Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic
Jenalyn PIROSCH

Jenalyn PIROSCH

Murfreesboro

Summary

Certified ITIL 4 Foundation professional with hands-on experience in IT service management, specializing in incident management, problem-solving, and service improvement. Skilled in leveraging ITIL principles and ServiceNow to enhance service delivery and provide seamless IT support. Proven ability to troubleshoot computer and access management issues. Committed to adhering to best practices and optimizing processes in fast-paced IT environments.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Service Desk Analyst I

OmniSystems
09.2022 - Current
  • Leveraged ITIL principles to streamline incident and service request management, ensuring timely resolution and escalation of complex issues.
  • Managed and resolved technical issues in alignment with ITIL 4 incident management processes, ensuring strict adherence to Service Level Agreements.
  • Served as the primary contact for internal employees, handling technical support requests via phone, email, and voicemail, while demonstrating strong problem-solving skills, effective time management, and the ability to work independently.
  • Diagnosed and addressed issues across account management, hardware, enterprise software, and network connectivity, documenting incidents in ServiceNow and ensuring accurate categorization and prioritization.
  • Performed password resets and account unlocks using internal tools and PowerShell, following established security protocols and knowledge base articles.
  • Collaborated with Tier 2 and infrastructure teams to resolve escalated issues, enhancing system uptime and minimizing end-user downtime.

Recon Support Agent

Geek Squad
03.2011 - 06.2021
  • Specialized in remote support for computers, home theater, and appliances.
  • Managed on-site repairs, parts orders, and escalations to ensure customer satisfaction.
  • Developed training materials, coached new hires, and conducted audits for compliance.
  • Provided Windows, Mac, and printer support, including virus removal and troubleshooting.
  • Worked independently and collaboratively to enhance customer satisfaction and drive repeat business.
  • Led training, onboarded agents, and managed client paperwork.
  • Streamlined processes for efficiency.

Education

High School Diploma -

Warner Robins
01.2009

Skills

  • ITIL 4 Framework
  • ServiceNow
  • Cherwell Service Management
  • Windows, MacOS
  • Computer Troubleshooting
  • Account Management
  • Remote Desktop
  • Software Center
  • Office 365, OneDrive, Teams
  • AWS EC2 Support
  • Time management
  • Customer Service
  • Appliance and Home Theater Troubleshooting

Websites

Certification

  • ITIL® Foundation Certificate in IT Service Management - December 2024

Timeline

Service Desk Analyst I

OmniSystems
09.2022 - Current

Recon Support Agent

Geek Squad
03.2011 - 06.2021

High School Diploma -

Warner Robins

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Jenalyn PIROSCH