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Management Customer Service

Buford, GA
February 29, 2016

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Dexter J. Joyner

**** ******* **** ****** Suwanee, GA, 30024 * 678-***-**** *


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.


Infrastructure Management ITIL Process Documentation

Disaster Recovery Customer Service Troubleshooting

Training Project Management Crisis Management


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


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)


May 2011

Helpdesk Support Professional Certification


June 2010

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