Help Desk Support Technician
Resume:
Dale Stephenson
Help Desk Specialist
Palm Grove, Grand Turks, Turks &
Caicos Islands
Tel: 1-649-***-****/
Email:********@*****.***
OBJECTIVE
Information technology support technician with seven years of experience who is enthusiastic and committed to helping colleagues and clients identify and resolve technical problems. a forward-thinking team player with a track record of making smart decisions and taking initiative to fulfill deadlines. recognized as a person who accepts challenges and new responsibilities and completes tasks properly by management and colleagues.
EDUCATION — EXPERIENCE
EC Council University - 101 Sun
Ave NE, Albuquerque, NM 87109,
USA.
Pending M.Sc. degree in
Cybersecurity
Northern Caribbean University -
Mandeville, Manchester
B.Sc. Computer & Information
Science with Emphasis in
Business, 2009
KEY SKILLS
Programming Language:
Dart, Flutter, Microsoft
Visual Studio, C#, C++,
and Java
Web Page Design
Language: HTML, PHP,
WordPress, CSS,
JavaScript, and CMS
Cloud Services
• Google Cloud
Platform
• Azure Fundamental
& Security
February 2023 - Present
Computer Lecturer • Turk and Caicos Island Community College Grand Turk Campus (TCICC - Main Campus)
Lecturing:
● Web development (HTML, CSS, JavaScript & PHP)
● Accounting Information Systems (QuickBooks)
● Database Systems & Application
● Management Information Systems
August 2021 – February 2023
IT Support Officer • Manchester Cooperative Credit Union (1977) Ltd., 2 Main Street, P.O. Box 533, Mandeville
● Tasked with revision and implement of IT Policy
● Assist with IT Governance framework risk assessment plan
● Develop and manage IT department Ticket System
● Develop and Manage Real-Time Gross Settlement (RTGS) application
● Develop and Manage Performance Approval form
● Develop and Manage Member Services Ticketing System
● Develop and Manage Online Loan Application form
● Research and make recommendations for new technologies to enhance efficiency, system functionalities, and user performance.
April 2020 – July 2021
IT Manager/ Coordinator • All American Institute of Medical Sciences (AAIMS)
● Manage technology services that meet operational requirements at the Institute.
• Amazon Web
Service
IT Governance
• Security Analyst
Certificate
• COBIT 2019 Design
and Implementation
Training
Operating Systems/ Server:
Google Admin, Microsoft
Windows (All Versions),
LINUX OS, Mac OS;
Windows Server 2000-2019
(including Active Directory,
GPOs, DHCP, and DNS)
Database: Microsoft
Assess and Microsoft
SQL, MySQL, and
Absolute Database
Other Application
Software: JotForm
Platform, Microsoft
Office 365 & Office
Suite including
Microsoft Project,
Microsoft Teams
PMKB
Microsoft Planner
PMKB,
JIRA AgileKB
Adobe Photoshop,
Adobe Dreamweaver,
Microsoft ISA Server,
VMware,
VirtualBox, Hyper-V, WAMP,
AMPPS, Exchange Server, and
AWS training
● Serves as the lead IT liaison with the CEO, administration, faculty, staff, and students to interpret client needs to vendors.
● Directs and coordinates the local implementation of Campus IT operations, projects, and programs, ensuring alignment of IT services with the business needs of the area(s) and adherence to established project management principles and best management practices.
● Participates in the documentation and implementation of policies and standard operating procedures consistent with those of the university to ensure the effective operation of the Institute.
October 2019- March 2020
User Support Specialist • Factories Corporation of Jamaica 17 Knutsford Blvd, Kingston 5
• Manage and configure Service Helpdesk Software (Manage Engine)
• Create a technical training program for software
• Implemented and configure Helpdesk Management Systems
(Manage Engine)
• Create a user manual for technical and non-technical staff
• Audit all computer systems
• IT Asset and inventory
• Create Technical Training Plan to tutor staff on IT procedures and policies
• Website Maintenance
• Manage Exchange Server Administration
• Manage virtualize and physical servers.
January 2017- September 2019
Information Systems Supervisor/ Programmer Analyst • Sugar Industry Research Institute, Kendal Rd Mandeville Manchester
● Assign and review the work of computer programmers, developers, and other computer-related workers.
● Consult with users, management, vendors, and technicians to assess technology needs and system requirements.
