Hi, I’m
Isaiah Evans
Decatur,GA
Summary
Talented IT Analyst and US Navy Veteran with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
5
years of professional experience
1
Certification
Work History
Home Depot
IT Service Desk Analyst
12.2022 - 03.2024
Job overview
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end-users.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
- Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Performed regular reviews of user access rights, minimizing risk posed by insider threats or compromised accounts.
US Navy
IT Specialist
08.2019 - 11.2022
Job overview
- Enhanced system efficiency by implementing and maintaining IT infrastructure upgrades.
- Optimized network performance through regular monitoring and maintenance.
- Reduced downtime by identifying potential issues and resolving them proactively.
- Developed customized software solutions for improved business processes and increased productivity.
- Secured sensitive data by establishing robust cybersecurity measures and protocols.
- Conducted regular system audits to identify vulnerabilities, weaknesses, or deviations from established policies or procedures.
- Monitored systems in operation and quickly troubleshot errors.
Education
Western Governors UniversitySalt Lake City, UT
B4 Academy from Information Technology
01.2023
Southwest Dekalb High SchoolDecatur, GA
High School Diploma
06.2019
Skills
- Remote Support
- Hardware support
- Security awareness
- Network Troubleshooting
- Ticketing system proficiency
- Technical Support
- Customer Service
- Windows Services
- Service Now
- Cyber Ark
- Cisco
- IOS
Accomplishments
- Promoted to Senior Help Desk after 8 months of employment.
- Supervised team of 6 staff members.
- Recipient of individual and departmental awards for providing stellar client service.
- Educated management on how to minimize risk of cybersecurity attacks.
- Trained end users on proper security protocol to minimize cybersecurity attacks.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Affiliations
- US Navy
Certification
- Comptia Security+ Certification - Projected 2024
- Cisco CCNA Certification - Projected 2024
Timeline
IT Service Desk Analyst
Home Depot
12.2022 - 03.2024
IT Specialist
US Navy
08.2019 - 11.2022
Western Governors University
B4 Academy from Information Technology
Southwest Dekalb High School
High School Diploma
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