Andy Djenge
Nashville,TN
Summary
Customer-focused IT support professional with hands-on experience across desktop support, service desk operations, and identity management. Handles high-volume tickets through voice, chat, email, and ServiceNow while resolving hardware, software, and access issues with strong communication and clear escalation.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Analyst
Optimum
Plano, TX
10.2023 - 10.2026
- Delivered Tier 1 and Tier 2 support across 3,000+ endpoints, resolving hardware/software issues with a 95% SLA compliance rate.
- Managed 1,200+ support tickets annually via voice, email, and chat, achieving a 98% first-contact resolution rate.
- Extracted and examined system logs to identify and resolve application and contact-related issues.
- Automated account provisioning and deprovisioning processes, reducing onboarding time by 60%.
- Conducted remote diagnostics and user training sessions, improving user satisfaction scores by 25% quarter-over quarter.
- Delivered support via voice, chat, and remote tools, ensuring professional communication with clients.
IT Support Specialist
Liberty Software
Grapevine, TX
07.2021 - 10.2023
- Imaged and configured 400+ Windows and macOS devices using enterprise tools, ensuring consistent security policies, RX software compatibility, and seamless user onboarding.
- Resolved 90% of peripheral issues (printers, scanners, monitors, docking stations) within SLA targets, minimizing workflow disruptions and improving ticket closure rates.
- Conducted training for end users on peripheral usage and maintenance, leading to a 30% increase in self-service resolution and reduction in recurring issues.
- Documented configuration for RX software installations and peripheral setups, facilitating quicker troubleshooting and enhancing cross-team knowledge sharing.
IT Support Specialist
Concentrix
Nashville, TN
07.2020 - 07.2021
- Provisioned and deprovisioned user accounts in Active Directory and Entra ID, aligning access with role-based policies and reducing onboarding delays by 40%.
- Installed, configured, tested, and maintained operating systems and application software, enhancing system reliability.
- Validated ticket prioritization, ensuring proactive communication with users throughout issue resolution.
- Analyzed application and contact-related logs, escalating critical issues to specialist teams for resolution.
Education
Bachelor Degree -
Middle Tennessee State University
Murfreesboro, TNSkills
- ServiceNow, Jira, Zendesk
- Ticket management
- Remote troubleshooting
- Active Directory
- Access Control Management
- Documentation & Knowledge Base
- User Satisfaction Analysis
- Incident reporting
- Microsoft Office
- Remote team collaboration
- Multitasking and listening
- Customer Communication
- Knowledge documentation
Certification
- Microsoft Office
- Dale Carnegie
- Citrix
Timeline
Analyst
Optimum
10.2023 - 10.2026
IT Support Specialist
Liberty Software
07.2021 - 10.2023
IT Support Specialist
Concentrix
07.2020 - 07.2021
Bachelor Degree -
Middle Tennessee State University