Korey Hawkins
Foundation Risk Partners
Kings Mountain,NC
5
years of professional experience
IT Professional with strong technical skills in troubleshooting and administration, complemented by expertise in the software development cycle and data analysis. Experienced in collaborating with development and implementation teams to manage software and policy changes. Proven ability to maintain quality performance under pressure while driving project improvements.
Work History
Service Desk Analyst
3 Months- Resolved technical issues for end-users, enhancing productivity and service quality.
- Provided first-level support through ticketing system, ensuring timely issue resolution.
- Collaborated with IT teams to identify recurring problems and implement solutions.
- Documented troubleshooting processes and knowledge base articles for future reference.
- Monitored system performance metrics, proactively addressing potential disruptions.
Service Desk Analyst Tier 2
2 Years 1 Month- Managed a multi-line ticketing system and web-service by responding to inquiries and triaging tickets to the appropriate departments and personnel.
- Collaborated with development and implementation teams via Teams to resolve open issues.
- Participated in team focused on optimizing and rolling out new software and IT policy changes.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
Service Desk Analyst Tier 2
1 Year- Monitored retail network performance using Meraki software, identifying root issues to enhance system reliability.
- Worked with engineer teams to troubleshoot and identify root causes for technical issues with POS retail end points.
- Used Active Directory to manage user access controls in coordination with ServiceNow service requests.
- Used Active Directory to secure user password resets within the compliance of company security policy.
- Collaborated with engineering teams to troubleshoot and resolve root causes of technical issues affecting POS retail endpoints.
- Coordinated with MSPs and on-site technicians to repair retail and network hardware, ensuring minimal downtime for operations.
Service Desk Analyst Tier 1
1 Year 2 Months- Used Active Directory to secure user password resets within the compliance of company security policy.
- Managed user access controls using Active Directory in coordination with ServiceNow service requests to ensure compliance and security.
- Collaborated with team members and support teams via Slack to efficiently resolve open issues and enhance service quality.
- Authored knowledge base articles to provide clear instructions for common technical issues, improving user support resources.
- Supported deployment of proprietary software on new Macs to ensure functionality.
- Supported deployment of proprietary software on new mobile devices using MobileIron for seamless integration.
Education
Associate of Applied Science - Electrical Engineering
Skills
End-User Support
Technical Support
Basic Troubleshooting
Windows troubleshooting
Network device support
VPN Support
Switch/router support
Equipment Deployment Support
Mobile Device Support
Network Printer Support
Software deployment
ServiceNow
Software Center
TCP/IP DHCP
Citrix Workspace
Workspace One
MobileIron
Active Directory
NOC Support
Meraki MSP
Firewalls
Cisco management
Hardware installation
Application Support
Database Support
Cloud Services
Cisco/Genesys Phone Systems
JAMF
Cat ⅚
Javascript programming
Team Based Projects
User Documentation
User/Client Satisfaction
Performance Metrics
Communication
Active Listening
Performance Metrics
User/Client Satisfaction
User Documentation
Remote technical support
Incident management
Network troubleshooting
Client relationship management
Timeline
Service Desk Analyst
Foundation Risk Partners
10.2025 - 01.2026Read More
Service Desk Analyst Tier 2
Wellstar Health
08.2023 - 09.2025Read More
Service Desk Analyst Tier 2
Apex/Starbucks
08.2022 - 08.2023Read More
Service Desk Analyst Tier 1
Abbvie
06.2021 - 08.2022Read More
ITT Technical Institute - South Charlotte Campus
Associate of Applied Science from Electrical Engineering
Read More