Davion Turner

Career Objective

Hardworking individual with management experience and exceptional people skills desire a challenging customer service role supporting network technology.

Education and Certification

Virginia College – Greenville, SC

Network Technician: Diploma

Graduation: June 2018

Relevant Coursework

●Ethics in Computing

●IT Customer Service & Support

●Computer Networks & Devices

●Network Operating Systems

●Network & TCP/IP Fundamentals

●Introduction to Information Technology

●Advanced Concepts in Networking

●Programming for Network Management

●Operating Systems Installation & Configuration

Skills

●Strategic Thinker

●Fast learner

●Skilled multi-tasker

●Supervision and Training

●Management skills

●Operations Management

●Manufacturing

●Packing & Scanning Orders

●Customer service expert

●Knowledge of helpdesk ticket system such as ServiceNow and Remedy

●Knowledgeable in Mac Systems (Apple Products)

●Troubleshooting Cisco Anyconnect and Global Protect VPN systems

●Excellent telephone skills and good ability to use Remote Access

●Good analytical and troubleshooting abilities

●Strong knowledge of viruses application glitches and hardware issues

●Great knowledge of Microsoft Office 365 (Microsoft Outlook, Excel, PowerPoint, Teams, Docs, and OneDrive)

●Perform Active Directory Services administration and management to include passwords, drive mapping and routine maintenance and configuration such as Local AD and Single Sign On.

●Strongly familiar with these applications such as SailPoint, PingID, ServiceNow, Citrix Director, TelmedIQ, MobileIron, Splunk Enterprise, And Bomgar.

TechSkills

●Platforms: Windows 7/10, Mac OS X, Android

●Software: MS Office Suite 2013+ (Word, Excel, PowerPoint, Access, Outlook), Office 365SAP, Adobe, McAfee

●Hardware: TCP/IP, DHCP, and DNS protocols, LAN/WAN, routers, Ethernet, SAN, VPN

●Use of SailPoint IdentityIQ to identify and access management (IAM) solution for enterprise customers that delivers automated access certifications, policy management, access request and provisioning, password management, and identity intelligence.

●Active Directory Services administration and management to include passwords, drive mapping and routine maintenance and configuration such as Local AD and Single Sign On.

Professional Experience

Connect America - Fountain Inn, SC November 2021 - Present

Help Desk Analyst - Tier 3

●Assist with physical PC workstation moves/setup (PC’s, monitors, phones, etc)

●Provide both onsite, and remote support for the employees with the company

●Remote access configuration by means of VPN. Responsible for setting up and administering the various tokens, resetting token pins making sure proper vetting is used.

●I handle various projects such as user re-location moves and Vulnerability updates making sure all client workstations are up-to-date with the latest virus and security patches.

●Configuration of network and local printers, by means of creation of print queues using our internal service system for Windows and direct IP routing.

●Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support

●Maintains company and network standards to preserve network integrity

●Troubleshooting Microsoft Office 365 including Microsoft Outlook, Excel, PowerPoint, Teams, Docs, and OneDrive.

●Performed Active Directory Services enabling administrators to manage permissions and control access to network resources such as Local AD and Single Sign On. Unlock and reset windows passwords, created user accounts and assigned passwords, group policies, created and reserved static IP addresses through DHCP server tools, bound clients through VPN.

●Use of Okta Verify to provide federated identity management and self-hosted identity access management (IAM) solutions to web identities and single sign-on solutions, being one of a number of users competing to provide standards to replace passwords for authenticating to web applications.

●Oversees the entire facility inventory purchasing and shipping.

●Troubleshooting, installing and upgrading the software applications and operating systems on network attached computers.

Professional Experience

Prisma Health - Greenville, SC June 2020 - November 2021

Service Support Analyst - Tier I

●Provide user support to resolve issues with computer programs, hardware, and peripherals

●Responsible for answering incoming calls from the healthcare provider community.

●Focus on a specific aspect of the IT department, such as applications, or they may provide general technical support to end users.

●Troubleshooting hardware and applications over the phone/chat/email/remote client

●Maintain and support systems, workstations, mobile devices, printers and peripherals; respond to user service requests; and resolve trouble tickets. Ensure system security for desktop, mobile and cloud environments.

●Troubleshooting, installing and upgrading the software applications and operating systems on network attached computers.

●Installing the computer peripherals and setup software and the operating system to allow computers to connect to the network and computing resources.

●Assisted in determining requirements and developing plans to ensure smooth installation and documentation of new software and applications.

●Performed analysis/troubleshooting of pcs peripheral devices including printers.

●Performed scans on PCs ensuring network devices are 100% compliant with latest security patches.

●Scheduled, tracked and deployed Windows 7 to over 250 desktops for employees on the network.

●Performed capture and restore of users profiles using Microsoft System Configuration Management (SCCM).

●Installed software applications manually and through Software Center on desktops.

●Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more.

●Bomgar Jump Client remote into users PC for desktop support, hardware troubleshooting (laptops/PCs/printers, subway POS), test software releases, installations, error resolutions, LAN configuration, back up, imaging, restoring, clearing cache, tune-up PC.

●Cisco Finesse service that offers features for Cisco contact center agents and supervisors in UCCE, PCCE and UCCX.

