Customer Service North Carolina

Dennis M. Gaskins

**** * *** **** **, Raleigh, NC 27604

919-***-**** ad5qbc@r.postjobfree.com www.linkedin.com/in/dennis-gaskins-6939b66

Core Competencies

Leadership ~ Training & Development ~ Operational Excellence ~ Technological Proficiencies

Systems Support ~ IT Administration ~ Networking ~ IT Infrastructure ~ Project Management

Customer Service ~ Resource Utilization ~ Troubleshooting ~ Cross-Functional Teams

Process Improvement ~ Communication Skills ~ Team Building ~ Problem Solving

Education

Information Technology Security & Administration, November 2019- June 2020

MyComputerCareer.com

Accumulated 870 hours of attendance and 36/36 credit hours Overall GPA 97.67/100

Recipient of World Class IT Professional Certificate for Exemplary Performance

Master of Arts in Human Resource Development

Bowie State University, Bowie, Maryland

Bachelor of Arts in Accounting

Elon College, Elon, North Carolina

Certifications

CompTIA Network + N10-007 Certification

LPI Linux Essentials 010-160 Certification

MTA Server Administration 98-365 Certification

MTA Security Fundamentals 98-367 Certification

MTA Network Fundamentals 98-366

CompTIA A+ Certification

CompTIA Server + SK0-004 Certification

CompTIA Security + Certification

Itil V4 Certification

Professional Experience

Technical Analyst

Affordable Care, Inc.

September 2023 – Present

Durham, North Carolina

Configure, deploy, maintain, troubleshoot, and install new computer hardware, peripherals, mobile devices, and software for end users in-house and remotely.

Track and inform customers of the status of their requests throughout the support process and promptly resolve issues.

Install, modify, and repair computer hardware, software, and peripherals.

Diagnose and resolve technical hardware, software, and systems issues.

Diagnose and resolve complex, or recurring problems associated with application software and operating systems; determine the source of problems and communicate possible global solutions.

Coordinate and configure IT products and services for activities such as video conferencing, webinars, conference room presentations, and off-site meetings.

Administer and provide user access and setup.

Identify and aid in training efforts related to the support and maintenance of IT related equipment.

Ensure a high level of responsiveness by evaluating and appropriately responding to large volumes of technology service requests from customers and team members.

Create and maintain process documentation and contribute to the development of departmental standards.

Develop and maintain partnerships within the IT Service Desk and other IT teams to ensure quality service and support.

Meet or exceed performance metrics related to productivity and quality.

Adhere to security management practices, as well as promote established security standards.

Respond to and document support incidents in detail within the Help Desk ticketing system.

Work with remote users to solve both application and connectivity issues on desktop, laptop, and mobile devices.

Understand operational processes to ensure quality, security, and efficient support by the technology infrastructure.

Deskside Support Specialist

Cree LED · Full-time

Mar 2022 – September 2023

Durham, North Carolina, United States

Experience with working in Active Directory (Azure)

Experience with successful migration of Office 365 due to company change (Outlook, Teams, and OneDrive)

Responsible for imaging new and used laptops through Microsoft Endpoint Connector

Experience with successful migration of both laptop and desktop PC’s (Windows XP, 7, and 10) both for End User and Production PC’s

Work closely with the IT Service Desk Lead to ensure prompt customer service and quick response times to IT desktop support requests, as well as being directly responsible for end user support

Provide on-site technical assistance for end-user, monitor and resolve incidents using ticketing system

Identify, resolve and follow up with technical issues in accordance with standard operating procedures

Escalate the unresolved issues to the next level of support personnel, report end users’ feedback and potential service requests

Assist to create technical documentation and manuals, maintain processes and procedures to support IT end-user operation

Manage IT Inventory and maintain proper records

MSC Engineer IMSC Engineer I

Prosyntix · Contract

Nov 2021 - Mar 2022

Morrisville, North Carolina, United States

Perform network/systems support in a Managed Services Center environment

Troubleshoot, isolate and diagnose common problems network/systems problems, either alone or as part of a team

Resolve and manage problems effectively and immediately

Work in a team environment 7x24x365 with the ability to function with independent discretion during rotating shift work

Provide systems support functions for client end systems, which includes design, development, troubleshooting, diagnosis, and problem resolution. Follow- through until problems are resolved.

Focus on building your own high-level technical skills including building a strength in coding and automation techniques

Manage projects and tasks, as assigned without direct supervision

Ability to work overnight shifts on a weekly rotating schedule

Ability to work remotely and still provide a professional communication experience

Handle confidential matters and information professionally

Pepsi Bottling Ventures, Inc. September 2020-November 2021

IT Service Desk Technician

Answer, Evaluate and prioritize all IT Service requests utilizing technical skills, research and knowledge base to resolve as many IT service cases as possible. Provide enhanced troubleshooting to rest of service desk team to ensure MTTR is always within SLA's. Install and troubleshoot desktop/mobile hardware and software according to department standards and procedures. Experience in creating Active Directory Accounts, Office 365, Microsoft Teams, VOIP (Cisco Unity), troubleshooting printer issues, as well as utilization of ServiceNow. Work with users in working remotely thruough VPN along with many different types of platform installations (Verint, Avigilon, Vizio, Board Excel, etc.)

NRTC Managed Services

Level 2 Technical Support Agent, Raleigh North Carolina May 2020- November 2020

Receive and respond to customer inquiries via phone, fax, email, and other means of communication in a clear concise, and timely, and professional manner. Provide customer services to new as well as existing customers.

Answer customer inquiries and access information from multiple sources using various computer programs.

Create relationships by partnering and collaborating with peers, supervisors, and higher-level service center personnel to answer complex customer questions.

Follow up with customers on all inquiries that were not immediately resolved.

Total Wine and More, Cary, North Carolina

Store Manager Feb 2018 – Nov 2019

Grew the company’s brand through delivering best-in-class service to customers while offering leadership and guidance to team members. Built upon company programs and team member development plans to achieve sales, service, and operational performance goals. Created a sales and service culture within the store to expand upon the customer base and maximize profitability. Led all phases of store operations while managing a team of 13 direct reports.

Achieved and exceeded budget goals while continually seeking to improve and streamline processes.

Food Lion, Raleigh, North Carolina

Store Manager 2011 – 2018

Responsible for managing total store operations, meeting, and exceeding established financial targets and sales goals, building associate and customer relations, and cultivating a strong culture in support of the company’s strategy. Maintained solid communications with the management team, store associates, and community members. Ensured conditions involving security, safety, and food safety were consistently realized at the highest levels.

Directed a team comprised of 2 Assistant Managers, 8 Department Managers, and 105-120 employees; managed a $1.1M-$1.5M annual P&L.

Served as the Regional Trainer to 20 stores and facilitated instruction and implementation on a Computer Assisted Ordering program utilized by the Perishable and Non-Perishable departments.

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