Tyrie Odom
IT Operations Specialist
East Orange,NJ
Summary
Help Desk Analyst (Tier 1 & Tier 2) supporting 500+ users across multi-site operations. Delivers first- and second-line troubleshooting for Windows, macOS, Microsoft 365, Active Directory, and Entra ID while keeping 95%+ SLA compliance. Coordinates 10–25 onboarding and offboarding accounts per month, hardware repairs, and knowledge base updates to keep end-user support moving quickly.
Overview
4
4
Certifications
5
5
years of professional experience
Work History
Help Desk Analyst (Tier 1 & Tier 2)
National Tree Company
08.2024 - 10.2025
- Delivered first- and second-line support for 500+ users across 3 sites, maintaining 95%+ SLA compliance.
- Provided in-person floor support on rotation, resolving hardware, software, and workstation issues directly with employees.
- Coordinated hardware repairs, maintenance, and asset replacements for laptops, monitors, docking stations, Zebra scanners, label printers, and Kyocera copy machines across each site with third-party vendors.
- Supported international teams with remote troubleshooting aligned to global service standards.
- Prepared, re-imaged, and configured Dell Latitude laptops and macOS systems for new hires, ensuring full system administration and compatibility.
- Managed user onboarding/offboarding, account provisioning, and access tasks via Active Directory and Entra ID.
- Authored knowledge base articles and SOPs to reduce repeat incidents and improve first-call resolution.
- Assisted with Zoom meeting support, event technology setup, and cross-site communication needs.
IT Project Analyst
Peak Systems
01.2024 - 06.2024
- Supported a 500+ workstation hardware refresh, including imaging, deployment, and asset tracking.
- Collaborated with senior engineers during office migrations and site cutovers, resolving high-impact issues.
- Performed workstation configuration, device setup, and troubleshooting during time-sensitive project windows.
IT Support Technician
Plucky Sweets Food
01.2021 - 12.2023
- Delivered Tier 1 support via portal, chat, and in-person channels for POS systems, desktops, and network equipment.
- Improved network uptime by 25% through proactive maintenance and escalation workflows.
- Supported remote and onsite users with hardware, software, and connectivity troubleshooting.
- Documented recurring issues and contributed to internal knowledge articles.
Education
Internetwork Engineering
Skills
ServiceNow
Jira
Zendesk
Active Directory
Microsoft 365
Windows 11
Microsoft Intune
Entra ID
PowerShell
Windows Server administration
SCCM
Mobile device management
Incident triage
Request fulfillment
Workstation imaging
Knowledge base authoring
SLA compliance
ITIL framework
Printer troubleshooting
Remote support
Change management
User provisioning
Access management
Account lifecycle management
Onboarding support
Offboarding support
Certification
CompTIA A+ Certified
Timeline
Help Desk Analyst (Tier 1 & Tier 2) - 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
PC Age Career Institute - , Internetwork Engineering