Logan Moriarty
Lead Service Desk Analyst
Canonsburg,PA
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
Work History
Lead Service Desk Analyst
Crown Castle
12.2022 - Current
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders.
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
- Volunteered for role of "Security Champion" for Service Desk team, acting as primary advocate for security and first line of defense for security issues.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Maximized performance by monitoring daily activities and mentoring team members.
IT Help Desk Analyst
Crown Castle
07.2019 - 12.2022
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Enhanced IT support with comprehensive documentation of common issues and resolutions.
- Developed strong working relationships with clients, providing exceptional customer service.
- Trained new team members on company-specific software applications, ensuring seamless integration into the help desk team.
- Maintained detailed records of all help desk interactions, using them to identify trends and recurring issues for further investigation.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Desktop Support Analyst
DICK'S Sporting Goods
12.2018 - 07.2019
- Installed new hardware and software, patched systems, and configured settings.
- Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications, and peripheral equipment.
- Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
- Facilitated smooth hardware rollouts by coordinating with vendors and managing equipment inventory.
Assistant Manager
Penn State Altoona
08.2018 - 12.2018
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
Information Technology Intern
Ritchey Metals Company, Inc.
05.2018 - 08.2018
- Conducted research on emerging technologies to identify opportunities for innovation and improvement within the organization.
- Improved network security by conducting regular vulnerability assessments and implementing necessary updates.
- Evaluated third-party software solutions for integration into existing infrastructure, ensuring compatibility.
- Provided basic end-user troubleshooting and desktop support.
- Developed custom applications tailored to client requirements, resulting in increased customer satisfaction.
IT Support Technician
Penn State Altoona
08.2017 - 05.2018
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
Education
Bachelor of Science - Security And Risk Analysis
The Pennsylvania State University
Altoona, PA 05.2016 - 05.2018
Skills
- Critical Thinking
- Cybersecurity Incident Response
- Security Monitoring
- Incident Management
- Log Analysis
- Cryptography
- Infrastructure Security
- Security Operations
- Incident Response
- IT Service Management
Certification
CompTIA Security+ CE
Timeline
CompTIA Security+ CE
06-2024
ISC2 CC
03-2024
Lead Service Desk Analyst
Crown Castle
12.2022 - Current
IT Help Desk Analyst
Crown Castle
07.2019 - 12.2022
Desktop Support Analyst
DICK'S Sporting Goods
12.2018 - 07.2019
Assistant Manager
Penn State Altoona
08.2018 - 12.2018
Information Technology Intern
Ritchey Metals Company, Inc.
05.2018 - 08.2018
IT Support Technician
Penn State Altoona
08.2017 - 05.2018
Bachelor of Science - Security And Risk Analysis
The Pennsylvania State University
05.2016 - 05.2018