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Billy Ho

@billyho

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IT Helpdesk Analyst focused on efficient user support and systems administration.

United States

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What I'm looking for

I'm seeking a hybrid or remote IT support or systems administration role to manage endpoints, streamline ticket workflows, and grow into platform administration within a collaborative, process-driven team.

I am an IT Helpdesk Analyst with hands-on experience supporting a global organization of over 5,500 employees, maintaining a 98% user satisfaction rating and routinely closing 45+ tickets weekly through remote troubleshooting and escalation.

I have served as Salesforce Admin for 50+ university programs and administered user access with Active Directory and OneLogin SSO. I monitored and managed 3,000+ devices using JAMF and Intune, performed device imaging/enrollments, and maintained Confluence knowledge base accuracy while triaging issues in JIRA and Salesforce.

I completed four years of coursework in Computer Science and hold CompTIA A+ certification. I bring a detail-oriented, process-driven approach to endpoint management, user support, and platform administration, and I am ready to apply this experience to a collaborative IT team.

Experience

Work history, roles, and key accomplishments

IT Helpdesk Analyst

Oct 2021 - Apr 2025 (3 years 6 months)

Provided IT support for a global company of 5,500+ employees, maintaining a 98% user satisfaction rating and closing 45+ tickets weekly; administered Active Directory and OneLogin SSO and managed 3,000+ devices via Jamf and Intune.

Active Directory Jamf Intune Bomgar OneLogin Salesforce Jira Device Management

IT Technician

University of Mississippi

Nov 2019 - Mar 2020 (4 months)

Diagnosed hardware and managed imaging and repairs for faculty Dell machines, improving asset readiness and routing liquidated hardware to proper inventory channels.

Imaging Dell Hardware Repair Inventory Management

Librarian Assistant

J.D. Williams Library

Jul 2016 - Oct 2018 (2 years 3 months)

Managed patron service queues and trained new hires on Dewey Decimal procedures; coordinated a survey that increased campus partnerships and event hosting.

Customer Service Training Dewey Decimal System Confidentiality Queue Management