Information Technology Support

Dahlia L. Watkins

*** ********** ***, ***** ******, NC 27540 Phone: 919-***-**** Email: ******.*******@*****.***

SUMMARY OF QUALIFICATIONS

• Knowledgeable Information Technology (IT) professional with technical experience and

solid academic background in IT and IT security.

• Skilled in providing customer and end-user help desk support.

• Excellent communicator with strong leadership skills and ability to build cohesive teams.

• Ability to thrive in collaborative and independent work environments.

SKILLS

Operating Systems: Windows 1998/2000/XP/7/8, Server 2003/2008/2012, UNIX/Linux

Technical Support: Installation, Configuration & Troubleshooting of Hardware, Software,

Networks, Protocols (TCP/IP, UDP, HTTPS), Microsoft SQL Server, Microsoft Active Directory,

Documentation and Testing

Languages: Java, PHP, HTML, XML, ASP.NET, SQL Server

Applications: MS Office (Word, Excel, PowerPoint, Outlook, Access), VMware, Shoretel, .NET

Reflector

PROFESSIONAL EXPERIENCE

Junxure, CRM, Raleigh, NC

Technical Support Specialist, 2010 - Present

• Provides interactive and telephone-based technical assistance to support CRM software

utilized by financial advisory companies.

• Serve as Support Lead, responsible for directing a team of 14 to 16 support specialists.

• Serve as Escalation lead, responsible for triaging support issues and escalations to the

Quality Assurance team and Development teams.

• Served as point-of-contact for Integration partners.

• Creating documentation for various knowledge base resources.

• Creating support staff protocol, standard operation procedures (SOPs) and Support

Training plans.

• Provide testing and quality assurance of all products.

• Provides training to new hires.

Security Services of America, Raleigh, NC

Armed Security Officer, 2006 – 2010

• Provided safety and security for clients such as Mechanics and Farmers Bank and Lowes

Food Stores.

• Provided armed protection for client transport of large cash sums.

• Identified suspicious activities and guarded against illegal actions such as violence,

threats, thefts, criminal behavior, and breaches.

• Successfully completed armed officer training.

Marriott Residence Inn, Raleigh, NC

Front Desk Associate, 2005 - 2006

• Performed daily duties including, but not limited to handling telephone communications,

answering inquiries, accepting reservations, delivering customer faxes and authorizing

cash and credit transactions.

• Completed established check-in procedures for arriving guest, using both manual and

computerized methods.

• Trained personnel and new hires.

MILITARY EXPERIENCE

United States Army, Active Duty and Army Reserves, 1998 - 2006

Chemical Operations Specialist, Fort Polk, LA

• Completed Primary Leadership Training

• Promoted to Sergeant within three years

• Supervised seven to fourteen personnel

• Performed quarterly evaluations of managed personnel

• Developed unit training plans for personnel

EDUCATION

Campbell University, RTP, NC

B.S., Information Technology and Security, May 2014

Wake Technical Community College, Raleigh, NC

A.A.S., Information Technology, May 2009

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