Ermir Andrew Gartner
Senior IT Service Desk Administrator @School Employees Retirement System
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WORK HISTORY
Senior IT Service Desk Administrator @School Employees Retirement System
Columbus, OH, US
Provide Tier 2–3 enterprise technical support for 150+ users through the ServiceNowITSM platform.• Resolve complex hardware, software, network, and endpoint incidents whilemaintaining strict SLA targets.• Administer Active Directory including user provisioning, group permissions, andworkstation management.• Coordinate escalation and resolution of high-impact incidents with infrastructure,network, and security teams.• Identify recurring service desk trends and implement root cause solutions to reduceticket volume.• Lead enterprise device lifecycle initiatives including deployment of 50+ laptops andendpoint refresh programs.• Maintain accurate IT asset inventory and support lifecycle management of enterprisedevices.• Develop internal knowledge documentation and user guidance to improve service deskefficiency.• Support organizational security policies and ensure protection of sensitive enterprisedata.
EDUCATION
Western Governors University
Bachelor's Degree, Business/Commerce, General
ABOUT ERMIR ANDREW GARTNER
Senior IT Service Desk Administrator with 10+ years of experience supporting enterpriseand government IT environments. Proven expertise in incident management, endpointadministration, Active Directory, and enterprise service desk operations. Experienced inresolving complex Tier 2–3 incidents, improving SLA performance, reducing recurringissues through root cause analysis, and supporting large-scale device lifecycle anddeployment initiatives. Known for improving service desk efficiency, strengtheningendpoint security, and delivering high-quality technical support across Windows and macOSecosystems.
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