Work Preference
Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Mandy Noble

Columbus,Ohio

Work Preference

Job Search Status

Open to work

Desired Job Title

Configuration Specialist / Tier 2 Technical SupportHelp Desk Specialist / Tier 1 IT SupportSenior IT Support Analyst

Work Type

Full Time

Location Preference

On-SiteHybridRemote
Location: Columbus, Ohio
Open to relocation: No

Important To Me

Work-life balanceHealthcare benefitsWork from home optionPaid time off401k matchPaid sick leavePersonal development programsCareer advancement

Summary

Senior Support Analyst with 20+ years of IT helpdesk, SaaS application support, and IT operations experience. Proven ability to manage high-volume ticket queues, triage incidents, and provide first-contact resolution across IT, user administration, and application support environments. Experienced in user onboarding/offboarding, account provisioning, SaaS troubleshooting, and CRM/ticketing systems. Strong background in SLA-driven support environments requiring accuracy, clear communication, and disciplined escalation. Skilled in remote troubleshooting, knowledge base usage, and AI-assisted support tools to improve resolution speed and accuracy.

Experienced with diagnosing and resolving diverse IT issues, ensuring minimal downtime. Utilizes advanced troubleshooting techniques to maintain system performance and user satisfaction. Track record of effective communication and collaboration within teams to achieve seamless IT support operations.

Overview

1
1
Certification
21
21
years of professional experience

Work History

Senior IT Support Analyst

Sarnova
Dublin, OH
08.2018 - 02.2026
  • Manage high-volume IT and SaaS support queue for 800+ users in SLA-driven environment.
  • Provide Level 1–2 troubleshooting for account access, application errors, software issues, and system performance.
  • Perform user onboarding/offboarding, account setup, and access provisioning across enterprise systems.
  • Triage incoming tickets, prioritize based on impact, and ensure accurate categorization and routing.
  • Troubleshoot SaaS, Microsoft 365, and enterprise applications using remote support tools.
  • Reproduce reported issues and escalate to engineering or vendors with complete documentation.
  • Maintain ticket accuracy, status updates, and clear end-user communication throughout lifecycle.
  • Support knowledge base documentation and AI-assisted troubleshooting workflows.
  • Identify recurring issues and contribute to process improvement initiatives.
  • Provided technical support for software applications and hardware systems, enhancing user productivity.
  • Diagnosed and resolved IT issues efficiently, improving system uptime and user satisfaction.
  • Developed and implemented IT support procedures, improving response times and operational efficiency.

Configuration Specialist / Tier 2 Technical Support

Henry Schein Animal Health
Dublin, OH
10.2015 - 08.2018
  • Provided Tier 2 helpdesk support for enterprise applications and IT systems.
  • Resolved software, hardware, and connectivity issues in ticket-driven environment.
  • Supported user account administration and system access issues.
  • Assisted with Salesforce data updates and order corrections.
  • Investigated and reproduced issues for escalation to engineering teams.
  • Documented troubleshooting steps and resolution procedures.

Help Desk Specialist / Tier 1 IT Support

Henry Schein Animal Health
Dublin, OH
10.2004 - 10.2015
  • Served as first point of contact for IT support via phone, email, and remote tools.
  • Logged, tracked, and resolved incidents in ticketing system while meeting SLA targets.
  • Troubleshot hardware, software, login, and connectivity issues.
  • Escalated complex issues to Tier 2 support with full documentation.
  • Assisted with user onboarding, password resets, and access requests.
  • Provided clear customer communication and status updates.

Education

Associate Degree - Computer Science

Columbus State Community College

Skills

  • Service Desk / Ticketing Operations
  • Incident Triage & Prioritization
  • SLA-Based Support Environments
  • User Onboarding & Offboarding
  • Account Provisioning (Active Directory / Azure AD)
  • Microsoft 365 Support (Teams, SharePoint, OneDrive, Exchange)
  • Technical Troubleshooting (Hardware / Software / Network)
  • Remote Support Tools
  • Issue Reproduction & Escalation
  • Knowledge Base (KCS) Documentation
  • Customer Communication & Support
  • CRM / Ticketing Systems (FreshService / ITSM)
  • Salesforce Data Support (Basic Admin Tasks)
  • Basic Networking (TCP/IP, DNS, VPN)
  • AI-Assisted Troubleshooting
  • Windows 10/11, macOS
  • Microsoft 365 Suite
  • SaaS / Web Applications
  • SSO, MFA
  • FreshService (ITSM)
  • Training and mentoring

Certification

  • ITIL Foundation Certification
  • Microsoft 365 Certified: Endpoint Administrator Associate (In Progress)

Timeline

Senior IT Support Analyst

Sarnova
08.2018 - 02.2026

Configuration Specialist / Tier 2 Technical Support

Henry Schein Animal Health
10.2015 - 08.2018

Help Desk Specialist / Tier 1 IT Support

Henry Schein Animal Health
10.2004 - 10.2015

Associate Degree - Computer Science

Columbus State Community College