Summary
Overview
Work History
Education
Skills
Timeline
Generic

Von Funches

Capitol Heights,MD

Summary

Service Desk Analyst with extensive experience at Arnold & Porter, specializing in desktop support and client service. Proficient in troubleshooting smartphone issues and managing ITSM platforms such as ServiceNow. Demonstrates strong task prioritization skills to deliver quick resolutions and improve user satisfaction in high-pressure settings.

Overview

6
6
years of professional experience

Work History

Service Desk Analyst

Arnold & Porter
Washington, District of Columbia
09.2023 - Current
  • Deliver responsive, user-focused support for hardware and software across hybrid environments.
  • Act as the second-level escalation point for IT Help Desk issues, ensuring SLA compliance.
  • Provided deskside and remote support for desktops, laptops, printers, phones, and peripherals.
  • Image, configured, and deployed systems; installed approved software, and conducted routine maintenance.
  • Collaborate with IT teams and external vendors for advanced troubleshooting and escalations.
  • Maintain accurate asset inventory and incident documentation using ITSM tools.
  • Support onboarding and offboarding processes, along with device lifecycle management.
  • Ensure timely resolution and follow-up on all assigned tickets and service requests.

Senior Desktop Support Analyst

Madison Marquette
Washington, DC
08.2022 - 09.2023
  • Responded promptly to work orders, email requests, and phone inquiries.
  • Investigated and resolved user software and hardware issues using advanced desktop support skills.
  • Communicated technical issues to non-technical users with clarity and effectiveness.
  • Imaged laptops and desktops according to Madison Marquette IT standards prior to deployment.
  • Interacted professionally with high-level executives during technical support sessions.

Senior Client Support Analyst

Johns Hopkins Hospital
Baltimore, MD
01.2022 - 07.2023
  • Resolved work orders and provided desktop support while maintaining current processes and documentation.
  • Managed ticketing queue, promptly reporting unassigned tickets to IT manager via email and voicemail.
  • Implemented images for new hardware, collaborating with Systems Engineers for software testing and deployment.
  • Conducted technical evaluations of new desktop hardware and software to ensure compliance with JHH standards.
  • Supported mobile devices, including iPhone/iPads and Android devices, through Enterprise Mobile Management.

Senior Technical Support Analyst

Occam Solutions | NIH
Herndon, VA
07.2019 - 12.2021
  • Installed workstations and peripherals, ensuring optimal functionality and user satisfaction.
  • Updated security patches on workstations to maintain compliance with NIH network standards.
  • Configured remote network access and VPN for teleworkers to facilitate secure connections.
  • Managed user profiles in Active Directory, including additions to membership groups and account recovery tasks.
  • Utilized ServiceNow to manage desktop team queue, ensuring timely ticket assignment.

Education

Bachelor of Arts - Criminal Justice

University of Illinois At Chicago
Chicago, IL
05.2008

Skills

  • Smartphone troubleshooting (iOS and Android)
  • Desktop support expertise
  • Proficient in Windows OS and Microsoft 365
  • Remote support tools (BeyondTrust)
  • ITSM platforms (ServiceNow)
  • Endpoint management (SCCM)
  • Adobe Acrobat and Nuance PDF support
  • Law firm applications (iManage)
  • Modern browser support (Edge, Chrome, Firefox)
  • IP phone and VPN connectivity
  • Wireless connectivity for devices
  • Laptop and desktop maintenance
  • Client service excellence
  • Effective communication skills
  • Task prioritization and time management
  • Professional stakeholder engagement
  • Confidentiality and discretion
  • Flexible work availability
  • Self-motivated and independent work

Timeline

Service Desk Analyst

Arnold & Porter
09.2023 - Current

Senior Desktop Support Analyst

Madison Marquette
08.2022 - 09.2023

Senior Client Support Analyst

Johns Hopkins Hospital
01.2022 - 07.2023

Senior Technical Support Analyst

Occam Solutions | NIH
07.2019 - 12.2021

Bachelor of Arts - Criminal Justice

University of Illinois At Chicago

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