Deryk Clement
Summary
Detail oriented Service Desk IT Analyst bringing a strong drive to understand data, optimize systems, and implement impactful changes across client infrastructure. Known for digging into root causes, improving processes, and elevating the overall technical environment.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Nordic Global
04.2024 - Current
- Managed enterprise endpoint infrastructure, including configuration enforcement through tools such as Intune/SCCM, ensuring system stability and security across multiple end devices.
- Maintained a 95%+ QA score by consistently following incident management best practices, accurate ticket documentation, and delivering efficient first-call resolution.
- Created detailed ticket documentation that outlined troubleshooting steps, root cause analysis, and resolutions, enabling Tier 2 teams to quickly understand escalations and ensuring customers received clear updates on issue status and solutions.
- Collaborated with peers by proactively assisting with troubleshooting questions, providing guidance in technical support group chat, and training new service desk agents to enhance team knowledge and efficiency.
- Utilized command-line networking tools (Command Prompt) to diagnose and resolve connectivity issues, performing TCP/IP configuration checks, DNS troubleshooting (ipconfig/nslookup), and VPN connectivity support to quickly restore user network access.
Service Desk Analyst
Bon Secours Mercy
03.2022 - 04.2024
- Led troubleshooting and resolution of hardware, software, network, and account access issues for 30-40 end users daily, improving ticket resolution time with 50%+ first contact resolution through enhanced diagnostic workflows and documentation.
- Administered Active Directory, endpoint management tools, and Office 365 for user provisioning, permissions, device configuration, and security policies, achieving consistently high QA scores through meticulous attention to detail.
- Monitored technical support chat to assist agents with real-time troubleshooting, managed self-service ticket queues, and contributed to Knowledge Base Article updates, enhancing support efficiency and documentation accuracy.
MDM Technician
Mobile Solutions Group
08.2020 - 03.2022
- Implement and administer MDM solutions to manage wireless mobile and endpoint Verizon devices ensuring secure configuration, compliance, and lifecycle management.
- Troubleshoot device enrollment, policy deployment, application distribution, and security posture issues with senior DevOps engineers.
- Was quickly tasked with creating documentation, automation scripts, and standardized processes to streamline device provisioning, strengthen security controls, and support large-scale deployments.
Education
Bachelor of Science - Information Technology
Virginia Commonwealth University
Richmond, VA03-2026
Skills
- Hardware Troubleshooting
- Technical Documentation & KBA management
- Microsoft CoPilot
- Windows/MAC OS Support
- Remote Support Tools
- Incident management
- ServiceNow
- Identity & Access Management resources
- Active Directory
- Network Troubleshooting
- Database management
Certification
AWS Cloud Practitioner
Projects
- Created a hospital management system using Amazon RDS for entries and designs for maximum efficiency.
- Created a presentation for the complete rebranding of a network given restraints and needs for the company.
Timeline
Service Desk Analyst
Nordic Global
04.2024 - Current
Service Desk Analyst
Bon Secours Mercy
03.2022 - 04.2024
MDM Technician
Mobile Solutions Group
08.2020 - 03.2022
Bachelor of Science - Information Technology
Virginia Commonwealth University