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Garrett riner

@garrett_riner

United States

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What I'm looking for

I’m seeking a customer-facing technical role that blends account management and IT support, lets me solve complex issues, improve processes, and expand cloud/security skills within a collaborative, growth-oriented team.

Dedicated IT Service Desk Analyst with 2+ years of experience supporting large-scale enterprise environments. Strong diagnostic skills and empathetic communication enabled 95% first-contact resolution. Certified in Cybersecurity (ISC2) with foundational expertise in AWS, Azure, and process improvement. Skilled at turning technical knowledge into practical solutions that boost user satisfaction and efficiency.

I hold ISC2 Certified in Cybersecurity and foundational cloud knowledge (Azure Fundamentals, AWS Educate), and I delivered Tier 1 support to 8,000+ users using Ivanti, ServiceNow, Active Directory, and Microsoft 365 while consistently meeting SLA targets.

I built AWS-hosted applications, completed SQL projects, and designed basic vulnerability assessment labs as part of independent training, while contributing to KB improvements that reduced repeat inquiries by 18%.

After a short health-related leave where I focused on certifications and skill growth, I am ready to return to the workforce and apply my blend of technical troubleshooting, customer success, and process improvement to help teams drive efficiency and long-term client loyalty.

Experience

Work history, roles, and key accomplishments

Current

Dasher

Current

DoorDash

Feb 2025 - Present (6 months)

Delivered orders reliably while maintaining high customer satisfaction, managing cash transactions, resolving issues, and sustaining a 4.8+ star rating.

Customer Service Time Management Navigation Communication Problem Solving

Current

Independent IT Projects

Current

Independent Projects

Feb 2025 - Present (6 months)

Built and tested AWS-hosted applications and SQL projects and designed basic vulnerability assessment labs to validate security controls and simulate real-world scenarios.

AWS SQL Vulnerability Assessment Python Linux Virtualization Cloud Security Database Management

IT Service Desk Analyst

National General Insurance Company

Feb 2023 - Aug 2024 (1 year 6 months)

Delivered Tier 1 technical support to 8,000+ users, diagnosing OS, software, network, and access issues while consistently meeting SLA targets; improved internal documentation to reduce repeat inquiries by 18%.

ServiceNow Active Directory Windows PowerShell Troubleshooting Customer Support