Dejah Williams
Bloomfield
Summary
Dynamic, proactive, and client-focused Service Desk Analyst with over five years of experience in IT support and customer service. Recognized for delivering exceptional customer service, teamwork, and providing quick resolutions while adapting to unexpected challenges.
Overview
6
6
years of professional experience
Work History
Service Desk Analyst II
Dyopath - Douglas Elliman
02.2025 - Current
- Provided onsite and remote resolution for complex hardware, software, and network issues using industry standard tools such as Remote Desktop, Ring Central, Helix, and several internal applications.
- Managed accounts (Active Directory/Office 365), assets, and support MDM tools (Azure Hybrid, MFA, JAMF) to ensure operational efficiency, compliance, and data protection.
- Delivered tailored and premier IT assistance to executives and VIP agents, ensuring swift resolutions and discretion for time-sensitive issues.
- Collaborated with a global IT team and coordinated with Tier III/external vendors to escalate issues, share knowledge, and maintain seamless operations with minimal downtime.
Service Desk Analyst II
Piscataway Public Library
Piscataway
08.2021 - Current
- Provided Tier 2 support for resolving complex technical issues involving both hardware and software, enhancing system uptime and user satisfaction.
- Worked closely with the Technology department to troubleshoot, update, and maintain library IT infrastructure.
- Managed user accounts, ensuring data integrity and privacy compliance within the library database.
- Delivered exceptional service by addressing technical and service-related inquiries efficiently and professionally.
Service Desk Analyst I
Piscataway Public Library
Piscataway
12.2019 - 08.2021
- Offered front-line IT support for hardware and software issues, achieving high first-contact resolution rates.
- Provided first-level support, including password resets, MFA resets, and troubleshooting connectivity issues, ensuring prompt resolution.
- Assisted patrons with software installations and updates, improving their access to digital resources.
- Handled technical inquiries efficiently, enhancing user satisfaction and reducing wait times.
Education
AAS - Computer Science
Middlesex County College
Technical School -
Middlesex Vocational & Technical School
Skills
- Azure
- Hardware troubleshooting
- Software installation
- Active Directory
- BMC Helix
- LAPS
- MacOS
- Microsoft Teams
- Office 365
- Remote Desktop Services
- TeamViewer
- Windows 7/10/11
- Microsoft Intune
- JAMF Pro
- SSO
- MFA
- RingCentral
- Time management
- Customer service
- Data protection compliance
- IT asset management
- Network troubleshooting
Timeline
Service Desk Analyst II
Dyopath - Douglas Elliman
02.2025 - Current
Service Desk Analyst II
Piscataway Public Library
08.2021 - Current
Service Desk Analyst I
Piscataway Public Library
12.2019 - 08.2021
AAS - Computer Science
Middlesex County College
Technical School -
Middlesex Vocational & Technical School
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