Andrew Dinkins
Leesburg,VA
Summary
I am a Digital Experience Specialist with over 4 years of Tier 1 and Tier 2 experience. I have assisted customers and end users with their technical software/hardware needs. I am First-class expert with deep technical knowledge, strong reasoning skills and quality research techniques. Troubleshooting master skilled at quickly identifying and solving problems.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Digital Experience Specialist
Loudoun County Public Schools
Ashburn, VA
04.2021 - Current
- Took ownership of incidents reported by staff and students, effectively ensuring their timely resolution.
- Effectively managed client service tickets by utilizing the Ivanti software management system to record user information and problem descriptions.
- Delivered prompt and effective technical assistance to clients through diverse means of communication including phone calls, emails, inter-office chat service, and remote support.
- Deployed, installed, and maintained technology equipment and peripherals at assigned location and departments.
- Engaged in regular dialogue with colleagues to ensure understanding of system modifications, resolve ongoing problems, and promote awareness of upcoming ventures
- Utilized troubleshooting skills to diagnose basic network connectivity issues and efficiently obtain the IP address through methods such as ifconfig, ipconfig, etc.
- Utilized expertise in troubleshooting a wide range of computer hardware components like RAM, CPU, Network Cards (NIC), Motherboard,and PSU to identify and fix technical problems effectively.
- Ensured strict adherence to company security policy protocols.
- Addressed complex concerns and successfully developed resolutions to satisfy business requirements and customer needs.
- Managed account setups, password resets, and system configurations for server and file management software.
- Supervised inventory operations, compiling accurate reports documenting asset status, system modifications, and new acquisitions.
- Executed system administration work involving user account management and installation of district-approved software
Family Protection Specialist
Mississippi Department of Human Services
Hattiesburg, MS
07.2017 - 02.2021
- Contributed to the development and implementation of Information Technology classes for students aged 15-18.
- Spearheaded efforts with local organizations to involve young people in pro-social activities and support families' utilization of available services.
- Implemented parental computer technology sessions aimed at fostering academic excellence and success for children.
- Performed assessments through interviews with clients, both individually and in groups, to determine their situations, abilities, and obstacles.
End User Technical Support Specialist
University of Southern Mississippi
Hattiesburg, MS
03.2013 - 05.2015
- Handled incoming technical service calls and emails as the primary contact.
- Aided customers by offering support for password resets and account customization.
- Initiated service tickets for clients, meticulously documenting user details and the nature of reported problems.
- Handled troubleshooting of Level 1 technical concerns encompassing software, hardware, and peripherals.
- Provided instructional support and product troubleshooting to staff and students.
- Showcased poise and perseverance in handling demanding customer situations, implementing de-escalation techniques to ensure favorable outcomes and delivering exceptional customer service.
- Facilitated efficient employee workflow through the setup and installation of all necessary equipment such as cables, operating systems, and software.
Education
Certifications -
CompTIA Network+
04.2023
Bachelor of Science And Technology - Criminal Justice
The University of Southern Mississippi
05.2015
Associates of Arts Degree -
Mississippi Gulf Coast Community College
05.2011
Skills
- Verbal and Written Communication
- Analytical Thinking
- Microsoft Office
- Customer Service
- Computer Proficiency
- Software Release and Rollout
- Team Collaboration and Leadership
- Customer Inquiries and Responses
- Hardware and Software Repair
- Technical Support
- Remote Technical Support
- Tier 1 & Tier 2 support
Certification
- CompTIA Network+
- CompTIA Security+ (pending)
References
References available upon request
Timeline
Digital Experience Specialist
Loudoun County Public Schools
04.2021 - Current
Family Protection Specialist
Mississippi Department of Human Services
07.2017 - 02.2021
End User Technical Support Specialist
University of Southern Mississippi
03.2013 - 05.2015
Certifications -
CompTIA Network+
Bachelor of Science And Technology - Criminal Justice
The University of Southern Mississippi
Associates of Arts Degree -
Mississippi Gulf Coast Community College