Customer Service It Support
Resume:
David C. Ryan Jr.
adzzts@r.postjobfree.com
Covington, GA 30016
Qualifications Summary
MCSE Windows 2000, MCSA Windows 2000, MCP
Client Support Experience
o Windows end users within an Active Directory Domain environment o Mac OSX clients from 10.4 to 10.13
o Remote Desktop clients within a Terminal Services environment o Microsoft Office Suites for Windows and Mac OS X
Supervised helpdesk team for five years
Certified Dell desktop and laptop support technician
Proficient in creating and deploying system images.
20 + years’ experience in providing superior customer service to all internal and external customers in all work environments Employment History
Rockdale County Public Schools, Rockdale County, GA Intel I – General Ray Davis Middle School July 2022-Present
Accommodate students based on IEP and 504 requirements.
Support all Special Education students and teachers as needed. Rockdale County Public Schools, Rockdale County, GA Intel I – General Ray Davis Middle School July 2020-June 2022
Supported all computer technology for staff and students in assigned school.
Responsible for replacing and imaging/configuring all end user computers
– laptops and desktops.
Support all printers and imaging devices on the school campus.
Troubleshoot wired and wireless connectivity for all devices on campus.
Keep accurate inventory of all physical hardware on campus.
Communicate with students, parents, faculty, and staff regarding each step of the computer and end-user support process. Hodges-Mace, Conyers, GA
Data Analyst II March 2018-January 2020
Responsible for the reporting and movement of all customer benefits data from the SmartBen system to insurance carriers.
Created reports and file feeds through a GUI interface, based on provided specifications or requested attributes, that queried the system database and provided output in multiple formats (Excel, fixed-width, text, etc…).
Extensively used much of the Office 365 suite of applications including Outlook, Excel, Access, Word, Teams, and Skype.
Was one of two unofficial on-site end user support team members because I had IT support experience and our IT staff was limited in size and an hour away.
Kept strict documentation and schedules of client file and feed specifications and client meetings.
Had weekly to monthly scheduled contact with clients through the Amazon Chime system. Was available by phone and email to all clients every business day.
FirstPro 360/Deutz America, Norcross, GA
PC Technician-Contract January 2018-March 2018
Supported all technology for employees.
Responsible for replacing and imaging/configuring all end user computers
– laptops and desktops.
Insight Global Inc./Palm Beach Sheriff’s Office, West Palm Beach, FL Helpdesk Technician-Contract July 2014-October 2017
Supported all technology for employees of the Sheriff’s Office.
First line phone\email\walk-in support for user technology issues.
Documented contacts and escalated issues to appropriate units within IT.
Employed Microsoft System Center for ticket, asset, and user management.
Supported Windows 7 systems on desktop and laptops as well as network and local printers and user portable technology.
Used Microsoft System Center and Ivanti/Landesk for asset management, ticketing, and remote system management.
Responsible for creating and maintaining documentation of Helpdesk and Desktop procedures as well as updating proper contact information between all PBSO District/Division contacts and Helpdesk and Desktop Support.
Responded to all server alerts, documented the alerts, contacted all relevant parties, and kept callers informed and assured of rapid resolution.
Troubleshoot network connectivity issues, determine paths to outages, report outages with ISP, and work with Network Infrastructure staff to identify and resolve network issues/outages throughout the infrastructure. PetersenDean Roofing and Solar, West Palm Beach, FL PC Helpdesk Support June 2013-March 2014
Remotely supported over 200 corporate users’ systems.
Created and maintained user accounts in Exchange and Active Directory.
Supported all computer technology for all the Florida divisions.
Supported the imaging of all PC’s and laptops in the Florida divisions.
Part of a 200+ system deployment of Office 2010.
Part of a 200+ system upgrade of Office 365/Office 2013. Palm Beach Atlantic University, West Palm Beach, FL PC Technician Mar. 2008-Mar. 2013
Oversaw all aspects of Helpdesk operations, supporting over six hundred computers and 4,300 end users.
Oversaw HelpDesk employee training and hiring.
Resolved client technology issues and requests and personalized solutions based on each user’s technical ability and understanding.
Streamlined Helpdesk customer service communication and documentation.
Improved the response times between Campus Information Services and the customers.
Developed and documented the policies and procedures governing the operation of the Helpdesk.
Introduced all new employees to the campus technology through the New Employee Orientation process.
Education
Marco and Associates Northfield, NJ
MCSE, MCSA, MCP Server 2000 April 2002
Microsoft Transcripts
View Microsoft Transcript at:
https://mcp.microsoft.com/Anonymous//Transcript/Validate Transcript ID: 1043847
Access Code: dcryanjr
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