Loogens Dorval, IT Help Desk

District Heights, United States, 240-***-****, ad3wmb@r.postjobfree.com

SKILLS

Active Directory Video Teleconferencing Android, IOS Windows 10 & 11 Software Installation Microsoft Office Suite Internet Explorer Dameware Safari, Firefox, Google Chrome, Data Network Fundamentals Cisco AnyConnect Remote Desktop McAfee Drive Encryption Service Now

EMPLOYMENT HISTORY

Mr. Cool Soundz, Silver Spring • MD Dec 2021 – Present Field Technician

• Troubleshoot networking, Wi-Fi, desktop/laptop computers, printers, peripherals and video systems.

• Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users

• Installed and maintained workstations

• Performed quality assurance checks on computers

• Troubleshot videoteleconferencing hardware

• Performed data migrations

• Implemented and tested new technology

Sunrise Senior Living, Bethesda • MD Sep 2015 - Present Lead Cook

• Prepared and cooked food according to standard recipes and guest specifications, ensuring high-quality production.

• Oversaw food preparation and kitchen staff, ensuring adherence to quality standards and timely production.

• Inspected and selected high-quality food items for use in menu items, ensuring customer satisfaction.

• Maintained proper storage and portion control of ingredients to minimize waste and maximize efficiency.

• Ensured cleanliness and functionality of kitchen equipment and working areas, following health department regulations.

NetKB, Germantown –Maryland May 2014 – Dec 2016

Help Desk Analyst

• Troubleshoot and direct calls to correct help desk

• Create ticket with Web services such as BMC Remedy and Service-Now

• Help desk analysts perform first-level diagnosis and troubleshooting support to end-users and customers.

• Working under minimal supervision, help desk analysts receive calls and inquiries; provide support in accordance with established processes and document incidents and remedies.

• Escalate complex incidents to second-level support personnel.

• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

• Provide stats for the weekly Service Desk report on call trends

• To maintain a high degree of customer service for all support queries and adhere to all service management principles

EDUCATION

Oct 2003 — Dec 2005 Computer Networks, Gibbs College Vienna,VA LANGUAGES English Highly proficient Haitian Creole Native speaker Awards and Recognition

• Team Member of the Month Award, January 2008: Recognized for exceptional performance and dedication as a line cook, demonstrating outstanding culinary skills and teamwork.

• Annual Heart of the House Awards, 2013-2015: Consistently acknowledged for contributions to the heart of the house operations, showcasing a strong work ethic, attention to detail, and commitment to maintaining a clean and efficient kitchen.

• Numerous star recognitions for fellow team members, managers, and residents: Demonstrated the ability to work collaboratively and positively impact team dynamics, receiving recognition for outstanding teamwork and support within the work environment.

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