Technical Support Desktop

DERRICK DUKES

United States Navy Submarine Veteran

678-***-**** *.*******@*****.*** Newnan, GA

[LinkedIn](https://www.linkedin.com/in/derrick-dukes-8a768029/) PROFESSIONAL SUMMARY

Experienced IT Professional with a strong background in cybersecurity, system administration, and desktop support. Proficient in network monitoring, troubleshooting, and hardware maintenance. Skilled in providing top- tier technical support and managing IT infrastructure projects. Adept at identifying and resolving technical issues to maintain optimal system performance.

Key Skills

- Threat Analysis

- Preventative Maintenance

- Asset Management

- Cloud Security

- Compliance Management

- System Migrations

- Linux/Ubuntu/CentOS

- Active Directory

- Troubleshooting & Network Security

- Python

- Technical Project Management

- Windows Server

- Hardware troubleshooting

EDUCATION

-Bachelor of Business Administration: Computer Information Systems/Cyber Security Georgia State University, Atlanta, GA (2019-23)

-Associate of Applied Science: Air Traffic Management Middle Georgia State College, Cochran, GA (2011-13) TECHNICAL SKILLS

Operating Systems

- Windows (all versions)

- macOS

- Linux/Unix

Troubleshooting and

Diagnostics:

- Hardware and software

troubleshooting

- Network connectivity issues

- System diagnostics and

analysis

Hardware Knowledge:

- Desktops, laptops, and

peripheral devices

- Printers and scanners

- Mobile devices (smartphones,

tablets)

Software Applications:

- Microsoft Office Suite (Word,

Excel, PowerPoint)

- Antivirus and malware

protection software

Networking:

- TCP/IP, DNS, DHCP

- LAN/WAN configurations

- VPN setup and support

Security:

- Endpoint security

- Security best practices

- Data protection and encryption

Remote Support:

- Remote desktop tools (e.g.,

Bomgar, Remote Desktop

Protocol, SSH)

- Virtual private networks (VPNs)

Ticketing Systems:

- Experience with IT service

management tools (e.g.,

ServiceNow, Jira)

Customer Service and

Communication Skills:

- Providing technical support to

end-users

- Resolving issues through

phone, email, or in-person

- Clear and concise

communication of technical

information to non-technical

users

PROFESSIONAL EXPERIENCE

James River Insurance, Alpharetta, GA

Help Desk Associate

January 2024 – Present

-Provided first-level technical support for over 300 users, resolving hardware, software, and network-related issues with a 95% first-call resolution rate.

-Diagnosed and resolved complex technical issues involving operating systems (Windows, macOS, Linux), ensuring minimal downtime and efficient problem resolution.

-Utilized remote desktop tools (e.g., Bomgar, Remote Desktop Protocol) to troubleshoot and fix user issues quickly and effectively.

INAP - Atlanta, GA

Cloud Support Technician

February 2023 – November 2023

- Conducted network terrain audits, penetration testing, basic digital forensics, software threat analysis, and remediation of technical problems.

- Performed vulnerability scans, maintained network defense tools, and evaluated deficiencies identified during cyber security reviews.

- Ensured security through access controls, system backups, firewall configurations, and monitored user accounts for security violations.

-Communicated directly with data centers to provide insight on hardware issues and server locations. Boost IT - Dunwoody, GA

Client Support Specialist (Intern)

August 2022 – February 2023

- Performed daily system monitoring, verified hardware and server integrity, and reviewed system/application logs.

- Maintained servers and systems during peak periods and restored systems during network outages.

- Resolved Tier 2 level support issues for over 60,000 merchants, enhancing customer satisfaction and system reliability.

InComm - Newnan, GA

Field Service Technician

June 2015 – August 2022

- Collaborated with cross-functional teams to identify, troubleshoot, and escalate chronic issues, improving service quality.

- Managed installation, repair, maintenance, and testing tasks for over 2,500 terminals/equipment annually.

- Optimized system performance by troubleshooting hardware/software issues and maintaining effective communication with leadership.

United States Navy - Various Locations

Submarine Sonar Technician, 2nd Class

July 2006 – July 2011

- Participated in training exercises focused on responding to physical and technological threats.

- Maintained accuracy and efficiency in operating sonar and oceanographic equipment.

- Supervised and trained over 10 crew members, ensuring safe submarine operations. Southwire, Carrollton, GA

Barrel Packer

January 2014 – June 2015

-Packed and prepared electrical wire barrels for shipment, ensuring accuracy in product labeling and quality checks.

-Monitored inventory levels and coordinated with production teams to meet daily shipment targets.

-Maintained a safe and organized work environment by adhering to company safety protocols.

-Worked collaboratively with team members to streamline packing processes and reduce downtime.

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