Jamal Dean

Apopka, FL *****

adit1u@r.postjobfree.com

321-***-****

Authorized to work in the US for any employer

Work Experience

Services Desk Analyst

Health First - Lake Mary, FL

July 2019 to Present

• Provided 1st/2nd level support to end users via call or remote services.

• Provided 1st/2nd support to C Level Executives including CEO/CIO Assisted in 1st/2nd level support of telephony/VOIP support for Cisco VOIP phone system

• Assisted in network support

• Assisted and spear headed various projects that directly related to company success.

• Troubleshot and solved computers issues; build and update methods; install computer software and execute common upkeep for internal customers.

• Efficiently maintained working relationships within the organization.

• Enhanced clients' functions while keeping desktop preferences in tact

• Provided extensive customer service and specialized assistance on all hardware & software

• Utilized remote tools and effective knowledge base articles to further assist end users.

• Logged issues via ticketing software. (Service Now)

• Provided excellent customer service at all times

• Effectively escalated issues when needed.

Field Services Analyst

Universal Orlando Resort - Orlando, FL

July 2017 to Present

• Provided support to Front of house business. (Restaurant and Merchandise Retail)

• Provided support to back of house business. (Executives)

• Provided POS system support at 1st and 2nd level.

• Assisted in 1st/2nd level support of telephony/VOIP support for Cisco VOIP phone system

• Assisted in network support

• Assisted and spear headed various projects that directly related to company success.

• Troubleshot and solved computers issues; build and update methods; install computer software and execute common upkeep for internal customers.

• Efficiently maintained working relationships within the organization.

• Enhanced clients' functions while keeping desktop preferences in tact

• Provided extensive customer service and specialized assistance on all hardware & software

• Utilized remote tools and effective knowledge base articles to further assist end users.

• Logged issues via ticketing software. (Service Now)

• Provided excellent customer service at all times

• Effectively escalated issues when needed.

Service Desk Analyst/ Desktop Support Technician

Consolidated Data Services - Irving, TX

October 2016 to June 2017

• Provided support users not limited to upper management; (Senior Vice President, Senior Directors, Mid Management and lower management)

• Assisted with Active directory setup and maintenance

• Provided comprehensive 1st/ 2nd level support for a wide variety of corporate agencies

• Assisted in 1st/2nd level support of telephony/VOIP support for Cisco VOIP phone system

• Assisted in pre NOC network support

• Provided support for MAC users as well as PC that included both MAC OS administration and Windows OS administration

• Troubleshoot and solve computers issues; build and update methods; install computer software and execute common upkeep for internal customers.

• Efficiently maintained working relationships within the organization.

• Enhanced clients' functions while keeping desktop preferences in tact

• Provided extensive customer service and specialized assistance on all hardware & software

• Utilized remote tools and effective knowledge base articles to further assist end users.

• Logged issues via ticketing software

• Provided excellent customer service at all times

• Effectively escalated issues when needed

IT Consultant/Desktop Support Tech

Assurant Solutions - Lewisville, TX

February 2016 to July 2016

• Provided support users not limited to upper management; (Senior Vice President, Senior Directors, Mid Management and lower management)

• Provided mid/upper level support for various Dell models a daily basis, also including mid-level/upper level support for various Dell/HP laptops and notebooks. Assessed and repaired various Dell/ HP units on daily basis. Effective update of workflow processes and standardize/simplify regulatory guidelines.

• Assisted in switch port forwarding and punch down. (DHCP and Static) and DHCP reservation for future DHCP port use.

• Deployed new desktop/laptop and terminals to be used by company personnel in critical functions and positions.

• Assisted in cabling and routing of service through IDFs

• Imaged PC through PXE server

• Maintained Encryption database

• Utilized SCCM for needs not limited to Software push downs and images. Service Desk Technician

Corner Bakery Café Corp

October 2015 to February 2016

• Supported an extended network of 200 + Café's

• Provided 1st, 2nd and 3rd level support to stores through for POS systems with use of ticketing system Service Now

• Resolved tickets within targeted/specific SLA times per regulation.

• Troubleshoot and solve computers issues; build and update methods; install computer software and execute common upkeep for internal customers.

