Information Technology Support Analyst

Anthony Dew

*** * ******** ** – Spartanburg, SC *9301 864-***-**** ************@*****.***

Skills and Qualifications

Over Fifteen years of experience in Information Technology, have Associates Degree in Computer Technology and Programming.

Experienced in working with, setting up, and helping customers troubleshoot hardware and software problems involving computers, tablets, phones, printers, networking equipment, and other related equipment and electronics.

Experienced and have received formal training in computer/laptop repair, hardware and software upgrades and updates, troubleshooting, virus removal, computer and network security, tablets, cell phones, networking, Data Recovery, running network cabling, tablets, printers, hardware, monitors, scanners, expansion cards, credit card readers, and other computer peripheral devices.

Competent, hardworking, driven, creative, team player, organized, trustworthy, take initiative, organized, fast learner, work well independently, and able to think outside the box.

Utilize resources available such as the internet and books to do research and find solutions to problems that are less common and to keep up with new technology.

Associates in Computer Technology Degree with Programming Electives from Spartanburg Community College and have completed all required basic and upper level courses such as Computer Systems Management, Microsoft Office, Operating Systems (Windows, Linux, Mac OS, and Android), PC Hardware Concepts, Networking, Systems and Procedures, Information Systems Security, LAN Server, Database, Programming Logic and Design, Java, C++, .net Languages and Technologies (VB.net, C#, ASP.net), HTML/ CSS, Mobile Apps Development, Web Development, Advanced Tools for Web Design (Adobe Flash and Dreamweaver), XCODE/Swift, SQL Server Programming, and several other electives/courses related to Computer Technology. All the material and knowledge required to pass CompTIA A+, Network+, Security+, and Server+ Certifications and/or similar certifications was covered in the course curriculum.

Education

Associates Degree in Computer Technology with Programming Electives Aug 2015 – May 2016

Spartanburg Community College, Spartanburg SC Graduated May 2016

Associates Degree in Science – Transfer Program

Spartanburg Methodist College, Spartanburg SC Aug 2004 – May 2006

CompTIA A+ Certification (Expired, Pending Renewal) Certified: April 30, 2016

Trained at R.D. Anderson Applied Technology Center in 2002-2003

References Available Upon Request

Experience

Denny’s Corporate Office Third Shift IT Support Analyst Oct. 2018 – December 2024

Worked 3rd Shift IT as a Service Center Associate. Provided technical support for POS Systems and all the programs and hardware that are a part of the DINE and Xenial systems. Supported managers and other users over the phone, via email, and generally provide remote support with Bomgar, VNC, and Knox.

Answered IT related questions help resolve procedural issues, provided support and quick resolutions for hardware, software, and Network/Communications related issues. Provided assistance for other non-IT related issues, such as CRISIS calls, since we are the only ones who take calls overnight.

Worked to resolve all calls, emails, and alerts received from the restaurant units, worked to resolve issues ranging from simple hardware/software issues to more complex issues such as network outages, VoIP/Phone related issues, database issues, and local server issues. Use VNC and Bomgar among other tools to fix issues affecting the POS systems at the unit’s and offer support to users with procedural issues.

Completed documentation for all incoming calls and emails using Service Now. Followed up on emails, Internet Outage Alerts, and other active tickets based on priority and urgency. A lot of work with 3rd Party Vendors such as RTG, Hughes, and Comcast.

Dispatched for hardware issues in addition to internet and communications issues once all options are exhausted and the situation demands a tech to be on site to repair or replace equipment.

Escalated ongoing issues and tickets for issues that we are unable to provide support for to the appropriate teams and follow up, when necessary, to verify the issue has been resolved for the user in a satisfactory manner. In most cases I was able to resolve most issues on my end as they come up without needing to escalate or dispatch.

The Hiring Group/SRHS Deployment Project Lead May 2018 – Oct. 2018

Responsible for a team of four employees, training and proving advanced assistance to them when necessary, and installing new monitors throughout the areas designated for upgrades. My team is also responsible for collecting all the older monitors, boxing them up, and preparing them to be donated and/or sold.

Worked with management to provide update of project status, keep up with database, and work with other employees to determine which computers are eligible for the upgrade.

