Robert G Wetzel
Dallas,USA
Summary
Skilled Service Desk Analyst with an accounting background who has supported internal and external customers providing excellent customer service skills in a high-volume IT Service Desk in which I successfully evaluate, diagnose, troubleshoot and resolve customer’s computer software and hardware issues. I am experienced with ITIL processes and maintain knowledge of current IT technologies.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Service Desk Support Analyst
CSC/DXC
04.2010 - 09.2025
- Support provided to:: General Dynamics -Electric Boat, -Land Systems, -Bath Iron Works -, RTX Corporation (Raytheon Technologies and legacy United Technologies Corp., Eaton Corp., WEX, Inc. and TSA Service Desk.
- Documented incoming phone calls, chat sessions and emails via ServiceNow and Remedy ticketing systems
- Provided basic computer troubleshooting for printer issues, networking, Microsoft Office 365, remote access, Windows issues and other application issues
- Security Administration for Active Directory and other application systems
- Setup of mobile devices (android and iPhone smartphones and tablets)
- Resolved issues or routed tickets to Tier 2/3 support teams when needed
- Monitored calls of service desk agents to ensure they were providing extraordinary customer service to the TSA. Verified agents supported users with the installation of hardware, software and networking components to meet personal computer needs. Graded agents on correctly using the provided processes and documentation of troubleshooting. Coached and documented feedback to agents
Education
Bachelor of Science - General Business
Tiffin University
Tiffin, OHSkills
- IT Service Desk technical support for computer hardware and software
- Microsoft Windows 10 and 11
- Microsoft Office 365 (Outlook, Word, Excel, Access, Powerpoint, Teams and OneDrive)
- Networking tasks including Remote Access, VPN, firewall and LAN troubleshooting
- Security Administration
- Documentation of technical procedures
- Mobile device support
- ServiceNow, Remedy and JIRA
Certification
- Information Technology Infrastructure Library (ITIL Foundation v3)
- IBM Certified Professional for Lotus Software
- IBM Certified Associate System Administration
- SMU – Computer Networking Technologies
- LeaderQuest – Computer User Support Specialist (ITIL, CompTIA A+, Network+, Security+)
Timeline
Service Desk Support Analyst
CSC/DXC
04.2010 - 09.2025
Bachelor of Science - General Business
Tiffin University