• Enhanced clients' functions while keeping desktop preferences in tact

• Effective update of workflow processes and standardize/simplify regulatory guidelines. Enterprise Field Support Technician

Irving, Garland, Plano, Fort Worth - Dallas, TX

December 2014 to June 2015

• Supported an extended network of thousands of end users on a daily basis tracked through BSWH service center across 5 Baylor Scott and White campuses.

• Provided support users not limited to upper management; (Senior Vice President, Senior Directors, Mid Management and lower management)

• Provided mid/upper level support for various Dell Optiplex/Latitude models a daily basis, also including mid-level/upper level support for various Dell/Lenovo/HP laptops and notebooks. Assessed and repaired various Dell/ Lenovo and HP units on daily basis. Effective update of workflow processes and standardize/simplify regulatory guidelines.

• Assisted in switch port forwarding and punch down. (DHCP and Static) and DHCP reservation for future DHCP port use.

• Deployed new desktop/laptop and terminals to be used by hospital personnel in critical functions and positions.

• Assisted with Active directory setup and maintenance.

• Troubleshoot and solve computers issues; build and update methods; install computer software and execute common upkeep for internal customers.

• Efficiently maintained working relationships within the organization.

• Enhanced clients' functions while keeping desktop preferences in tact

• Provided extensive customer service and specialized assistance on all hardware & software

• Decommissioned outdated hardware per guidelines set by BSWH.

• Configured/Troubleshot Wyse Clinical Terminals ran through Windows Server 2012 on a daily basis for Doctor/Surgeon or RN use in patient impacted areas where time is critical.

• Performed Citrix ZenApp upkeep and troubleshooting on a daily basis.

• Utilized SCCM for needs not limited to Software push downs and images. System Administrator

Fedex Services - Irving, TX

August 2012 to August 2014

• Supported 400 plus end users on a daily basis tracked through HP Service Center Ticketing System

• Provided support to Corporate users not limited to upper management; (Senior Vice President, Senior Directors, Mid Management and lower management)

• Provided mid/upper level support for various HP thin client/Elitebook models on a daily basis, also including mid-level support for various Lenovo/HP laptops and notebooks. Assessed and repaired various HP thin client models on daily basis. Effective update of workflow processes and standardize/ simplify regulatory guidelines.

• Assisted in switch port forwarding and punch down. (DHCP and Static)

• Assisted with Active directory setup and maintenance.

• Troubleshoot and solve computers issues; build and update methods; install computer software and execute common upkeep for internal customers.

• Efficiently maintained working relationships within the organization.

• Enhanced clients' functions while keeping desktop preferences in tact

• Provided extensive customer service and specialized assistance on all hardware & software

• Provided Support to iMAC/iPAD systems. Network and iOS 10x setup installation and support.

• Provided limited iPhone support. (Wasn't supported on Fedex CORP network) PC/Laptop Lead Technician II

SMS Infocomm - Grapevine, TX

July 2010 to August 2012

• Provided mid/upper level support for various HP thin client models on a daily basis, also including mid-level support for various Lenovo/HP laptops and notebooks. Assessed and repaired various HP thin client models on daily basis. Effective update of workflow processes and standardize/simplify regulatory guidelines.

• Troubleshoot and solve computers issues; build and update methods; install computer software and execute common upkeep for internal customers.

• Efficiently maintained working relationships within the organization.

• Enhanced clients' functions while keeping desktop preferences in tact

• Provided extensive customer service and specialized assistance on all hardware & software. Education

Bachelor of Science in Business Administration

University of Central Florida

May 2003 to August 2007

Skills

• Proficient in LAN, WAN, WiFi network/server installation, monitor, troubleshooting and configuration.

• Able to repair, install, upgrade, and maintain desktop, notebook and tablet computers as well as printer, copiers, scanners and fax machines.

• Extensive knowledge of technology terms and developments with continuing persistence to learn new technologies and systems.

• Established high quality, prompt, results-driven, and proficient technical service, adhere to departmental processes and procedures of systems for secure and system compatibility.

• Managed time, workload and priorities to meet expected deadlines onsite.

• Active Directory

• Microsoft Windows Server

• DNS

• Microsoft Windows

• VPN

• VMWare

• Citrix

• System Administration

• VoIP

• Operating Systems

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