Tone Dibiase
@tonedibiase
I’m an IT support specialist resolving 90%+ issues on first contact and improving user experience.
United StatesWhat I'm looking for
I am an IT support specialist with 5+ years supporting enterprise applications and remote users. I resolve 90%+ of issues on first contact and achieved 98% customer satisfaction while maintaining mobile device compliance with Intune.
I’ve driven a 15% reduction in resolution times, managed 50+ tickets daily using ServiceNow and Remedy, and hold CompTIA Security+. I prioritize clear documentation, empathetic communication, and streamlining support processes to improve end-user experience.
Experience
Work history, roles, and key accomplishments
Help Desk Analyst
Cooley LLP
Aug 2022 - Nov 2024 (2 years 3 months)
Maintained mobile device compliance via Intune and resolved hardware, software, and networking issues within SLA, achieving 98% customer satisfaction. Documented all interactions in ServiceNow and provided first-line support for Microsoft 365, iManage, and Zoom.
Service Desk Analyst
Science Applications International Corporation
Apr 2020 - Aug 2022 (2 years 4 months)
Handled 50+ tickets daily using ServiceNow and Remedy and reduced resolution times by 15% through improved ticket workflows, maintaining a 95% first-call resolution rate. Resolved application and connectivity issues for remote employees and simplified technical explanations for non-technical users.
Sales Consultant
Xfinity
Apr 2017 - Mar 2019 (1 year 11 months)
Exceeded sales targets for 20 consecutive months by aligning services to customer needs and delivered hands-on onboarding for iOS and Android devices. Built strong customer relationships that increased retention.
Education
Degrees, certifications, and relevant coursework
UBUniversity of Alabama at Birmingham
Bachelor of Science, Marketing
Bachelor of Science in Marketing from the University of Alabama at Birmingham focusing on core marketing principles and consumer behavior.
ACAugusta Technical College
Associate of Applied Science, Marketing Management
Associate of Applied Science in Marketing Management from Augusta Technical College.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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