Daquan Spruill

**** ****** ****** **.

Raleigh, NC 27616

252-***-****

adgwcn@r.postjobfree.com

Professional Summary

Vision-driven change agent with exemplary record of information technology success for leading organizations

Proven talent for aligning business strategy and objectives with established information technology paradigms to achieve maximum operational impacts with minimum resource expenditures. Growth-focused thought leader who champions innovative solutions to integrate best practices, drive continuous improvement, mitigate project risks, analyze data, and provide key insights to inform strategic technical plans. Exceptionally dedicated professional with keen interpersonal, communication, and organizational skills for the modern technological landscape.

Core Competencies

Help Desk & Ticketing Functions

Analytics & Advising

Hardware & Software

Desktop Support

Installations

Tech Tools & Solutions

System Administration

Customer Service and Satisfaction Initiatives

Professional Experience

HCL Technologies, Cary, NC, March 2019 - Present

ANALYST I

Deliver effective IT support services across all clients, both onsite and remotely.

Ascertain all incidents are closed within SLA.

Verify all installations are completed in a timely and professional fashion, and that deadlines are either achieved or exceeded.

Collaborate effectively with customers and internal teams to ensure operational and service excellence is delivered and maintained.

Provide comprehensive end-user desktop support.

Facilitate and maintain MS Server, desktop, Office 365, and G Suite solutions.

Escalate IT issues within the team where necessary

Establish, configure, and install authorized software for new laptops and desktops.

Enact troubleshooting of desktop and system problems, and diagnose and solve hardware and software issues.

Participate actively in service and identity management.

Manage user accounts across applications running on various platforms, including O365 Administrator and Windows Active Directory.

Originate and administer LAN (Domain) accounts of the users, as well as various shared resources, including distribution lists and directories. Also, provide permissions to the user as required.

Responsible for standardizing network resources per client requirements.

Ensure customers have appropriate access to tools to support business operations.

Act as System Administrator for the User Account Maintenance and Incident Management Systems.

Set up LAN (domain) and/or e-mail account for the users and administer them.

Grant permissions in association with various network resources available to users.

Head the creation and administration of global groups, as well as creation and modification of exchange resources like distribution lists, shared e-mail account, shared calendar and conference rooms.

Initiate new directories per customer guidelines, and grant respective permissions.

Lead the creation, modification and deletion of user accounts on servers, client-managed systems, and applications.

Demonstrate a professional understanding of ITIL framework.

Contribute to and lead technical service desk for a MSP; this includes exhibiting technical ability working for an MSP via relevant, demonstrable, and technical qualifications.

Display adept organization, time management, and prioritization skills.

Employ strong written and verbal skills, as well as an ability to produce clear and accurate documentation in Word, Excel, and PowerPoint.

Communicate confidently and clearly to customers, both in persona and over the telephone.

Leverage experience with various operating systems within diverse technical environments, and troubleshoot software issues.

Offer excellent customer service and verbal communication skills.

Utilize advanced analytical thinking and problem-solving skills in delivering a high standard of incident and problem management.

Additional tools and experience: helpdesk applications, Active Directory, Exchange, and Office 365 administration, network trouble shooting, TCP/IP and general WAN/LAN troubleshooting, ITIL Certified, Windows XP, 7, 8, 10.

Conduent/Apple, Raleigh, NC, May 2018 - December 2018

ADVISOR I

Fielded incoming communication and inquiries, and responded to requests for information.

Initiated calls in accordance with procedure, assisted with outbound calling campaigns, and encouraged customer feedback in order to improve council services.

Accountable for the accurate collection and recording of customer information, and drove the timely completion of referrals to either internal or external service points using agreed-upon means of information transmission.

Received and responded to queries across a wide range of council services, and served as initial point of assessment for eligibility.

Advised and assisted customers in the most appropriate format to meet their needs, demonstrating specific attention to customer care and a professional approach at all times.

Processed follow-up information regarding previous requests and reports, and updated systems as appropriate.

Operated contact center software applications and other electronic information systems appropriately and in accordance with procedure.

Liaised regularly with departmental staff, partner organizations and external service providers.

Identified situations requiring specialist information in an expedient manner, and directed customers appropriately.

Imparted vital administrative support in conjunction with mailing, faxing, photocopying, information storage, and printing.

Monitored all relevant service developments, and participated in all aspects of training. Proactively sought opportunities for learning and self-development, resulting in improved effectiveness and efficiency of service delivery.

Additional Working History

PACKAGE HANDLER, FedEx Ground Warehouse - Greenville, NC July 2016 - April 2018

STOCKER/CASHIER/CUSTOMER SERVICE, Sheetz Brothers Kitchen, Greenville, NC, December 2014 - October 2016

CASHIER/CUSTOMER SERVICE, Food Lion, Greenville, NC, December 2014 - September 2015

DELIVERY DRIVER, Wings Over Greenville - Greenville, NC, August 2014 - July 2015

COOK AND PREP, Burger King, Greenville, NC, June 2013 - December 2014

Education and Credentials

Associate in Computer Information Technology, 2016

Pitt Community College, Winterville, NC

Technical and Career Skills

Assembly (Less than 1 year)

Customer Service (5 years)

Receptionist Duties (5 years)

Help Desk (2 years)

Computer Hardware (2 years)

Computer Repair (3 years)

Mac OS X (1 year)

IOS (1 year)

Call Center (1 year)

Technical Support (3 years)

Service Desk

Desktop Support

Tech Support

Installing Software & Applications to User Standards

Linux

MS Office, including Excel (1 year)

Windows XP (4 years)

Windows 7 (3 years)

Windows 10 (2 years)

Windows Vista (2 years)

Windows 8 (3 years)

Android (1 year)

Data Entry and Database Solutions

Training

IT Experience (4 years)

IT Service Management (1 year)

Java (2 years)

SAP

Active Directory

LAN

TCP

DNS

Operating Systems

WAN

TCP/IP

Assessments

Proficiency with Microsoft Office: Mail & Calendar (PC) — Proficient, January 2019

Measures a candidate’s proficiency in using Microsoft Office Mail and Calendar tools to manage their workload.

Full results: Proficient

Technical Support — Familiar, August 2020

Performing software, hardware, and network operations.

Full results: Familiar

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Awards and Honors

Professional Affiliations

Volunteerism

Additional Information

Languages: English

Interests: Basketball, skiing, golfing, photography, literature, football

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