Information Technology It Support

DEANTWAN FORD

Clayton, NC *****

919-***-**** *************@*******.***

www.linkedin.com/in/deantwanford

PROFESSIONAL SUMMARY

Dedicated and results-oriented Information Technology professional with a strong background in IT support,

hardware and software management, and exceptional customer service skills. Experienced in troubleshooting

complex technical issues, implementing efficient IT solutions, and ensuring seamless operations within diverse

organizational settings. Proficient in leveraging a comprehensive understanding of IT systems to optimize

performance and enhance user experience. Eager to transition these skills into a rewarding career, aiming to

contribute to innovative technology initiatives and deliver exceptional service in a challenging and dynamic

environment. Possess excellent communication and problem-solving abilities, combined with a strong commitment

to continuous learning and staying updated with the latest industry trends.

● Information Technology ● Hardware Configuration ● Client Service Engagement

● IT Troubleshooting ● Software Proficiency ● Organization Communication

● Computer Maintenance ● Technical Acumen ● Inspection Compliance

EDUCATION CERTIFICATIONS

Associate of Applied Science (A.A.S.) Information Technology Business Support Wayne Community

College 2022

Information Technology Security Administrator Diploma MyComputerCareer 2024

Internet Technology Diploma Wayne Community College 2020

Certifications

A+ Fundamentals Certification Wayne Community College 2020

Microsoft Fundamentals Certification Wayne Community College 2022

Hardware/Software Support Certification Wayne Community College 2019

Windows Operating System Certificate Wayne Community 2019

Systems & Hardware Support Wayne Community 2020

A+ CompTIA My Computer Career Expected 2025

Network+ CompTIA My Computer Career Expected 2025

Security+ CompTIA My Computer Career Expected 2025

Microsoft Azure My Computer Career Expected 2025

Linux Essentials My Computer Career Expected 2025

PROFESSIONAL EXPERIENCE

CompuCom Raleigh, NC 07/2024 –

10/2024

Hardware Installation Technician

● Installed and configured desktops, laptops, and peripherals such as printers and scanners for State Farm

offices in Raleigh, achieving a 98% success rate in completing installations within agreed-upon SLA times.

● Diagnosed and resolved hardware issues for end-users, maintaining an average downtime reduction of 30%

by implementing proactive maintenance strategies and quick resolution techniques.

● Executed hardware upgrades, including RAM and hard drive replacements, across 200+ devices, resulting in

a 25% improvement in system performance and reliability for State Farm employees.

● Managed hardware inventory levels and accurately documented all installations and upgrades using IT asset

management tools, ensuring a 100% compliance rate with State Farm's inventory control policies.

● Delivered technical support and training sessions to end-users on newly installed hardware and software,

resulting in a 15% increase in user satisfaction scores based on post-installation surveys conducted by State

Farm's IT service desk.

DEANTWAN FORD PG. 2

CVS Clayton, NC

09/2023 – 07/2024

Pharmacy Technician

● Utilized pharmacy management software to accurately interpret prescription orders, ensuring precise entry

and timely dispensation of medications.

● Provided technical support to customers, addressing inquiries regarding medication information, dosage,

and potential interactions, both in-person and via telephone.

● Managed medication inventory using digital tracking systems, optimizing stock levels and minimizing waste

through systematic rotation and disposal of expired medications.

● Facilitated insurance claims processing by interfacing with insurance providers and leveraging electronic

billing systems, ensuring compliance with regulatory requirements and safeguarding patient confidentiality.

● Interpreted prescription orders and entered them into the computer system; assisted pharmacists in filling

prescriptions by retrieving, counting, pouring, weighing, and measuring medications; ensured prescriptions

were filled on time, maintaining accuracy and efficiency.

CVS Clayton, NC

09/2022 - 07/2024

Retail Store Associate

● Provided technical support for customers using CVS digital platforms and applications, ensuring seamless

navigation and troubleshooting issues related to the CVS website and mobile app.

● Leveraged point-of-sale (POS) systems and inventory management software to process transactions

accurately and efficiently, maintaining a perfect record of financial integrity.

● Utilized data analytics tools to track customer preferences and purchasing behaviors, informing inventory

decisions that reduced overstock by 20% and minimized stockouts.

● Implemented digital signage and promotional displays using CVS digital platforms, contributing to a 25%

increase in sales during promotional periods.

● Educated customers on digital loyalty programs such as CVS ExtraCare, achieving a 30% increase in

program enrollment and enhancing customer engagement through digital channels.

Staples Garner, NC

03/2021 – 09/2022

Retail Sales Technology Associate

● Delivered expert technical advice and support to customers on a wide range of technology products and

services, maintaining a 90% customer satisfaction rate through personalized consultations.

● Stayed abreast of emerging technology trends and product developments, leveraging comprehensive product

knowledge to recommend tailored solutions that led to a 15% increase in technology product sales.

● Provided efficient technical support, resolving an average of 10 customer technical issues daily with a 95%

resolution rate, ensuring high levels of customer satisfaction and retention.

● Achieved a 20% increase in sales revenue by consistently meeting or exceeding weekly and monthly sales

targets through effective upselling and cross-selling strategies in the technology department.

● Conducted monthly technology workshops for customers, educating participants on the latest software and

hardware features, resulting in a 25% increase in customer product knowledge and confidence in technology

usage.

TECHNICAL COMPETENCIES

Systems: Windows 7/8/10, Mac OS X, iOS, DNS, DHCP, Network Security, IPS/IDS

Hardware: Desktop PC assembly/disassembly, RAM, Hard Drives, Motherboard, NICs, Processors Software:

Microsoft Firewalls, Malware Identification, Adobe Acrobat XI, Visual Basic Scripting, Configuration of hardware,

software, networks, printers, scanners, troubleshooting technical issues, virus/malware mitigation, encryption

implementation.

Cloud Platform Support: Microsoft Intune, Azure, Office 365, Google Cloud Applications, Installation of wireless

networks and topologies

Contact this candidate