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I am a results-driven IT professional with 5+ years of progressive experience in help desk and service desk environments, specializing in end-user support, IT service management, and team training. I excel at resolving complex technical issues, streamlining service desk operations, and delivering exceptional customer experiences. I have a proven track record mentoring new team members, improving knowledge bases, and collaborating with cross-functional teams to boost support efficiency. I am eager to leverage my technical expertise and leadership skills as a Junior Service Desk Lead.…I am a results-driven IT professional with 5+ years of progressive experience in help desk and service desk environments, specializing in end-user support, IT service management, and team training. I excel at resolving complex technical issues, streamlining service desk operations, and delivering exceptional customer experiences. I have a proven track record mentoring new team members, improving knowledge bases, and collaborating with cross-functional teams to boost support efficiency. I am eager to leverage my technical expertise and leadership skills as a Junior Service Desk Lead.

Patrick Larue Hanover

Web Developer, Programmer, Front-End Developer

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I am a results-driven IT professional with 5+ years of progressive experience in help desk and service desk environments, specializing in end-user support, IT service management, and team training. I excel at resolving complex technical issues, streamlining service desk operations, and delivering exceptional customer experiences. I have a proven track record mentoring new team members, improving knowledge bases, and collaborating with cross-functional teams to boost support efficiency. I am eager to leverage my technical expertise and leadership skills as a Junior Service Desk Lead.…I am a results-driven IT professional with 5+ years of progressive experience in help desk and service desk environments, specializing in end-user support, IT service management, and team training. I excel at resolving complex technical issues, streamlining service desk operations, and delivering exceptional customer experiences. I have a proven track record mentoring new team members, improving knowledge bases, and collaborating with cross-functional teams to boost support efficiency. I am eager to leverage my technical expertise and leadership skills as a Junior Service Desk Lead.

Available to hire

I am a results-driven IT professional with 5+ years of progressive experience in help desk and service desk environments, specializing in end-user support, IT service management, and team training. I excel at resolving complex technical issues, streamlining service desk operations, and delivering exceptional customer experiences. I have a proven track record mentoring new team members, improving knowledge bases, and collaborating with cross-functional teams to boost support efficiency. I am eager to leverage my technical expertise and leadership skills as a Junior Service Desk Lead.

Skills

Experience Level

Expert

Expert

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Service Desk Specialist at Inserso – DOJ - OJP Contract

November 1, 2024 - Present

Resolved and escalated support tickets using ServiceNow, improving resolution times and customer satisfaction. Trained new hires on JustGrants system processes, enhancing onboarding. Performed Active Directory modifications and Power Apps support to maintain accurate access; selected for advanced IT training within first month. Collaborated with cross-functional IT teams to reduce escalations and boost service efficiency.

Systems Business Analyst at Vitas Health Care

June 1, 2023 - September 30, 2024

Coordinated IT procurement and software licensing for enterprise-wide systems; managed hardware assets for 8,000+ employees. Provided weekly leadership reporting; supported mobile device lifecycle for field staff. Primary liaison for 3rd-party vendors on renewals and license distribution.

Help Desk Analyst at Vitas Health Care

May 1, 2021 - June 30, 2023

Delivered Tier 1–2 support for 7,000+ users across desktop, mobile, and enterprise apps. Administered Active Directory accounts and remotely managed mobile devices with AirWatch. Mentored new service desk hires, maintained knowledge base documentation, and supported IT projects, infrastructure changes, and device refresh initiatives.

Associate Tech Support at Sutherland Global Services

August 1, 2020 - May 31, 2021

Helped 17M+ subscribers by resolving mobile app functionality issues. Managed cases via Salesforce CRM, including payments and account administration.

IT Field Service Technician (Contractor) at Insight Global – Hewlett Packard

January 1, 2019 - January 1, 2020

Installed, repaired, and maintained hardware, desktops, laptops, and printers. Delivered on-site customer support with focus on efficiency and satisfaction.

Inflight Crewmember at JetBlue Airways

March 1, 2016 - June 30, 2018

Led with leadership, conflict resolution, and customer service excellence in high-pressure environments. Served as first escalation point for passenger issues, ensuring safety and satisfaction.