Support Specialist Customer

Darryl Dillard Sr.

*** *** ***** *****, ****** TX 75126 682-***-**** ***************@*****.***

Objective

Seeking an opportunity that will allow me to advance based on my merit and performance.

Education

HIGH SCHOOL DIPLOMA CARTER HIGH SCHOOL

CEDAR VALLEY COLLEGE DALLAS, TEXAS

Professional Experience

CyberlinkASP

Technical Support Specialist I

March 2022-June2022

Identify, troubleshoot, and resolve customer’s software or hardware issues via incoming calls, emails, and

Helpdesk tickets through Zendesk. Diagnose and resolve PC hardware incidents with Remote Desktop and Screen Sharing software. Assist users with the activation, deactivation and duplication of user accounts and password resets through Active Directory. Provide server application, desktop virtualization and networking through Citrix Cloud software. Take ownership of all Level 1 related issues by carrying out problem analysis and diagnostics to implement a prompt resolution to the customer related incident.

Escalate incidents to Level 2 and Level 3 Support Technicians accurately, while providing

detailed information on the incident in the Help Desk Ticket Management System. Maintain a first-class level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner.

Ridgeback Solutions Group (Atmos Energy)

2021-2022

Technical Support Specialist/Data Integrity Analyst

Assists with requests to ensure issues are identified, tracked, reported, and resolved in a timely manner. Organize and develop new query templates and reports to be used by Data Integrity Specialists. Use statistical methods to collect and analyze data needed for decision making. Provides training support for Data Integrity Specialists.

Identify and recommend innovative strategies to streamline business processes. Proactively investigates data accuracy trends. Recommends alternate data sources to improve business metrics and to improve the customer experience. Work with other departments including management to create a prioritized list of needs for each business unit.

Supports: Service Now, ITIL, Locus View, Laserfiche, Microsoft Word, and Excel to create documents, graphics, reports, spreadsheets, and/or PowerPoint presentations.

Cognizant Technology Solutions

Senior Process Engineer (Army and Airforce Exchange Service, Dept of Defense)

2016-2020

Provides customer support for technical issues related to PCs, mainframe, networking, midrange, business applications, messaging, and security in a fast-paced corporate environment. Logging Tier 2 Incidents using Service Now, as well as analyzing problems for escalation to appropriate support teams as necessary. Supports Linux-RPOS (Fuel), Microsoft Dynamics AX, ITIL, and ServiceNow.

Randstad USA (Federal Reserve Bank) Dallas, TX

2015 –2016

Service Desk Support

Received inbound customer calls/emails and conducted escalation conference calls while monitoring operational dashboards and group email inbox to create, resolve and/or escalate operational incidents and service requests. Established and transferred calls to bridge lines.

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