A'shawn Simmons
Atlanta
Summary
Solutions-focused IT Service Desk Analyst known for productivity and efficiency in task completion. Possess specialized skills in incident management, problem-solving, and technical support. Excel in communication, teamwork, and adaptability, ensuring high levels of customer satisfaction and resolution effectiveness.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
Morgan Stanely
Alpharetta
05.2024 - 12.2025
- Provide Tier 2 technical support for HQ users, including executive and VIP leadership.
- Troubleshoot hardware, software, and end-user technology issues in Windows and macOS environments.
- Support Microsoft 365, Azure Entra ID (Azure AD), and Microsoft Intune / Endpoint Manager.
- Assist with mobile device management, MFA, and endpoint security.
- Support laptops, peripherals, printers, scanners, conference room AV, and mobile devices.
- Document incidents and resolutions accurately in the service desk ticketing system. (Service Now) Resolving 15-20 tickets daily
- Regularly updates ticket statuses and provides clear and concise notes for effective communication and collaboration.
- Conducts a thorough review of assigned tickets for the next day before the end of the current shift to prepare effectively.
IT Specialist
Clayton County School System
Jonesboro
08.2023 - 02.2024
- Take the lead in resolving technical issues that require on-site support.
- Manage on-site installation, repairs, and maintenance for workstations, network equipment and peripheral devices.
- Assist with projects on an as-needed basis, collaborating with project teams and Administrators as required.
- Act as the liaison between on-site operations and the remote IT Repair team.
- Regularly updates ticket statuses and provides clear and concise notes for effective communication and collaboration.
- Follows the School's established workflow procedures, including ticket creation, assignment, and resolution processes in IncidentIQ Manage.
IT Support
Caterpillar
Griffin
02.2023 - 08.2023
- Respond to the needs and questions of local area network users; troubleshoot, diagnose, and fix hardware and/or software problems.
- Function as one of the primary help desk resources for end users and escalate issues when needed
- Build, install, and upgrade system hardware and software components as required.
- Set up new user accounts; close out old user accounts.
- Perform preventative maintenance procedures; perform system troubleshooting to isolate and diagnose common system problems within Microsoft Windows PCs.
- Communicate standards for use, operations, and train users on software and equipment usage.
- Document and configure all iPads and iPhones.
- Install, maintain, and upgrade computer workstations and software.
- Maintain asset inventory, additions, deletes, changes Ad-hoc IT projects
Education
Bachelor of Arts - Information And Computer Systems
Full Sail University
Winter Park, FLSkills
- Microsoft 365 / Office 365 administration
- Active Directory (user/group management, GPO)
- Windows and macOS troubleshooting
- ServiceNow, PuTTY, and GUI tools
- Network troubleshooting
- Virtualization (VMware)
- Technical documentation and knowledge base writing
- Cybersecurity fundamentals (MFA)
- SLA management and ticket escalation procedures
- Application support
- Hardware support
- Network diagnostics
Certification
- ID Verification Processes, 06/01/25
- Incident and Problem Management, 05/01/25
- Global Technology Policy, 05/01/25
- Disaster Recovery Training, 03/01/25
- Software Development Lifecycle, 03/01/25
- Assets Disposal General Awareness Training, 08/01/24
Affiliations
Alpha Phi Omega National Service Fraternity, Member, Contributing to community service and leadership development.
Timeline
IT Service Desk Analyst
Morgan Stanely
05.2024 - 12.2025
IT Specialist
Clayton County School System
08.2023 - 02.2024
IT Support
Caterpillar
02.2023 - 08.2023
Bachelor of Arts - Information And Computer Systems
Full Sail University