Customer Service Information Technology

DWYANE SMITH

LinkedIn: https://www.linkedin.com/in/dwyane-smith-0b040a18a

EDUCATION AND TRAINING

Automation Workz Institute- Cisco Networking Academy Detroit, MI

Certified Network Technician September 2023

Junior Cyber Security Analyst November 2023

●Building Networks using end and intermediate devices to connect to PAN/LAN/WAN.

●Troubleshooting network connectivity between devices.

●Installing, diagnosing and resolving technical hardware and software issues, including internet connectivity.

●Testing the network performance and providing system performance documentation.

●Participated in simulations of Python and Binary Coding.

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Global Information Technology Lathrup Village, MI

Certificate of Completion: CompTIA: A+, Network+, Security+ June 2018

CORE COMPETENCIES

Customer Service Support

Technical Troubleshooting

IP Addressing Scheme

Problem Resolution

Software Application Installation

Remote Technical Support

Escalation Support

IT Help Desk Support

Application Software Migration

CAREER EXPERIENCE

Stellantis Mack Assembly Plant

Production Operator Detroit, MI 04/2021 – 07/2023

●Worked on various Teams in aiding the assembly of Jeep Grand Cherokee vehicles, such as installation of dash pad, battery cable, and wire harness.

●Preserved both a well-kept and sanitized, work and lunch station, before and after the shift.

●Attention to detail in recognizing defective materials and reporting issues to management.

TEKsystems

Service Desk Analyst Troy, MI 09/2019 – 03/2020

●Assisted in the migration of over 150k Ascension employees worldwide from Microsoft Office Suites, to Google (G) Suites.

●Used ServiceNow (SNOW) ticketing system for written documentation of end user's incidents, and troubleshooting steps.

●Acquired permission for remote entry into client's device via/BOMGAR virtual application, for problem-solving.

●Analyzed and resolved IT problems to achieve resolution for customers with minimal productivity loss.

●Maintained a positive working relationship with fellow staff and management.

Mphasis Infrastructure, Inc

IT Customer Service Agent Auburn Hills, MI 03/2018 – 06/2019

●Delivered remote services to end user's machine through Client Man virtual application system, for troubleshooting.

●Operated Service Manager ticketing system to log end user's referrals and incidents, as well as Active Directory (AD) for password resets/locked accounts, for Blue Cross Blue Shield of Michigan, and Blue Care Network employees.

●Exercised composure and patience in the face of difficult customer situations by applying great communication techniques, and providing positive customer support.

●Answered user inquiries to resolve computer software and/or hardware issues on Windows 7 and Windows 10 operating systems.

●Uninstalled and installed software applications for clients, along with mapping to a network printer.

●Remapped Personal/Archive (.pst) files in Microsoft Outlook.

●Recovered client data, managed data storage, and freeing up disk space on Local C-Drive (C:).

●Cleaned up temp files, cache, cookies and java, and performed group policy update command.

●Checked Task Manager for possible computer functionality issues.

●Maintained a positive working relationship with fellow staff and management.

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