Imalquan P.
IT Help Desk Analyst @AdventHealth
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WORK HISTORY
IT Help Desk Analyst @AdventHealth
US
Troubleshoot and resolve 45–50 IT support tickets daily, including security, password resets, and hardware issues, achieving a 90% resolution rate within 6 minutes while minimizing escalations.Efficiently manage assigned web tickets using ServiceNow, completing 10% more than the team average.Provide detailed documentation and resolution steps within ServiceNow, ensuring clear escalation paths for Tier support.Troubleshoot Windows 10 and 11 hardware and software issues remotely via SCCM_Remote_ToolsAssisted with MFA setup and access troubleshooting for users.
EDUCATION
Valencia College
Associate of Arts
Western Governors University
Bachelor's degree, Cybersecurity & Information Assurance
West Oaks Academy
High School Diploma
ABOUT IMALQUAN P.
I’m an IT and Governance professional with 4+ years of experience supporting enterprise…
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