customers involving macOS, iOS, account access, hardware, and connectivity issues. • Troubleshot operating system failures, wireless connectivity issues, synchronization problems, and mobile device management concerns. • Maintained SLA compliance while managing secure incident documentation and escalation procedures. • Performed root cause analysis and escalated complex technical issues to Tier 3 engineering teams. • Assisted users with secure installations, account recovery, mobile device support, and compliance-related support procedures. • Delivered high-quality customer service while managing multiple concurrent technical support cases in fast-paced environments.