Dexter J. Joyner
**** ******* **** ****** Suwanee, GA, 30024 * 678-***-**** * actqr3@r.postjobfree.com
CAREER PROFILE
Solution-oriented Information Technology leader successfully maintaining and implementing high performing teams and establishing processes and procedures while exceeding the end-user experience with an excellent balance between technical competency and managerial skills.
CORE COMPETENCIES
Infrastructure Management ITIL Process Documentation
Disaster Recovery Customer Service Troubleshooting
Training Project Management Crisis Management
RELEVANT WORK EXPEREINCE
Assistant Director of Incident Recovery Management
Ernst & Young Alpharetta, Georgia February 2015 to Present
Validate impact assessments of potential Major Incidents
Coordinate highly critical and time-sensitive technical issues, ensuring restoration activities were carried out with urgency
Chair executive and technical discussions across multiple geographic areas and functional groups
Communicate information about Major Incidents to stakeholders and leadership acting as liaise point for critical infrastructure IT issues
IT System Administrator
Rubicon Global Dunwoody, Georgia July 2014 to March 2015
Oversaw the planning and management of the company's server and storage systems as well as telephone system and manages company-wide upgrade efforts
Anticipated future network needs, identifies proactive solutions to satisfy needs
Provide operational and client level support and provide tangible improvements to best suit the business needs
Oversaw the management of corporate level 1 and level 2 Help Desk activities and resolves escalated issues if necessary
Created an implement IT Security and best practice policies and procedures
Service Desk Analyst III
PCAOB Atlanta, Georgia June 2006 to July 2014
Facilitated all IT training for all Southeast region employees. Provide new hire orientation training and create all training materials
Accountable for identifying staff and process deficiencies, and discuss strategies to improve operations while mentoring staff through our performance reviews and assist in resolving staff weaknesses and expanding strength
As a Project leader on several high level projects, I coordinate or participated in IT Project Kick offs / Discussions, Discovery sessions
Developed strategic plans to enhance the end user technology experience
Updated and developed processes and procedures that resulted in over 90% SLA compliance and efficient incident / task management
Service Desk Analyst II
PCAOB Atlanta, Georgia June 2006 to July 2014
Provided primary IT support and solutions for Southeast Region (consist of 150+ employees) in addition provided remote support for 8 other regional offices
Provided hands on support for various technology systems and applications
Responsible for managing satellite office roll out and configuration. Create and maintain all satellite office set up and coordination information
Responded, analyzed, and prioritized incoming telephone, voice mail, e-mail, and in-person requests for assistance and from users experiencing problems with hardware, software, networking, and other computer-related technologies
Software Support Engineer (Contract)
DataScan Technologies Alpharetta, Georgia March 2006 to July 2006
Developed and executed SQL -PL/SQL statements against Oracle DBMS using SQL*Plus interface and Quest Software’s Toad database management tool
Changed, added, deleted, and updated records via SQL and wholesale software front end
Provided quality software support to end users of the DataScan WMS, CMS, DAS, and DLS suite of software applications
Validated reported issues by shadowing user via Citrix Metaframe connections and/or recreating issues in test or production environment
Help Desk Analyst (Contract)
MACTEC Atlanta, Georgia October 2005 to May 2006
Provided 50% telephone support and 50% hands-on support to users with desktop and laptop issues
Troubleshot and assisted end-users of varied levels with Microsoft office suite (Office 2000, XP and 2003), technical applications, Web-based applications, VPN and other connectivity issues
Troubleshot hardware issues on Dell, IBM and HP products
Configured and setup PC's and laptops using Symantec Ghost and manual configuration
Technical Analyst Team Lead
MCI Worldcom Atlanta, Georgia March 2004 to March 2005
Remote service activation of move, adds and changes on users digital and analog phone systems
Co-supervised and managed a team of 8-13 agents with performance evaluations, team meetings, employee discussion logs, team quality assurance, and met daily quota with team effort
Coordinated the activities of vendors involved in the resolution of technical problems
Provided post incident reports to management and customers
Created, log and troubleshoot trouble tickets for vendor sites as well as VPN locations
IT Support Administrator
Land Resource Atlanta, Georgia April 2003 to March 2004
Worked on current break/fix issues on servers back to a stable environment that meets engineering standards
Implementation and administration of web and database server applications, as well as service packs, patch management systems, storage systems and related server technology
Traveled to remote sites to troubleshoot, set up and configure new and old users hardware and software systems
Responsibilities include user support, maintenance of software, hardware, video conferencing and wireless Blackberry support
Purchased and maintain companies hardware and software inventory for home office and all remote locations
Supported and monitored proprietary Land and Property management software for all end users
EDUCATION/CERTIFICATIONS
Bachelors of Science Degree
Telecommunication Management and Information Technology
DeVry University
Atlanta, Georgia
June 2002
ITIL Foundation v3
New Horizon
June 2011
Dell Certified Systems Expert (Desktops, Portables and Servers)
Dell
May 2011
Helpdesk Support Professional Certification
HDI
June 2010