DOMINIC S. SMITH
Smyrna, GA 30080
Sr. Helpdesk analyst whose interests lie in the area of computers, software, applications, networking and programming
oPromoted after 4 months of employment with the company at an entry level position
Strong knack for learning and problem solving
Exceptional ability to quickly learn, adapt and master any skill or task
Self-motivation with the ability to work well under pressure
Well organized and very good at multi-tasking
Software / Programs supported
Cisco router 1841, Cisco switch 2950, Citrix, Outlook exchange, Windows 7/8/XP, Mac Operating systems, ADP, VPN, RDP, CMC, CMAC, Windows Active Directory, Desktop director, Proxy pro, Dameware, SCCM, VNC, VDI, VM Ware, FTTP, Bomgar, Timbuktu, Filesite, Desksite, Worksite, Edocs, Imanage, Netdocs, Worldox, Workshare, PDFDocs, Nuance, Acrobat, Power PDF, Adobe Pro, Digital Dictation, Abbey, Network admin systems, Printer setup / installations/ malfunctions, Time entry applications (Intapp, Carpe Diem, Kronos) IOS systems, Android, and Blackberry + many more.
CCNA – 01/8/2016
CCENT – 12/28/2015
CompTIA A+ - 3/4/16
Comptia Network + N10-006 – 10/15/2015
Expert certification in Microsoft office 2010
Expert certification in Microsoft Word 2013
Expert certification in Microsoft Excel 2013
Expert certification in Microsoft PowerPoint 2013
Expert certification in Microsoft Outlook 2013
Intelliteach, Atlanta, GA July 2014 - present
Serve as the initial contact for troubleshooting end user remote technical issues regarding upgrades, installations, software / hardware malfunctions, network connectivity issues and answering general questions.
Provide citrix troubleshooting, remote connection issues, windows active directory and password resets, document management systems support (worksite, filesite, desksite, net documents, some worldox), Carpe Diem admin, Intapp time admin, Adobe applications, Outlook exchange, Windows 7, 8, XP and Mac operating systems.
Effectively communicate with requesters in a clear, positive, and professional manner.
Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.
Clearly and thoroughly document requests for assistance in our ticket management system and escalate through the appropriate channels.
Microsoft/www.alpineaccess.com, Atlanta, GA Dec. 2012 – April 2013
Customer Care Professional
Greeting customers and providing end user remote technical support via telephone.
Assisted customers by providing useful information to ensure customer satisfaction.
Assisted with network connectivity issues and router troubleshooting by opening ports and modifying MTU settings along with other basic problem solving.
Handling customer accounts, and processing billing information.
Building long lasting relationships with the company by empathizing and building rapport with each and every customer.
Nestlé USA, Atlanta, GA July 2013 – Present
Assist and communicate with customers.
Identify and act on selling opportunities and respond to competitor activities.
Create rapport with appropriate staff members in all accounts, communicate with staff during service calls, respond to customer requests, and maintain relationships with customers to support selling activities.
Execute perfect service, ensure stores set to schematic, execute promotional displays, and keep back stock organized. Adhere to route schedule, maintain and use handhelds appropriately, properly handle paperwork.
Georgia State University (Bachelors in progress), Atlanta, GA Aug. 2007 – 2012
Major: Kinesiology and Health
Courses completed: Business, Information Technology, Fitness Management, Athletic Training, Advanced Biomechanics, Anatomy, Physics, Biology, First Aid, Economics and Micro Economics