ADAM RICKLEFS
Clive,United States
Summary
IT professional with a strong background in Enterprise Architecture and end-user support. Successfully managed escalated support requests and led large-scale deployments, improving IT processes and user satisfaction. Proficient in using tools such as ServiceNow and JIRA to streamline operations and align with business goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Sr. Service Desk Analyst
Med Tech Solutions
Des Moines, Iowa
10.2025 - Current
- Provided technical support for end-users across various software and hardware issues.
- Collaborated with IT teams to implement system updates and maintenance schedules.
- Developed knowledge base articles for common troubleshooting scenarios and solutions.
- Managed escalated support requests, ensuring timely resolution for critical issues.
- Performed troubleshooting on operating systems, hardware components and network connections.
Senior IT Analyst
Cardinal Health
03.2017 - 05.2025
- ServiceNow and JitBit Module updating from initial contact to follow-up with end users.
- Remote, Phone, and In-Person support for over 160 local end users and 1000+ users national wide.
- Oversaw multiple large-scale deployments and upgrades in new facilities involving PC's, Laptops, iOS Devices, Windows Upgrades and Network Hardware
- Troubleshot incident reports, o365 issues, mobile device issues, Authentication and application issues by end-users to schedule system changes and identify permanent solutions. Implement multiple new technologies and applications.
- Support and Management of o365 and exchange accounts, account management in Active Directory
PC Coordinator
Titan Tire Corporation
06.2015 - 04.2017
- Entered data, generated reports, and produced tracking documents from Support Ticket Metrics.
- Audited IT related hardware and materials to support operations.
- Supported 300+ users in a 750,000 SQFT manufacturing facility.
- Resolved end user issues reported through in-house ticket support system. Enhanced and Developed Follow-Up Process.
Information Technology Analyst II
INTL FCStone
08.2012 - 06.2015
- Diagnose and Repair 20+ tickets per day involving hardware and software issues reported by end-user driven Support System.
- Reviewed technical work of consultants and third-party support providers.
- Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
- Participated in internal audits regarding quality management system.
Education
Certificate - CompTIA A+ CompTIA Network+ CompTIA Security +
Des Moines Area Community College
Ankeny, IA07-2000
Skills
- Enterprise Architecture
- ServiceNow, JIRA, JitBit, Fresh Service, Cherwell
- System Administration
- Network Administration
- SQL Management
- Active Directory Management
- SOC initiative and resolutions
- Acronis, Ghost, AutoPilot
- End User Customer Support
- Jenkins and other Software Deployment
- Bomgar, Dameware, Various Remote Tools
- VMware / VSphere
- o365 Administration / Exchange Management
- Azure / Entra Administration
Certification
- CompTIA A+
- CompTIA Network+
- Network Security 1, 2, 3
Accomplishments
Eagle Scout
Timeline
Sr. Service Desk Analyst
Med Tech Solutions
10.2025 - Current
Senior IT Analyst
Cardinal Health
03.2017 - 05.2025
PC Coordinator
Titan Tire Corporation
06.2015 - 04.2017
Information Technology Analyst II
INTL FCStone
08.2012 - 06.2015
Certificate - CompTIA A+ CompTIA Network+ CompTIA Security +
Des Moines Area Community College