Zachary VonDeylen
Brownsburg
Summary
Computer technology graduate from Ball State University and experienced L2 Service Desk Analyst for the City of Indianapolis. Skilled in troubleshooting computer hardware and software issues in customer-focused environments. Seeking a job opportunity to apply IT knowledge and contribute to a team's goal achievement in a challenging environment.
Overview
6
6
years of professional experience
Work History
L2 Service Desk Analyst
Bell Techlogix
12.2022 - Current
- Facilitated ticket escalation and comprehensive documentation in ServiceNow by collaborating with team members.
- Administered user accounts, including creations, modifications, and terminations in Active Directory, ensuring compliance with company policy.
- Executed software deployment and management via Microsoft Endpoint Configuration Manager, ensuring seamless installations and updates on user systems.
- Conducted training sessions for new team members, utilizing in-depth knowledge of service desk applications and technology to enhance team performance and efficiency.
- Utilized ServiceNow to create and resolve over 3000 support tickets monthly with our team ensuring high customer satisfaction for every interaction.
L1 Service Desk Analyst
Bell Techlogix
08.2020 - 12.2022
- Created and documented tickets in ServiceNow related to issues and requests from users and departments.
- Worked with end users to troubleshoot issues with computers, network, phones, and applications.
- Used chat, phone, and email to support end users with technical issues.
- Used remote access software to remote into user devices and troubleshoot technical issues.
Cyber Security Intern
CNO Financial Group
06.2019 - 07.2019
- Worked on research and documentation for CNO's new Identity Management solution.
- Contributed to team’s understanding of new Identity Management solution by compiling detailed reports on API integrations.
- Began work on implementing Sailpoint solution for user provisioning and permissions setup.
Education
Bachelor's - Computer Technology
Ball State University
Muncie, IN05.2020
Associate - Business Administration
Ball State University
Muncie, IN05.2020
Associate - Computer Science
Ball State University
Muncie, IN05.2020
Skills
- Information security
- Ticketing systems
- Network troubleshooting
- Help desk software
- Technical support
- Software installation
- Virtualization technologies
- Object-oriented programming
- Linux environment
- Scripting languages
- Server management
- Active directory
Timeline
L2 Service Desk Analyst
Bell Techlogix
12.2022 - Current
L1 Service Desk Analyst
Bell Techlogix
08.2020 - 12.2022
Cyber Security Intern
CNO Financial Group
06.2019 - 07.2019
Associate - Business Administration
Ball State University
Associate - Computer Science
Ball State University
Bachelor's - Computer Technology
Ball State University
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