Evan Smith
Deskside Support Analyst
Denver,Coloado
Summary
Dynamic Desktop Support Analyst with a proven track record at Field Nation, achieving a 40% reduction in ticket backlog and enhancing data redundancy by 99%. Skilled in Active Directory and committed to customer service excellence, I excel in driving efficiency and collaboration across teams to deliver outstanding results.
Overview
13
13
years of professional experience
Work History
Desktop Support Analyst
Field Nation
Denver
03.2020 - Current
- Achieved 40% reduction in ticket backlog within weeks of hire.
- Closed 35 tickets daily, maintaining 98% SLA compliance rate.
- Implemented backup strategy, enhancing data redundancy by 99%.
- Improved cross-team collaboration, decreasing resolution times by 35%.
- Managed multiple projects simultaneously, achieving a 30% reduction in timelines.
- Coordinated with vendors to enhance service delivery efficiency.
Desktop Support Specialist
Smart Source
Denver
08.2012 - 03.2020
- Served hundreds of users from executives to general staff expertly.
- Boosted customer service satisfaction by 50%.
- Led innovative technology projects which improved service delivery by 40%.
- Implemented backup services and reduced data loss by 99%.
- Reduced costs and improved service by 40%.
- Completed projects on time and under budget, exceeding client, and management expectations by 50%.
Education
Master of Science - Computer Information Technology, Database technologies, object-oriented programming
Regis University
Denver, CO12-2006
MBA - Business Administration, Finance, Accounting
Regis University
Denver, CO01.2006
Bachelors - Business Administration
Regis University
Denver, CO12-1999
Certificate - Client/Server Technologies, database programming, Oracle, MySQL, PLSQL, SQL
Regis University
Broomfield, CO12-1999
Skills
- Active Directory and Azure AD
- Group policy management
- Network protocols (DHCP, DNS, TCP/IP)
- LAN/WAN configuration
- Windows operating systems (11, 10, 7)
- MacOS and Linux support
- AI tools (ChatGPT, Gemini, Copilot, Perplexity, Midjourney)
- Design software (Canva)
- Service management (ServiceNow, Remedy, Jira)
- ITIL and ITSM practices
- Virtualization technologies (VMware, ESXi)
- Citrix workspace solutions
- Remote desktop protocols (RDP, VPN)
- Device management (JAMF Pro, MS Intune, SCCM)
- Collaboration tools (Zoom, Webex, Microsoft Teams)
- Critical thinking and problem-solving
- Customer service excellence
- OS imaging and MDM systems
References
References available upon request.
Timeline
Desktop Support Analyst
Field Nation
03.2020 - Current
Desktop Support Specialist
Smart Source
08.2012 - 03.2020
Master of Science - Computer Information Technology, Database technologies, object-oriented programming
Regis University
MBA - Business Administration, Finance, Accounting
Regis University
Bachelors - Business Administration
Regis University
Certificate - Client/Server Technologies, database programming, Oracle, MySQL, PLSQL, SQL
Regis University
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