Sanford Mark
Denver,CO
Summary
Accomplished Senior Help Desk Technician at SAIC with extensive expertise in technical troubleshooting and customer service. Proven ability to resolve complex issues efficiently, leveraging skills in Windows OS and Service Now. Recognized for enhancing user satisfaction through effective problem resolution and proactive support strategies. Highly skilled Senior Help Desk Technician with strong background in technical support and customer service. Possess deep understanding of IT infrastructure, software troubleshooting, and network management. Known for problem-solving skills, ability to prioritize tasks under pressure, and commitment to improving user experience. Previous role highlighted significant improvement in end-user satisfaction and decrease in ticket response time.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Help Desk Technician
SAIC
Lakewood, United States
01.2023 - 05.2025
- EITS Service Desk for the DOE for 15K end users
- Responded to and diagnosed problems through discussion with users. Ensured a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
- Responded to telephone calls, email and personnel requests for technical support.
- Documented User issues through the Service Now ticketing system and escalates as required.
- Provided first-tier support to end users for either PC, server, or mainframe applications or hardware.
- Provided first-tier support for all customers via Microsoft Teams, emails, phone calls, and in-person for walk-in customers.
- Provide hardware support and troubleshooting, including changing out hard drives, memory, display adapters and other components.
- Set up customer workstations, including computers, docking stations, monitors, keyboards, and other peripherals.
- Performed regular maintenance tasks such as patching operating systems or installing antivirus software updates.
- Developed comprehensive documentation for processes related to system maintenance and user support.
- Monitored performance of servers and other network devices to ensure optimal functioning of systems.
Desktop Support Specialist
Leidos
Denver, United States
12.2021 - 12.2022
- Demonstrated expertise in IT Enterprise Operations
- Experience with Microsoft Windows OS, version 10
- Experience with Service Now ticketing system
- Basic network troubleshooting skills
- Support GSA federal employees and contractors at the DFC site in Lakewood, CO and supported the entire R08 region, including WY, UT, SD
Senior Desktop Support Technician - GLIC
NTT DATA Services
Westminster, United States
10.2020 - 09.2021
- Executed service delivery (IMAC, Break Fix, Desk Side Support)
- Managed Client Policy & Procedure Guide.
- Coordinated with Client End User on expectations and availability to conduct Managed Client Services.
- Performed troubleshooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations.
Senior Tech Analyst
SAIC
Broomfield, CO
04.2018 - 10.2020
- Health and Human Services (HHS) contract:
- Supported users via various channels such as telephone calls, chat, email, and online.
- Diagnosed, understood, isolated, and resolved a variety of issues dealing with hardware, connectivity, network infrastructure, computer systems, as well as proprietary and commercially available software.
- Supported commercial and customer specific applications and software.
- Supported operating system and internet browser issues.
- Supported desktops, laptops, mobile devices, printers, scanners and other hardware.
- Supported wired and wireless network connections.
Information Technology Technical Support
General Dynamics Information Technology
Broomfield, CO
06.2011 - 03.2015
- Provided IT to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sector with over 24K professionals worldwide.
- Troubleshooter, researched, diagnosed, documented and resolved technical issues surrounding Windows NT, Windows 2000, MS office, Outlook, Internet connectivity, Hardware/Peripherals.
- Proficient with MS Officer Products, Outlook, SMS (Tools), Active Directory, CA Service Desk.
Education
Bachelor of Science (BS) - Chemical Engineering
University of Colorado Boulder
BoulderBachelor of Science (BS) - Electrical and Electronics
University of Colorado Denver
DenverSkills
- Technical troubleshooting assistance
- Network troubleshooting
- Service Now
- Windows OS
- Hardware diagnostics
- Problem resolution
- Customer service
- Documentation management
- System upgrades
- Workstation setup
- Software upgrades
Education Certifications
- University of Colorado Boulder, Bachelor of Science (BS), Chemical Engineering
- University of Colorado Denver, Bachelor of Science (BS), Electrical and Electronics
Certification
- ITIL3/ITIL4 Jan 2022
- HDI SCTL July 2024
Timeline
Senior Help Desk Technician
SAIC
01.2023 - 05.2025
Desktop Support Specialist
Leidos
12.2021 - 12.2022
Senior Desktop Support Technician - GLIC
NTT DATA Services
10.2020 - 09.2021
Senior Tech Analyst
SAIC
04.2018 - 10.2020
Information Technology Technical Support
General Dynamics Information Technology
06.2011 - 03.2015
Bachelor of Science (BS) - Chemical Engineering
University of Colorado Boulder
Bachelor of Science (BS) - Electrical and Electronics
University of Colorado Denver
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