Andrew Harris
SOC Analyst Candidate | Security+ • AZ-500 • GFACT • GSEC • GCIH • SIEM • Splunk • Log Triage
- Role
- Helpdesk Technical Support (Clinical Resolution Analyst i) at HTC Global Services
- Location
- Clinton Township, MI, US
- LinkedIn followers
- 500 followers
About Andrew Harris
Cybersecurity professional with hands-on experience in technical support, incident…
Experience
Helpdesk Technical Support (Clinical Resolution Analyst i)
Aug 2024 — Present · Troy, MI, US
Triaged and escalated 15–20 ServiceNow tickets daily across VPN, AD, Citrix, and domain access issues - Resolved over 150+ monthly calls with a 98.5% Quality Assurance accuracy and 99.47% monthly performance rating - Maintained 0% tardiness/absenteeism while supporting two enterprise healthcare environments - Delivered first-contact resolution for clinical users, contributing to a 95%+ first-call success rate - Supported SMEs during major RWJBH outage, capturing asset data and maintaining system logs across 100+ impacted endpoints - Averaged 0:07 post-call documentation wrap time, demonstrating fast and accurate incident handling
Education
Per Scholas
CompTIA A+ & Google IT Support, Computer Technology/Computer Systems Technology
Dorsey College - Roseville Campus
Word Processing and Spreadsheet Appications
SANS Diversity Academy
Information Technology
Clintondale High School
High School Diploma, General Studies
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