ANTWAINE DAVIS

ad188p@r.postjobfree.com 773-***-****

PROFILE

IT Support Analyst with 7 plus years in technology field providing desktop, and end user support leveraging cloud technology, and automation services. Leading with a service orientated approach to technology, and dedicated professional with excellent attention to detail, and thirst for learning. I have a passion for working closely with experienced IT technicians and contribute to the success of a dynamic IT organizations by team building and encouraging communication driven knowledge sharing. Offering of extensive and continuing technical training and technologies such as Azure, AWS, Endpoint Manager, ServiceNow, Teams, Zoom, GCP, Office 365, Windows 365, Windows Virtual Desktop, Disaster Recovery, Backup and restore, SAP, Workday, Dynamics CRM Adobe Document Cloud troubleshooting, imaging, and installing encryptions, Intune auto pilot, and other related technologies.

EXPERIENCE

Jan 2023- May 2023 Help Desk Support, Illinois Institute of Technology, Chicago IL

•Diagnosed and resolved a range of software, hardware, and connectivity issues while delivering technical training on hardware/software to end users

•Developed and implemented an efficient ticketing system to monitor incoming service desk tickets, track incidents, and troubleshoot issues.

•Provide clients with information on available upgrades and troubleshoot computer-related problems for internal and external clients

•Acted as a single point-of-contact for managing telecommunications, data networking, and other technology services from installation to maintenance

•Conduted troubleshooting to resolve IT-related and application issues for over 1000+ staff and students.

August 2021- August 2022 Help Desk Support, Northwestern Law School, Chicago IL

•Provided technical support to Faculty/Staff via telephone, email, remote connection, personal assistant, and through footprints ticketing system.

•Provided cyber security support services with Crowdstrike, defender anti virus, intrusion detection services

•Communicated and coordinated ticket escalations, updates and outages with IT. Transmitted ticket descriptions, ETA’s, malfunctions, resolution explanation and error notifications with the IT department.

•Helped Law School Faculty/Staff end users identify and resolve issues regarding general computer problems, printing, internet access, emails, network drivers, remote connections, Mac/PC settings etc.

•Escalated mass updates for Mac/PC computer drivers for over (100+) staff within the law school.

•Unpacked, configured, updated and imaged servers with necessary security software and other programs provided below.

•. (Examples of software installed) - Kace Systems, Office 365, Crowdstrike, Zoom, Crashplan, JAMF Encryption, Adobe Creative Cloud, Zoom.

August 2021- October 2020 Help Desk, Pace Systems, Chicago IL

•Repaired over 5-7 printers daily at a COVID-19 testing facility.

•Installed updated equipment for printers and computers that often malfunction.

•Registered programs for printers and computers to sync together.

•Performed desperate safety measures by sanitizing equipment frequently.

•October 2020 - April 2019 Help Desk, Barry Callebaut, Chicago IL

•Disconnected outdated hardware from call center network.

•Installed 50 brand new computer parts a day for call center

•Managed wiring cables of PCs for easy access of workspace.

•Productively installed these computers at a risky but timely fashion

August 2016- April 2019 Call Center Intern, AT&T Chicago Elite Call Center, Chicago IL

•Reported necessary software updates for over 30,000 Microsoft computers easing transition of software

•Analyzed the data metrics of 600 call center employees to determine employee phone call growth areas that resulted in an increased productivity rate of 6%

•Assisted to raise over $2,000 at an AT&T fundraiser for cancer research

•Reconfigure and installed windows 10 update for more 10,000 outdated computers

•Supported Active Directory, Office 365, Cisco Firepower security, advanced threat protection

•Azure Intune automation, application deployment, Azure Active Directory Domain Services (Azure AD DS)

•ServiceNow, Incident Response, Configuration Item, Ticket management

EDUCATION

March 2019 – January 2020 Year Up, Chicago, IL

Year Up is an intensive career development program with 250 corporate partners, college-level courses, professional training, and a six-month internship.

• Completed coursework in Computer Applications, Advanced Excel, Business Writing, Public Speaking, and Professional Skills with specialized training in Project Management, including Business fundamentals

August 2016 – May 2017 LeMoyne-Owen, Memphis, TN

• Completed 1 year of Business & Management

• Apart of an Black Male Leadership Program “Man Up”

KEY SKILLS AND CHARACTERISTICS

· Analytical and Critical thinker

· Windows 365

· Skilled Multi-Tasker

· Fast Learner

· ServiceNow

· Crowdstrike

· Cybersecurity Analyst

· Penetration Tester

· Microsoft Defender

· Microsoft Active Directory Services · Microsoft Office 365

· Cisco IOS

· Mac IOS

· Microsoft Windows 7/10/11

· Microsoft Azure

· Windows Server 2019

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