Professional Resume Template for
Service Desk Engineer
Devon M. Reynolds
Dallas, TX
(214) 555-0147
devon.reynolds@protonmail.com
linkedin.com/in/devon-reynolds | github.com/devonreynolds | devonreynolds.tech
Professional Summary
Process-driven Service Desk Engineer with 6 years of experience resolving complex enterprise IT issues and optimizing service delivery systems. Expert in administrating Active Directory, Microsoft 365, and Jira Service Management to streamline ticketing workflows. Proven track record of managing incident response for organizations with 2,500+ users, reducing average mean time to resolution (MTTR) by 24% and achieving a 98.4% customer satisfaction (CSAT) rating. Adept at automation via PowerShell scripting to eliminate repetitive tasks. Collaborative coordinator who partners with Tier 3 engineering teams to identify root causes and deploy permanent software and hardware fixes.
Work Experience
Service Desk Engineer — Apex Infrastructure Group
Dallas, TX | January 2024 – Present
- Resolved over 2,800 Tier 1 and Tier 2 technical incidents and service requests annually via Jira Service Management, consistently maintaining a 98.6% customer satisfaction (CSAT) rating.
- Automated user onboarding and account creation processes using PowerShell scripts, reducing average provisioning time from 45 minutes to under 5 minutes per user.
- Managed active directory environments and group policies for 3,200 local and remote employees, minimizing unauthorized access incidents to 0% over a 12-month period.
- Authored 45 internal troubleshooting guides and knowledge base articles, enabling self-service resolution for common issues and reducing inbound ticket volume by 18%.
IT Systems Support Specialist — Veridian Cloud Technologies
Fort Worth, TX | June 2020 – December 2023
- Supported a hybrid network infrastructure of 1,500 end-user devices, maintaining 99.9% system availability through proactive hardware monitoring and patch deployment.
- Administered Microsoft 365 licensing, Exchange mailboxes, and SharePoint permissions for 8 distinct business departments, reducing provisioning errors by 32%.
- Troubleshot LAN/WAN connectivity issues, VPN configurations, and VoIP phone setups, resolving 94% of network tickets within the established 4-hour SLA window.
- Coordinated with Tier 3 network administrators to upgrade local office switchboards, reducing localized network downtime by 40% during peak operation hours.
Education
Bachelor of Science in Information Technology
University of North Texas · Denton, TX · 2020
Skills
Active Directory, Microsoft 365, Jira Service Management, ServiceNow, ITSM, PowerShell scripting, Windows Server, macOS administration, DHCP, DNS, TCP/IP networking, VPN configuration, hardware diagnostics, incident management, SLA compliance, customer support
Projects
ITSM Tool Migration
Role: Service Desk Lead Analyst
Tools: ServiceNow, Jira Service Management, Confluence
Led the migration of 4,000 legacy support tickets to Jira Service Management, defining 12 new automated SLA categories and reducing ticket categorization errors by 35%.
Automated Endpoint Deployment
Role: Systems Deployment Coordinator
Tools: Microsoft Intune, PowerShell, Windows Autopilot
Designed a standardized provisioning profile for remote employees, automating the setup of 350+ laptop endpoints and cutting deployment time by 80% per machine.
Certifications
- ITIL 4 Foundation (2021)
- CompTIA Security+ (2023)
- CompTIA Network+ (2022)
Additional information
- Languages: English (Native), Spanish (Conversational)
- Volunteer Work: Provided technical support and hardware setup for local library computer labs (2021-present)
- Availability: 2 weeks notice
Job Market Insights
Market data and opportunities for
Service Desk Engineer
Job Market Insights
$65,000
-
$95,000
Avg:
$78,000
Growth Outlook:
The job market for Service Desk Engineers in the United States remains stable, driven by the continuous integration of cloud-based platforms and hybrid work environments. While basic, repetitive support tasks are increasingly automated using self-service portals and artificial intelligence tools, the demand for skilled Service Desk Engineers who can handle complex system troubleshooting, Active Directory administration, and PowerShell automation remains robust. Employers are prioritizing technicians with security awareness and hybrid skills. Job openings are projected to maintain over 50,500 opportunities annually due to workforce retirements and career advancements.
50,500 annual job openings
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