Coordinated with the inventory manager to make sure we keep plenty of new monitors in stock and ready to deploy so there are no delays and our quotas and deadlines are met.

Deployed over 2000 monitors in half of the time expected under my leadership, project was completed over 3 months early.

Robert Half/Grupo Antolin Third Shift IT Support Analyst Sept 2017 – May 2018

Worked for Grupo Antolin in Spartanburg and was responsible for third shift support for three warehouses. Being a third shift job, I was the only IT tech on site, so I worked with minimal supervision.

Primary responsibilities were to make sure the computers, software, printers (mostly label printers), and other devices such as scanners and hand held devices that IT was responsible for on the work floor, especially the critical assembly lines were functioning well and to ensure that when a problem did come up that I resolved the issue timely manner with very minimal down time because if certain lines went down too long it could shut down our main client, BMW.

Worked on a lot of various projects and problems such as setting up, building, and deploying new equipment (mostly computers and printers), replaced or repaired equipment that had either failed or was failing, did a lot of label printer repairs, ran drops using a lift for new devices or stations that had been moved, often had to work with the Maintenance and Engineering teams to fix certain problems or to complete projects.

Worked on the programming side using the two main programs used in our plants, Solidat and Blade. Used these programs to print various labels requested by the team leads and managers. Also used these programs to locate various information on certain parts and orders and would often have to print out the requested information for the manager asking for it. Occasionally had to contact and work with the vendors in Germany to find resolutions to problems that would come up In Solidat.

Conducted troubleshooting and would often have to come up with work arounds to keep the lines running to give myself additional time to figure out or fix the underlying issue. Performed a lot of break/fixes on computers and printers, especially industrial label printers that were critical to keeping the production lines running.

Apex Systems/SRHS/Contract Desktop Support June 2016 - June 26, 2017

Worked as a Desktop Support Contractor for Spartanburg Regional Health Care System.

Worked on a large variety of problems and projects that are covered by Desktop Support to include Operations/Tickets, Hardware Setup, Computer/Laptop repair, and fixed a variety of computer and software related issues. Also did remote desktop support using Bomgar.

Worked with the Cherwell Ticket system and prioritize the tickets based on the highest priority. Work with users to find the best time and way to get their tickets resolved.

Worked hard to be as efficient and productive as possible every day and to do quality work for our users, made sure the tickets or projects were resolved in both a timely manner and that the problems are resolved correctly the first time around.

Other responsibilities include troubleshooting common problems involving both hardware and software issues, deploying new equipment for users, reimage and replacing computers that are defective, getting new or replacement computers set up to the users preference, installing software, mapping printers, resolving common problems, and finding solutions to less common problems.

WhattaWash/Sully’s Super Shine Assistant Manager (Part Time) Aug. 2011 – Current

Work with the employees to make sure everyone is performing their duties properly and assist the general manager in making sure the business is run professionally and up to the owner’s standards.

Work with customers, handle complaints and find reasonable ways to handle small problems that come up on occasion.

Help customers decide which products are best for them and suggest upgrades and other services that best fit the needs of the customers. Also come up with ideas and help with advertising.

Help fix and maintain equipment and computer system that runs the car wash.

Provide IT Support as IT related issues come up.

Computer Plus/GHS Desktop Support/Programming Team January - October 2013

Worked for Greenville Hospital System with third party contractor (Computer Plus) maintaining the hospitals computers, printers, and the related equipment at the all of the Hospital Systems Campuses and Offices located throughout the upstate. (Contract was lost to another company in late 2013).

Picked up, repaired, and returned damaged/infected computers. Used Ghost to image and repair new computers and units in need of a restore. Also recovered and backed up files and folders from damaged or infected computers.

Delivered, installed and setup new or repaired computer systems and other peripheral devices such as local and network printers, scanners, tablets, docking stations, monitors and expansion cards like sound cards and graphics cards. Also did hardware and software upgrades.

Repaired physically damaged computer equipment such as laptops, desktops, and laser printers and replaced parts varying from computer hard disks and motherboards to fussers in laser printers. Did troubleshooting on site, in office, over the phone, and remote desktop.

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