Service Desk Analyst
Open To Work
Lamonte Brown
Athena Technology
McDonough,GA
Work Preference
Job Search Status:
Open to work
Desired Job Title
Help Desk Support SpecialistService Desk AnalystService Desk TechnicianIT Technical Support SpecialistIT Service Desk Analyst
Work Type
Full TimePart TimeContract WorkConsulting
Minimum Desired Compensation
$83000/yr
1
Language
17
years of professional experience
Infrastructure professional well-versed in maintaining and optimizing IT systems to ensure smooth operations. Known for collaborative teamwork, driving efficiency, and adaptability to changing technological needs. Focuses on system troubleshooting, network management, and delivering high-quality results.
Work History
Lead Infrastructure Technician
1 Year- Delivered Tier 2/3 infrastructure and field IT support across 52 regional facilities in South and Southeast United States, managing frequent travel and in-person technical service.
- Executed break/fix and lifecycle support for desktops, mini desktops, laptops, wireless access points, nursing stations, printers, and endpoint equipment.
- Perform break/fix and lifecycle support for desktops, mini desktops, laptops, wireless access points, nursing stations, printers, and related endpoint equipment.
- Led PC upgrades from Windows 10 to Windows 11 and supported Active Directory administration and user access requirements.
Helpdesk Technician
2 Years 3 Months- Delivered Tier 2/3 remote and on-site technical support for laptop deployments, PC configuration, endpoint troubleshooting, and user issues, enhancing user experience and satisfaction.
- Administered Active Directory, Microsoft Admin Portal, Mobile Device Management (MDM), and FreshService environments.
- Facilitated mobile device enrollment and authentication with Microsoft Authenticator while supporting BitLocker, LastPass, and CodeTwo, ensuring secure access and compliance.
- Resolved issues with video conferencing devices including Owl, Neat, and Zoom, along with printers and network equipment, improving communication and operational efficiency.
Technology Support Specialist
4 Months- Deployed laptops, configured Citrix Receiver, and supported secure mobile connectivity for end users.
- Utilized IQ Track Plus and ProxyPro for efficient remote troubleshooting and technical support.
- Synced Microsoft 365/O365 services across laptops and mobile devices to ensure secure access using MobileIron and SecureAuth.
Helpdesk Technician III
5 Months- Provided field service support at multiple locations, utilizing ServiceNow for efficient incident management and resolution of tickets.
- Installed and maintained Microsoft 365/O365, Citrix, and various computer peripherals to enhance user experience.
- Managed endpoint configuration and printing solutions while delivering technical support across multiple departments to ensure seamless operations.
IT Support Specialist
2 Years- Supported Microsoft 365/O365 and macOS environments; deployed GoTo Meeting hardware to enhance remote collaboration.
- Installed, configured, and troubleshot internet-based enterprise tools and systems to ensure seamless user access.
- Utilized Service Desk Plus for efficient ticket management for ticket tracking, escalation, and resolution.
Systems Analyst / Service Desk
3 Years 6 Months- Imaged laptops and desktops using SCCM, ensuring seamless integration with Active Directory, Citrix, and Outlook.
- Managed ServiceNow tickets, providing prompt remote and in-person technical support to resolve issues efficiently.
- Oversaw deployment logistics and setup of conference equipment, facilitating smooth operation of end-user technology needs.
IT Consultant
8 Months- Delivered daily Active Directory and SCCM support, McAfee encryption assistance, and helpdesk troubleshooting to ensure seamless IT operations.
- Coordinated hardware lifecycle activities encompassing shipping, imaging, configuration, and deployment to maintain optimal equipment readiness.
- Led infrastructure support initiatives, resolving complex system issues across servers, networks, and endpoints.
- Managed incident and request queues in ticketing platforms, ensuring timely resolution and accurate documentation.
- Collaborated with stakeholders to gather requirements and deliver technology solutions aligned with business needs.
IT Systems Analyst
1 Year 2 Months- Provided technical support for over 200 users in federal environment, ensuring timely resolution of issues.
- Utilized Remedy, MDT, and Active Directory for efficient asset management and seamless workstation configuration.
- Configured VTC systems, supported VoIP communications, and managed multifunction devices (MFDs) and network drives to enhance operational efficiency.
- Executed contract agreements
IT Systems Analyst
6 Months- Configured workstations and phones, resolving hardware, software, and network issues to ensure operational efficiency.
- Installed and configured routers, VoIP systems, and printers to support seamless communication and connectivity.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
IT Technician
1 Year- Managed network and server maintenance, software patching, and remote access including VPN support to ensure system reliability.
- Utilized Kaseya for asset monitoring and endpoint support, resolving tickets to enhance user experience.
- Resolved hardware, software, and connectivity issues for end users, restoring productivity quickly.
- Administered user accounts, permissions, and access controls across core business applications.
- Monitored ticket queues, prioritized incidents, and ensured timely support resolution.
IT Help Desk / Desktop Support I
3 Years 4 Months- Supported national user base with technology deployments, Lotus Notes, BlackBerry devices, and remote support tools to ensure seamless access to critical systems.
- Configured government devices with multi-level security requirements and global tracking tools to enhance data protection and compliance.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Education
Bachelor of Science - Computer Information Systems
Attended August 2008 – January 2011 | Graduation Date: TBD
Skills
Identity
Access & Endpoint Management: Active Directory; Microsoft Intune; Mobile Device Management (MDM); Microsoft Admin Portal; Microsoft Authenticator; MFA; BitLocker; SecureAuth; MobileIron
IT service management
Deployment management
Operating Systems & Cloud: Microsoft 365; Windows 10/11; Microsoft Azure; macOS
Remote support
Network infrastructure
Collaboration tools
Security tools
Hardware management
Onsite Technical Support
Systems Deployment
Technical support
Personal Information
With over 18 years of experience, my skillset expands from tier 1 to tier 3 service desk environments.
Languages
English
Native or Bilingual
Timeline
Lead Infrastructure Technician
Athena Technology
10.2025 - CurrentRead More
Helpdesk Technician
Forge Consulting
07.2023 - 10.2025Read More
Technology Support Specialist
Denton, LLP
02.2023 - 06.2023Read More
Helpdesk Technician III
Clayton County Water Authority
09.2022 - 02.2023Read More
IT Support Specialist
EarthLink
08.2020 - 08.2022Read More
Systems Analyst / Service Desk
Shepherd Center
02.2017 - 08.2020Read More
IT Consultant
Experis
06.2016 - 02.2017Read More
IT Systems Analyst
EPA
04.2015 - 06.2016Read More
IT Systems Analyst
CiDrep
10.2014 - 04.2015Read More
IT Technician
Pershing Yoakley and Associates
06.2013 - 06.2014Read More
IT Help Desk / Desktop Support I
U.S. Fish and Wildlife Service
01.2010 - 05.2013Read More
Clark Atlanta University
Bachelor of Science from Computer Information Systems
Read More