Sage Hoepfl
Service Desk Analyst @ VRS | Consulting Employee @ Vaco
- Role
- Service Desk Analyst at Vaco
- Location
- Richmond, VA, US
- LinkedIn followers
- 500 followers
About Sage Hoepfl
I am a VCU graduate with a B.S. in Information Systems from Virginia Commonwealth…
Experience
Service Desk Analyst
May 2024 — Present · Richmond, VA, US
Client: Virginia Retirement SystemPerformed user account management including password resets, account unlocks using Active DirectoryKey contributor to a successful Windows 11 laptop refresh project, involved in deployment planning, updating equipment, and end-user support during migrationManaged IT procurement tasks, including vendor coordination and hardware/software orderingTrained and mentored two new Service Desk Analysts; developed a comprehensive training guide to streamline onboarding for future associatesLed onboarding support for new hires which included instantiating the onboarding process and provide support if needed after deployProvided technical support to end-users via phone, email, and Bomgar remote support, troubleshooting a wide range of issues including Wi-Fi connectivity, hardware performance, and software errorsCreated and maintained an internal knowledge base, authoring clear and up-to-date documentation and troubleshooting guides to support both IT staff and end usersProvided hands-on support for Windows 10 and Windows 11 systems, including system configuration, updates, and troubleshootingExperienced in using Zscaler VPN for secure remote access and Okta Verify for identity and security managementUtilized Cherwell Service Management to log, track, and resolve incidents and service requests, ensuring timely and efficient support
Education
Northern Virginia Community College
Associate of Science - AS, Business Administration and Management, General
2019 — 2021
Virginia Commonwealth University
Bachelor's degree, Information Systems
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