● Supervise Computer Programmer, Technical Support and System Administrator
● Evaluate the organization’s technology use and needs and recommend improvements, such as hardware and software upgrades.
● Control operational budget and expenditures (CapEx & OpEx).
● Microsoft and Linux Administration
● Manage backup, security, and user help systems.
● Meet with department heads, managers, supervisors, vendors, and others to solicit cooperation and resolve problems
Computer Programmer Analyst – January 2013 – Sept. 2019
• Design and develop new application programs for the Institute and other entities in the
Sugar Industry.
• Create Training Plan to tutor staff on basic application software
• Tasked with participating in Procurement committee process
October 2009- December 2012
IT Manager/Computer Class Instructor • Northern Caribbean University, (NCU) - Salem Runaway Bay St. Ann
• Provide technical advice to clients to ensure that computers and printers are operating efficiently.
• Monitor system for virus attacks/threats.
• Diagnose and address desktop computer software,
hardware, network, and systems problems.
• Install, configure, upgrade, and maintain software applications on machines and serves used within the labs.
• Perform preventative maintenance on various computer equipment.
• Maintain inventory of all computers, printers, and equipment used on the campus.
• Research and advise on new and upgraded software.
• Make recommendations for the use/ acquisition of specific machinery strategic to the university's operations.
• Facilitate (teach) appropriate computer classes on the campus.
• Carry out all support functions to facilitate these classes being taught.
• Monitor continuous functionality of IT-related equipment and report, fault or outages to the IT Directory
OTHER KEY SKILLS —
• Knowledge and understanding
of Information and
Communication Technology
(ICT) operations,
responsibilities, processes, and
procedures.
• Using Polycom technology for
distance learning
• Knowledgeable in configuring
computers and installation of
hardware components
• Experienced in the assembly of
PCs and printers
• Experienced in networking,
wireless technology, switches
(CISCO)
• Experienced training in A+,
Network+ and IT security
• Proficient in upgrading and
repairing desktops and laptops,
managing Active Directory
• Dependable - can work without
supervision
• Quickly learn procedures and
method
• Project management training
• Supervisory Management
training
EDUCATIONAL
EXPERIENCE
Part-Time Computer Class Instructor 2017- 2018
VantagePoint I.T. Training and Consulting
Jamaica Headquarters
• Project Management (Microsoft Projects)
Part-Time Computer Class Instructor 2017- 2019
University of the West Indies, Mandeville, Manchester
• Basic Web Development (HTML/CSS)
• Computer Application for the Office
Part-Time Computer Class Instructor 2013- 2017
Northern Caribbean University, Mandeville, Manchester
• Computer Applications
• Introduction to Computer Science
• Document Processing
• Computer in Everyday Life
Teacher for Bureau of Woman affair Project sponsored by UNFPA (HEART/NTA Certified) 2011
Social Development Commission, Office Brown’s Town Teaching basic upgrading and repairing computers
CERTIFICATIONS
• Security Analyst Graduate • Certificate EC Council University • 2022
• Project Management • Online July 2023
• CCNA Certificate • December 2017 Vantage Point IT Training and Consulting - Technology Innovation Centre University of Technology
• Certificate – Microsoft Server 2012 R2 Active Directory Domain Services • September 2016, Microsoft Jamaica
• Certificate - Internal Auditor ISO/IEC 17025:2005 •
(2013): Sugar Industry Research Institute
REFERENCES
Mr. Halzen Smith
Assistant Professor
Northern Caribbean University
Email: *******@*****.***
Tele: 1-876-***-****
Mr. Rudolph Rhone
Justice of the Peace
Mango Valley St Ann
Email: ************@*****.***
Tele: 187*-***-***
AFFILIATIONS & AWARD —
• Member of Human Resources
Committee, TCICC
• Member of Documentation
committee, TCICC
• Member of Strategic Planning
Committee (Faith Prep. Basic
School)
• C CT Certified Cybersecurity
Technician (2023) • EC Council
University
• Social Coordinator for
University Information &
System Services (UNISS)
(2008/2009)
• Information System Analyst for
United Student Movement
(USM)(NCU) (2007/2008)
• President for Computer
Hardware and Information
Processing Specialist (CHIPS)
(2007/2008)
• Chaplin for Computer
Hardware and Information
Processing Specialist (CHIPS)
(2006/2007)
• Bryon Robinson Scholarship
award for Academic Excellence
(2007)
Contact this candidate