Amber Cosby
IT Service Desk Analyst
Mobile,AL
Summary
Dedicated IT Service Desk Analyst with a proven track record of delivering exceptional technical support and customer service. Expertise in troubleshooting complex technical issues and implementing efficient solutions to minimize user downtime and enhance operational efficiency. Strong communication skills and a collaborative approach contribute to effective problem-solving and the achievement of team objectives. Committed to continuous improvement in user satisfaction and IT service delivery, ensuring seamless operations at all levels.
Overview
15
15
years of professional experience
10
10
Certifications
Work History
Service Desk Analyst
Canfor Southern Pines
Mobile, AL
08.2024 - Current
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Managed and oversee IT Monthly Newsletter.
- Closed on average 200 tickets per month with 5/5 survey score.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
House Manager/Nanny
Multi-Family Households
San Antonio, TX
02.2019 - Current
- Cared for children ages newborn to 10 years old
- Assisted in many necessary parts of childhood education
- Provided tutoring for elementary and middle school students
- Ran errands and provided organization for daily household chores
- Communicated with parents about daily activities and behaviors
- Managed an active calendar of appointments including school and extracurricular activities
Business Owner
Furry Friends
Austin, TX
09.2016 - 02.2019
- Created Pet Care business in 2016
- Performed services such as dog walking, boarding, daily drop ins, nail trims, and baths
- Maintained great customer service reputation providing service to customers in residential homes and senior care facilities
- Managed documentation for business with Microsoft Office and QuickBooks
Veterinary Technician
Koy Animal Clinic
Georgetown, TX
10.2015 - 03.2017
- Collaborated with a team of 4 veterinarians and 8 veterinary technicians to attend to hospitalized pets, dispense vaccines, and inform pet owners about animal care
- Ensured all specimens taken before and after procedures are labeled correctly before documenting all reports and recording data in the software system
- Executed dental tasks such as cleaning and polishing
- Prepared patients for surgery by sterilizing incision sites, accompanied them to the operating room, and covered them with sterile drapes as they waited for the surgeon to begin procedure
- Performed day-to-day clerical functions, such as data entry, bookkeeping, reception, inventory management, and waiting room maintenance
Sales Lead
Best Buy
Fairfield, NJ
10.2010 - 10.2015
- Established strong rapport with customers through active listening techniques, understanding their unique needs and proposing tailored solutions.
- Boosted sales performance by implementing strategic sales plans and effective team management.
- Coached the sales associates in assessing customer needs and right fitting the customer with the total technology solution.
- Assisted manager in motivating fellow employees, keeping them engaged and working as a cohesive team.
Education
Diploma -
East Paulding High School
Dallas, GA01.2010
Skills
Active Directory (AD) & Access Management
Microsoft 365 & Exchange Administration
ServiceNow Ticket Triage & Incident Management
Okta Administration & Single Sign-On (SSO)
Troubleshooting & Technical Support
Help Desk & End-User Support
Software Troubleshooting
JD Edwards (JDE)
Oracle Transportation Management (OTM)
PowerShell
Clear End-User Documentation & Communication
Customer Service & Problem Solving
Bomgar and TeamViewer Remote support
Ticketing system proficiency
Intune
Certification
CompTIA Security+ Certificate SY0-701
Accomplishments
Projects & Key Initiatives
- EAM iPad Rollout – Deployed ~420 iPads across 16 sites; configured via Intune, completed device setup, labeling, and coordinated timely distribution.
- New Site – IT Hardware Setup – Imaged and configured ~30 PCs with standard OS and applications; performed testing, documentation, and onsite deployment for operational readiness.
- Okta MFA Transition – Supported removal of SMS/voice authenticators; collaborated with Cyber Security and Communications teams, created step-by-step user guides, and resolved technical issues to improve adoption.
- NitroPDF License Management – Managed annual license renewal, optimizing usage and reducing costs.
- Windows 11 Upgrade – Led company-wide end-user communications and supported seamless OS upgrade across all business computers.
- IT Monthly Download – Oversaw monthly technology newsletter providing project updates, tips, and IT best practices to enhance user engagement.
Timeline
Service Desk Analyst
Canfor Southern Pines
08.2024 - Current
House Manager/Nanny
Multi-Family Households
02.2019 - Current
Business Owner
Furry Friends
09.2016 - 02.2019
Veterinary Technician
Koy Animal Clinic
10.2015 - 03.2017
Sales Lead
Best Buy
10.2010 - 10.2015
Diploma -
East Paulding High School