Desired Job Title
Service Desk Support AnalystWork Type
Full TimeContract WorkLocation Preference
On-SiteLocation: Denver, CO, US
Open to relocation: Yes
Open To Work
Hi, I’m
Matthew Hawkins
SR Technology Support Specialist
Denver,CO
Work Preference
Summary
IT Support Analyst with a decade of experience in troubleshooting and user training. Increased ticket resolution efficiency and improved employee technical proficiency driving operational efficiency and enhancing user satisfaction.
Overview
1
A+
11
years of professional experience
Work History
Cardinal HealthDenver, CO
Senior Technology Support Specialist
03.2025 - 05.2026
Job overview
- Install, configure, troubleshoot, and maintain desktop and notebook computers, printers, mobile devices, user accounts, access requests, and related peripherals while delivering user-friendly technical support to non-technical employees.
- Provide application support and software troubleshooting for production users, helping employees complete work efficiently within core systems and prioritizing incident resolution in a fast-paced service desk environment.
- Analyze, document, troubleshoot, and resolve application-related issues while supporting company systems, user workflows, issue tracking, and repeatable support processes.
- Support daily Technical Assistance Center operations by resolving end-user technical issues, monitoring phone and email requests, and meeting service level objectives.
- Contribute to technical solution rollouts through process documentation, training materials, onboarding support, and end-user instruction in alignment with approved standards and procedures.
- Provided technical support for software and hardware issues across departments.
Craig HospitalEnglewood, CO
Senior Technology Support Specialist
05.2022 - 10.2024
Job overview
- Directed daily IT support operations for clinical and administrative end users, resolving incidents across hardware, software, access, devices, and core business applications in a high-acuity environment.
- Implemented ticketing system to enhance issue visibility, prioritization, reporting, and service level performance in support operations.
- Increased ticket resolution efficiency by 30% through workflow optimization.
- Designed and delivered technical training, onboarding support, user guidance, and process documentation to strengthen software adoption and day-to-day end-user effectiveness.
- Raised employee technical proficiency by 40% through targeted application and system training initiatives.
- Partnered with leadership to execute system upgrades, technology rollouts, and process improvements.
- Streamlined asset management processes and inventory control to enhance equipment tracking and achieve 15% annual cost savings.
NPS/DOIDenver, CO
Service Desk Support Analyst
09.2021 - 04.2022
Job overview
- Resolved 95% of support tickets on first contact, exceeding SLA and OLA expectations.
- Diagnosed and resolved complex Windows, software, and hardware issues, escalating unresolved cases.
- Created and maintained knowledge base articles, reducing average resolution time by 20%.
- Supported device deployments, upgrades, and new software installations to ensure smooth transitions for end users.
- Collaborated with IT teams to troubleshoot cross-functional issues and support enterprise rollouts.
- Mentored new team members, facilitating their onboarding and enhancing team knowledge.
AMSI
Technology System Support Specialist
01.2021 - 03.2021
Job overview
- Reduced system downtime by 30% through proactive maintenance and monitoring.
- Installed, configured, and troubleshot desktops, laptops, printers, and peripherals.
- Supported device imaging, account setup, and system configuration.
- Supported device imaging, account setup, and system configuration.
- Documented technical issues and solutions, enhancing future troubleshooting efficiency.
CCRM
System Support Specialist
04.2020 - 09.2020
Job overview
- Supported 210+ users in resolving hardware, software, and application issues to maintain operational efficiency.
- Used SCCM for application deployment, updates, and remote troubleshooting.
- Performed device repairs, upgrades, and maintenance to ensure operational readiness.
- Coordinated vendor relationships for timely equipment repair and replacement.
- Assisted engineering teams in optimizing system performance and managing capacity.
Veterans Administration
Technical Support Specialist
12.2017 - 09.2019
Job overview
- Provided technical support for 1,600+ users via ServiceNow, resolving hardware, software, and network issues.
- Delivered high-quality customer service, improving satisfaction and reducing downtime.
- Collaborated with cross-functional teams to resolve complex technical issues.
- Established a reputation for rapid response and dependable problem resolution, contributing to user confidence.
- Installed and configured operating systems, applications, and peripherals.
- Performed network port resets using basic Cisco commands.
Education
ITT Technical InstituteAurora, CO
Associate of Science from Computer And Information Sciences
12-2014
University Overview
Skills
- Technical support
- Troubleshooting
- Root cause analysis
- ServiceNow
- Remote support tools
- Network troubleshooting
- Device connectivity support
- Hardware support
- Access requests
- Equipment deployment
- Remote support
- In-person support
- Phone support
- Email support
- MS Office applications
- Process documentation
- Knowledge base development
- Repeatable procedures
- Adherence to support standards
- Security-minded support
- Process improvement
- Support case analysis
- System performance evaluation
- Business continuity planning
- Data storage management
- Operational workflow tools
- Support team leadership
- Team training initiatives
- PC systems
- Mobile computer systems
- Windows operating system
- Help desk
- Technical support center
- Service objectives
- Issue prioritization
- Issue tracking
- End-user training
- Network port resets
- Support team leadership
- System performance evaluation
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
- CompTIA A+
- CompTIA Network+ (In Progress)
Accomplishments
Accomplishments
- Trained and led technical support teams of more than 10 support specialists.
- Increased number of resolved job tickets by 30% over previous year.
- Recipient of individual and departmental awards for providing stellar client service.
- Supervised team of 5 staff members.
- Participated in various incentive programs and contests designed to support achievement of production goals.
Timeline
Senior Technology Support Specialist
Cardinal Health
03.2025 - 05.2026
Senior Technology Support Specialist
Craig Hospital
05.2022 - 10.2024
Service Desk Support Analyst
NPS/DOI
09.2021 - 04.2022
Technology System Support Specialist
AMSI
01.2021 - 03.2021
System Support Specialist
CCRM
04.2020 - 09.2020
Technical Support Specialist
Veterans Administration
12.2017 - 09.2019
ITT Technical Institute
Associate of Science from Computer And Information Sciences