Customer Service Asset Management

Dorian Raimey

*** **** ****** ***** *************,GA / Home: 614-***-****/ *********@*****.***

Education:

DeVry University Columbus, OH Graduated: 2/2014

Associate of Applied Science in Network Systems Administration Associates Degree GPA: 3.54

Devry University Columbus,OH Attended: 5/2015 - 4/2017

Network and Communications Management Bachelor’s Degree Completed 85 % of course.

Related Skills:

Technical: Understanding of Command Prompt, Cisco Routers, Local Area Networks (LANs), Wide Area Networks (WANs), Prepare & Test Cabling, Protocol Analyzers, Imaging Desktop/Laptops/Thin Clients, iPhone, iPad, Android, configuration and setup. IMAP/ SMTP email configuration, Print server configuration.

General: Customer Service, Multiline Phone (Incoming Tech Support), Trouble Ticket System, Creating Documentation (Walkthroughs), Configuring and Presenting Applications (Demos), Managing and Monitoring Terminal/cloud servers. Ordering Computers, Headsets, docking stations etc. following a budget. Asset management,

Infrastructure tools:

Microsoft 365 Administration admin portal, Jira, Service now, Citrix (Desktop), Azure, Intune,Windows Hello, Active Directory, Microsoft Exchange,PowerShell, Remote Desktop, Microsoft Teams, GoToAssist, GoToresolve, RPD,WebEx Meraki, Expedient cloud app to troubleshoot and update servers.

Awards & accomplishments:

Dean’s list: Fall 2012, Summer 2013 and Fall 2013

Honor Society: Alpha sigma lambda

Courses:

AZ 900 Microsoft Azure Fundamentals

Work Experiences:

TEN (Transportation Equipment Network) Full-time - Hybrid

IT Services & Support Analyst Suwanee, GA July 2018- May 2025 6 yrs 11 mos

Microsoft 356 Admin Portal I processed requests in Active Directory (AD on prem as well) Microsoft Exchange accounts for new hires through the ServiceNow ticket systemTest new accounts upon creation for successful login to equipment, network, office 365 email, and remote. Created Teams groups, email distro and private groups.Managed users MFA accounts.

Remote Desktop/VPN Management Verify group users, network drives, and Account profiles are disabled to offboard.Analyse, troubleshoot and install Microsoft cloud solutions. Develop documentation and training materials to support the adoption of Microsoft 365 solutions. Managed and troubleshoot Remote desktop collections and cloud print servers.

WSUS: Windows Server Update ServicesRunning system vulnerability scans, analyzing scan reports, testing system / application patches, deploying system / application patches and then re-running the vulnerability scans to ensure PCI compliance

Application admin Acting as a subject matter expert, providing support and triage for problems with applications and maintaining a high degree of customer service Serves as Tier 2 Enterprise Asset Management (EAM) / Enterprise Resource Planning (ERP) support with an industry focus on: Transportation, Logistics and Supply Chain

Create, update and enhance documentation and knowledgebase and/or training articles related to: Enrich Enterprise Asset Management Software (BOA, Core, Emconex), Microsoft Office 365, JIRA,

Telephony/VOIP Managed user account phone system account creation through spectrum. Call center applications Unity and desktop notifier as well as WebEx configurations and installation was up to me. 24 plus user call center. Troubleshooting wireless headsets, desk phones reaching out to vendors when service is needed.

Travel Travel to setup network equipment throughout the company. Received inbound calls from downed network at different branches. Use Meraki to troubleshoot reseat cables and called the ISP provider when needed. Helped move an office to another location.

ATG

Technical Support Coach New Albany, Ohio May 2015 - July 2018

- Objective of my position is to provide assistance to ensure continuous service availability, and timely restoration of technology services to both internal and external customers.

- Responsible for daily monitoring of the Project Request Center (Trello) to ensure timely communication to the requesting user/department regarding projects or requests for assistance.

- Provides support to end users on variety of issues including troubleshooting third-party applications.

- Responds to telephone calls, email and personnel requests for technical support.

- Documents, tracks and monitors problems to ensure a timely resolution.

- Responsible for all desktop and laptop computer setups and builds.

troubleshooting/maintenance, of all printer maintenance and network connectivity

Offsite PC and Application configuration and troubleshooting for clients and agents.

- Purchasing equipment within budget (Computers, Docking stations etc.).

PCM

Service Desk Analyst Lewis Center, Ohio Jan 2015 – May 2015

- Provide customer phone support, resolve technical issues, log and escalate calls as appropriate

- Answers incoming calls in a professional, friendly and timely manner

- Builds a strong relationship with end users by projecting a positive attitude and providing helpful support

- Troubleshoot and problem solve efficiently by using active listening skills and asking pertinent, specific questions

- Work to handle any user problems before finding it necessary to escalate the issue to a higher level

- Tickets in a timely manner and follow up with all end users to ensure customer satisfaction

- Other duties as assigned

Brooksource (Ascena Service desk)

Helpdesk Analyst 1 Etna, Ohio April 2013- Jan 2015

-Provided great customer service for the 5 Brands under the Ascena Retail name: Lane Bryant, Catherines, Dressbarn, Maurices and Justice.

- I averaged between 25-39 calls a day,

- Troubleshoot POS using VMware

- Escalated calls to the right teams the solve issues with customers and corporate users.

- Took inbound calls from corporate user reset passwords, escalated to client tech team throughout the brands.

- I also worked on corporate emails and escalated them to the proper teams as well

- Utilized Front Range as a the ticketing system to create and tickets for the users

References:

Title: Director Information Technology (Company:Ten)

Name: Mark Miller

Phone number: 614-****-***

Title: Manager, Data Engineering ( Company: CAS Consulting )

Name: John Hambel

Phone number : 614-***-****

Title: Production Manager (Company:Ten)

Name: Aaron Settepanella

Phone number: 614-***-****

Title: Problem incident Management (Company:Ten)

Name: Sean Brenner

Phone number: 614-***-****

Title: TEN Care Maintenance Manager (Company:Ten)

Name: Dustin McKinney

Phone number: 678-***-****

Title: TEN Care Administrative Manager (Company:Ten)

Name: Stephanie Caicedo

Phone number: 706-***-****

Contact this candidate