Tyrie Odom
East Orange,NJ
Summary
Dedicated IT Support Analyst with over 5 years of experience managing and enhancing large-scale enterprise environments. Expertise in coordinating, troubleshooting, and fulfilling complex service requests through ServiceNow, consistently achieving strict SLA compliance. Proven track record of delivering exceptional customer service and technical resolutions for hardware, software, and mobile devices while collaborating effectively within cross-functional teams. Committed to leveraging technical skills and a customer-centric approach to drive operational excellence and enhance user satisfaction.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior IT Support Analyst
National Tree Company
08.2024 - 10.2025
- Service Level Excellence: Fulfilled incidents and service requests for 500+ users across 3 sites, consistently meeting 95%+ SLA compliance for ticket volume and resolution time.
- Multi-Platform Support: Provided Tier 1/2 technical support for Windows, macOS, and mobile devices, including hardware repair and remote troubleshooting via Zendesk.
- Identity & Access: Managed user lifecycle and provisioning via Microsoft Entra ID, ensuring all activities adhered to organizational security and data handling policies.
- Documentation: Authored detailed knowledge base articles and technical SOPs to improve "first-call resolution" rates for the global support team.
IT Project Analyst
Peak Systems
01.2024 - 06.2024
- Infrastructure Support: Led a hardware refresh for 500+ workstations, ensuring accurate documentation of device IDs and serial numbers in the asset management system.
- Cross-Functional Collaboration: Partnered with senior analysts to resolve high-impact technical problems during site migrations and office deployments.
IT Support Technician
Plucky Sweets Food
01.2021 - 12.2023
- First-Level Response: Responded to customer issues via the service portal and live chat, delivering high-quality support for POS systems and network equipment.
- Quality Standards: Maintained 25% increase in network uptime by following established escalation paths and preventative maintenance workflows.
Education
Internetwork Engineering
PC Age Career Institute
Edison, NJSkills
- ITSM & Support: ServiceNow Expert, Jira, Zendesk, Live Chat Support, Incident & Request Fulfillment
- Systems Administration: Microsoft Entra ID (Azure AD), M365 Administration, Active Directory, Group Policy
- Endpoint Management: Microsoft Intune, Windows OS Deployment, macOS, Mobile Device Management (MDM)
- Networking & Security: VPN Troubleshooting, Basic Networking (DNS/DHCP), MFA & Identity Governance, Defender XDR
- Data backup and recovery
- Hardware support
- Network troubleshooting
- Application installations
- System configuration
- Quality controls
- Security protocols
- Technical support
- Technical analysis
- Web security
- Microsoft windows and office
Websites
Certification
- CompTIA A+ Certified
- Google IT Support Professional Certificate
- Microsoft Security: Compliance, Identity, & Management
- Health Information Technology Fundamentals (Directly relevant to RWJBarnabas)
Strategic Resume Adjustments
- Job Title Alignment: Change your current title from "IT Operations Manager" to Senior IT Support Analyst. This keeps your seniority but matches the "Analyst" language in the job description.
- Highlight ServiceNow: The job description explicitly requires experience with ITSM tools. Move this to the top of your skills list and mention specific ticket workflows.
- Emphasize SLAs & Documentation: The role focuses on "Mean Time to Resolve" and "SLA commitments." I have added specific metrics to your experience bullets to reflect this.
- Add Healthcare Context: Since this is for a healthcare system, I have added a "Compliance & Security" bullet to highlight your understanding of sensitive data handling.
3 Tips to Make Your Application Stand Out
- The "Enthusiastic" Tone: The job overview mentions being "enthusiastic." In your screening call, emphasize how you enjoy helping people solve their technical frustrations.
- Focus on ServiceNow: If you've used ServiceNow specifically to resolve incidents or look up "knowledge articles," mention that during the interview.
- Address the Shift: Since this is a "Day Shift" role with a specific hourly range ($26.25 - $37.07), your experience as a "Lead/Manager" makes you a very strong candidate for the higher end of that pay scale.
Timeline
Senior IT Support Analyst
National Tree Company
08.2024 - 10.2025
IT Project Analyst
Peak Systems
01.2024 - 06.2024
IT Support Technician
Plucky Sweets Food
01.2021 - 12.2023
Internetwork Engineering
PC Age Career Institute