●Escalating calls to appropriate teams

●Resolving tickets and documenting in applications such as ServiceNow helps to automate IT Business Management guidelines to provide service-orientation for tasks, activities, and processes.

●Troubleshooting Microsoft Office 365 including Microsoft Outlook, Excel, PowerPoint, Teams, Docs, and OneDrive.

●Responsible for assisting employees with iPhone email setup and troubleshooting.

●Troubleshooting VPN services like Global Protect, Cisco Anyconnect as well as Cisco Jabber

●Cisco Anyconnect a unified security endpoint agent that delivers multiple security services to protect the enterprise via phone and company issued computers.

●Assisting users connect to a GlobalProtect gateway on a Palo Alto Networks next-generation firewall to allow mobile users to benefit from enterprise security protection.

●Cisco Jabber ensures users are able to instant messaging, and voice and video communication.

●Performed Active Directory Services enabling administrators to manage permissions and control access to network resources such as Local AD and Single Sign On. Unlock and reset windows passwords, created user accounts and assigned passwords, group policies, created and reserved static IP addresses through DHCP server tools, bound clients through VPN.

●Used Infor that is a business cloud software products

●Use of SailPoint IdentityIQ to identify and access management (IAM) solution for enterprise customers that delivers automated access certifications, policy management, access request and provisioning, password management, and identity intelligence.

●Supported and troubleshoot Office 365 migration for internal and remote users with their corporate devices and mobile phones.

●MobileIron to make mobile devices, operating systems and applications the primary computing platforms for all organizations -- what is known as a mobile-first approach.

●Use of PingID to provide federated identity management and self-hosted identity access management (IAM) solutions to web identities and single sign-on solutions, being one of a number of users competing to provide standards to replace passwords for authenticating to web applications.

●Citrix Workspace secure access to the information, apps, and other content that is relevant to a person's role in your organization.

●Citrix Director monitoring and troubleshooting console for Citrix Virtual Apps and Desktops.

●Troubleshoot Telemed IQ a true enterprise-wide platform that allows users to deploy, optimize and scale a telemedicine program rapidly

●Bitlocker administration and monitoring

●Internally troubleshooted Kronos Workspace management and payroll systems on a regular basis for payroll errors, to include, not limited to over or under payments, paid leave errors and terminated employees.

Getronics - Greenville, SC November 2018 - June 2020

Service Desk Support I - Tier I

•Acting as Tier 1 support with hardware/software

•Supported locations all over the US as well as locations in Alabama, Arizona, California, Colorado, Florida, New Mexico, and Texas.

•Troubleshooting hardware and applications over the phone/chat/email/remote client

•Maintain and support systems, workstations, mobile devices, printers and peripherals; respond to user service requests; and resolve trouble tickets. Ensure system security for desktop, mobile and cloud environments.

•Troubleshooting, installing and upgrading the software applications and operating systems on network attached computers.

•Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more.

•Assisted in determining requirements and developing plans to ensure smooth installation and documentation of new software and applications.

•Performed analysis/troubleshooting of pcs peripheral devices including printers.

•Bomgar Jump Client remote into users PC for desktop support, hardware troubleshooting (laptops/PCs/printers, subway POS), test software releases, installations, error resolutions, LAN configuration, back up, imaging, restoring, clearing cache, tune-up PC.

•Cisco Finesse service that offers features for Cisco contact center agents and supervisors in UCCE, PCCE and UCCX.

•Resolving tickets and documenting in applications such as Remedy

•Remedy ticketing System also known as Remedy or ARS, client-server trouble ticketing application.

•Escalating calls to appropriate teams

•Walked customers through a step-by-step process for troubleshooting hardware issues.

•Troubleshooting Microsoft Office 365 including Microsoft Outlook, Excel, PowerPoint, Teams, Docs, and OneDrive.

•Troubleshooting Cisco Anyconnect a unified security endpoint agent that delivers multiple security services to protect the enterprise via phone and company issued computers.

•MobileIron to make mobile devices, operating systems and applications the primary computing platforms for all organizations -- what is known as a mobile-first approach.

•Performed Active Directory Services enabling administrators to manage permissions and control access to network resources.

•Citrix Workspace secure access to the information, apps, and other content that is relevant to a person's role in your organization.

•Citrix Director monitoring and troubleshooting console for Citrix Virtual Apps and Desktops.

D&W Fountain Inn, SC October 2017 – November 2018

Material Handler

•Supply all machines with materials

•Ensure quality of all materials before delivering to work space

•Follow all safety guidelines

•Maintain records for all materials processed

Yanfeng Fountain Inn, SC June 2017 – September 2017

Pre-Assembly

•Unloaded, picked, staged, and loaded products for shipping and worked at a rapid pace to meet strict deadlines

•Followed proper selection procedures as established by the company

•Installed protective bracing, padding, and strapping to prevent shifting and damage to merchandise during transport

•Banded, wrapped, packaged, and cleaned equipment

Save-A-Lot Laurens, SC March 2014 – May 2017

Assistant Manager

•Handled cash and deposits using the proper accounting procedures and

documentation

•Delivered excellent customer service by greeting and assisting each customer

•Addressed customer inquiries and resolved complaints

•Stocked inventory when shipments were received

•Organized sales floor to meet company demands

•Trained all new managers on store procedures and policies

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