Customer Service Technical Support

DWAN BRYANT

**** *********** ***** **. ***** Mountain, GA 30087 Phone: 404-***-**** ************@*****.***

SUMMARY OF STRENGTHS

Dynamic, proactive leader with valuable experience delivering exceptional headship in help desk environments. Highly skilled in creating and managing team work processes that boost productivity, enhance excellence in communication and improve the level of service delivery. Able to communicate effectively with both technical and non-technical customers. Well-versed in a variety of common operating systems, applications and hardware with a proven ability to master new tools and technologies quickly.

KEY SKILLS

Cross-Functional Leadership Customer Service / Support Regulatory Compliance

Staff Supervision / Training Process Improvements Conflict Management / Resolution

Performance Management Strategic Planning Spreadsheet Development

TECHNICAL COMPETENCIES

Operating Systems: Windows 7, 8, XP, Vista; MAC OSX

Networking: Subnet Masking, IP Addressing, LAN/WAN, TCP/IP, Routers (Linksys, Cisco,

Belkin, D-Link, Actiontec, GUI Interface, Wireless), AirWatch, Good Mobile

Software: MS Office XP, 2000, 2007, 2010, 2011, 2013 (Word and Outlook), Microsoft

FIM, Altiris, WebEx, ServiceNow Ticketing System

PC/Hardware: DSL Modems, Desktop and Laptop PCs, Tablets, Mobile Devices

PROFESSIONAL EXPERIENCE

Jeppesen/Hexaware – Sandy Springs,Ga January 2015 – Present

Service Desk Lead / Supervisor / SME

Oversee the Service Desk to provide 1st level technical support, and manage new hire onboarding systems

Facilitate the training of new employees, including a 10-member team in remote location, create training materials using Excel, and ensure knowledge management systems and documentation are kept up-to-date

Closely monitor employee metrics and mentor staff to improve the capabilities and usefulness of the Service Desk team

Increased team performance of handling average of 30-40 client emails per day to now resolving 40-60 emails per day

Successfully helped team to keep their average handle time (AHT) under 14 minutes per call

Respond to unsettled or escalated issues from clients and provide effective solutions to ensure they are rectified

Identify areas and methods for improvement and discuss them with senior managers

Manage and create Oracle accounts, as well as demonstrate proficiency with the Oracle R-12 ticketing system

Operate and troubleshoot VPN for Boeing employees

Used advanced Active Directory expertise to create, lock and unlock user accounts

Access the Lightweight Directory Access Protocol (LDAP) to reset user passwords

Perform Microsoft Outlook and Lync account creation, as well as encryption and troubleshooting

ProLogic ITS – Acworth, GA May 2014 – February 2015

Help Desk Support – Tier 2

Managed and trained staff on DL support, troubleshooting and replacement parts

Provided Tier 2 support for all U.S. AT&T and Digital Life Display locations

Performed troubleshooting via phone and e-mail for DL devices and Wi-Fi outages

Worked with business partners to ensure key business initiatives were delivered

Linked with other IT teams to develop supporting technical documents, including a warranty troubleshooting manual

Installed software, Digital Life (DL) apps and updates for Samsung Galaxy phones

Created work orders for Tech on Site and Digital Life equipment replacement

Maintained advanced knowledge of Wi-Fi network configuration to Samsung Galaxy phones and Dell SonicWALL routers, and industry and partner certifications

Utilized multiple ticketing and reporting systems, including FootPrints, AOTS (AT&T One Ticketing System) and NetSuite, for Tier 1 and Tier 2 support

Traveled for onsite troubleshooting and meetings with customers or partners

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DWAN BRYANT PAGE 2

CCH Small Firm Services – Kennesaw, GA November 2013 – May 2014

Customer Service / Software Support Representative

Utilized ghosting application to provide support and resolved technical issues for end users of ATX tax software

Performed software installation and updates via telephone, as well as complex configuration for network users

Installed software for network workstations and submitted bug reports to programmer

Assisted tax preparers with obtaining bank information on file and explained e-files rejected by the IRS

Wipro BPO/Verizon – Atlanta, GA April 2012 – November 2013

Help Desk Analyst / Advanced Technical Support, Tier 1

Offered advanced desktop technical support via telephone and chat applications

Installed and provided troubleshooting for Verizon DSL modems and internet packages; resolved WiFi connectivity issues

Configured MS Outlook email accounts for end users, and multiple static IP addresses for corporate computer stations

Created stations under active directory; added wireless network names and passwords for business end users

Analyzed and determined whether internet connectivity problems were due to Verizon network outages

Performed ticket coding, monitoring, truck roll dispatching, opening and closing

Handled escalated calls requesting or requiring a supervisor

Resolved router and email connectivity portal issues

NEW Corp/DirecTV – Atlanta, GA October 2007 – April 2012

Help Desk Support – Tier 2

Provided advanced desktop support and offered troubleshooting for internal users workstations

Assisted DirecTV employees with virus clean-up, intermittent connections and other internet connectivity issues

Installed and deployed DirecTV software, set up accounts for new hires and performed email configuration

EDUCATION

Computer Science Courses 2005 – 2007

Georgia Perimeter College – Clarkston, GA

Diploma

Stephenson High School – Lithonia, GA

CERTIFICATION

Microsoft Certified Professional (MCP) SharePoint 2013 (Exams 70-331 and 70-332)

6770 Winterberry Ridge Dr. Stone Mountain, GA 30087 Phone: 404-***-**** ************@*****.***

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