Bryan Szczerbinski

  • Service Desk Analyst
  • Monroeville, PA, United States
  • Jan 30, 2018
Full time Information Technology

Personal Summary

January 30, 2018

Bryan Szczerbinski

343 Altaview Drive

Monroeville, PA 15146

(724) 387-8462


To Whom It May Concern,

I am expressing my interest in pursuing a job opportunity within your company.  With my 15+ years of technical experience, I feel that I would make an excellent asset to your company.  Most recently, I have been a service desk analyst & ops specialist for 1,200 Windows users…responding to their inquiries with a 90% first call resolution rate.  As a “first point of contact” for Ketchum, Inc. and Consolidated Data Services, I assisted over 300 employees with immediate, technical support allowing our company to run maximize efficiency.

If you have any questions, need additional information, or to schedule an interview, you may reach me at (724) 387-8462.  Thank you for your consideration.


Bryan Szczerbinski

Work Experience

Application Support Specialist 2
Mar 2017 - Dec 2017 Ketchum, Inc.

Delivered service and support to 300+ employees by providing them with a single point of contact for reporting and resolution of agencies’ technical issue.  Administered and maintained customer support policies, procedures, and standards regarding diagnosing and resolving customer reported incidents.  Fielded e-mail messages from agency customers who were seeking guidance on technical problems.  Successfully investigated, troubleshot, and resolved reported issues in a timely and in an efficient manner; opened, tracked, and closed about 300-400 trouble tickets per month.  Managed user accounts for enterprise-wide software; worked with Local Technical Support, HR, and management to obtain information needed to establish, change, and terminate user accounts as appropriate.  Collaborated with Local Technical Support to resolve software issues and provided coverage for their sites.  Worked with management to draft and post appropriate agency communications for standard IT maintenance and technology emergencies.

Service Desk Analyst & Ops Specialist
Apr 2015 - Feb 2017 Consolidated Data Services

Delivered superior Level 1 support to 1200 Windows users.  Tier 1 Help Desk with support and maintenance of the Help Desk log.  Monitored and quickly responded to Help Desk tickets with 90% first call resolution.  Efficiently managed and documented issue resolution and ticket tracking system.  Managed inventory of desktops, laptops, and printers.  Performed and reviewed backups on computers; managed backup tapes including off-site storage.  Created, managed and removed domain user accounts, maintained email accounts, IT user accounts, SaaS user accounts (e.g., and e-mail distribution lists.  Proficiently provided additional I.T. services as directed.

IT Support & Ops Specialist
Aug 2012 - Apr 2015 Ketchum, Inc.

Duties and responsibilities were identical to Service Desk Analyst & Ops Specialist position listed above.

Operations Supervisor
Jan 1999 - Jul 2012 Ketchum, Inc.

Performed daily and end of month run sheets for time and billing in addition to PeopleSoft projects.  Ordered inventory and processed special requests in accordance with company’s needs.  Monitored all offices’ backups and documents required for S-Box testing.  Updated all manuals and documentation for proper use of computer and software improvements and upgrades.  Managed operators and facility.

Computer Operations
Nov 1996 - Dec 1998 Ketchum, Inc.

Processed jobs requests as they arise.  Checked log files for completion, mounted tapes, and ran system back ups.


Applied Computer Technology Diploma
Sep 1992 - Nov 1996 Rochester Institute of Technology