Open to opportunities

John G

@johng

Message

I am an experienced Service Desk Analyst with 13+ years' IT support.

United States

Message

What I'm looking for

I'm seeking a senior service desk role in a customer-focused IT team where I can optimize incident resolution, improve SLAs, lead endpoint and ticketing initiatives, and contribute to process improvement—remote or hybrid with growth potential.

I am a Service Desk Analyst with 13+ years supporting global insurance, manufacturing, and managed services clients. I deliver reliable Tier 1–2 support, incident management, and user-focused service delivery for large organizations.

I consistently exceeded performance expectations, including a 148.8/150 scorecard average while managing 1,000+ daily calls and 250,000+ annual tickets, and I maintained 94.2% schedule adherence through clear communication and efficient workflows.

I administer remote support and endpoint management using LogMeIn, Microsoft SCCM, and Citrix Director, and I monitor and triage incidents with tools such as SolarWinds, BMC Remedy, SmartIT, and Q360. I also support SaaS platforms including Salesforce, Oracle Analytics Cloud, and Qlik Sense.

I have led projects such as M&A white-glove support, network decommissions, Windows migrations, and QA audits, always focusing on SLA compliance, process improvement, and customer satisfaction. I bring a pragmatic, metrics-driven approach and a commitment to operational excellence.

Experience

Work history, roles, and key accomplishments

Technical Analyst

Gallagher

Jan 2022 - Jan 2025 (3 years)

Provided remote Tier 1–2 support for a global risk management firm, handling 1,000+ daily calls and 250,000+ annual tickets while achieving a 148.8/150 scorecard average. Led M&A white‑glove support, network decommissions, QA audits, and Microsoft 365 investigations to improve service delivery.

SCCM Remedy Incident Management Endpoint management

Service Desk Analyst

PTC

Jan 2016 - Jan 2022 (6 years)

Delivered Tier 1–2 IT support to Fortune 500 manufacturing clients, improving response times and reducing ticket reopen rates through SolarWinds monitoring and prioritization. Managed user access for Salesforce, Oracle Analytics Cloud, and Qlik Sense with security compliance.

Solarwinds Salesforce Oracle Cloud)Qlik Ticketing Systems Remote Support SLA Management

Service Desk Coordinator

Pentair

Jan 2013 - Jan 2016 (3 years)

Led a Windows 7 migration deploying SCCM-imaged devices to replace legacy systems and configured JD Edwards ERP access, coordinating permissions with business units. Coordinated device deployments, inventory management, and regional IT schedules during large-scale rollouts.

SCCM Active Directory Mobile Device Management Deployment Inventory Management User Provisioning

Help Desk Technician

Corporate Technologies

Jan 2009 - Jan 2012 (3 years)

Provided Tier 1–2 technical support for 500+ SMB clients, maintaining Windows Server and Exchange systems and administering Active Directory. Streamlined support workflows by triaging issues and coordinating handoffs to onsite technicians to improve resolution efficiency.