Anthony Dowell

Work History

Information Technology Assistant

Wake County Board of Elections

06.2022 - 01.2025

Streamlined the setup process for new and used computers within 4 months, resulting in significant improvements in user experience and support response times
Achieved successful updates and configurations of election software on 300+ laptops, resulting in a reduction of software-related issues by 50% within 2 months
Enhanced team productivity by restoring functionality to multiple PCs and laptops within 3 months, applying advanced troubleshooting techniques to ensure seamless operations
Tested voting equipment and document results for official record
Enhanced system performance by evaluating and upgrading PC hardware and software within 3 months, implementing VPN clients and other tools for improved efficiency
Prepared peripherals for dispatch to voting locations (printers, barcode scanners, mice)
Facilitated the comprehensive deployment of technical infrastructure at Early Voting Sites, ensuring seamless operations during critical voting periods within tight timelines
Provided on-site technical support during election training and during Early and Election Day Voting
Provided on-site and telephone technical support to voting locations during voting periods
Configured computer workstations (computer, phones, scanners, printer, etc.) for new office staff within 1 week, enabling seamless integration and immediate access to required systems and applications
Periodically audited and inventoried office tech supplies
Assisted with basic software and programming related tasks, including MECM (SCCM).
Successfully processed and resolved Helpdesk technical support tickets within 24 hours using Teamworks ticketing system, ensuring minimal disruption to end-users and improving operational continuity
Proactively configured/organized scanner rack and labeled laptops shelves in laptop carts with individual laptop names
Achieved a smooth migration to new computers for all end users within 6 months, ensuring minimal disruption and consistent support throughout the process
Proactively volunteered in various departments, fostering teamwork and improving inter-departmental communication
Proficient in Microsoft Office

Sortation Associate

Amazon Logistics Group

11.2021 - 06.2022

Used Zebra mobile computer to sort merchandise into bags or on racks for driver delivery after merchandise has been stored on a sortation rack
Loaded bags and boxes to cart to be delivered to staging area for delivery drivers for designated delivery route
Prepared sortation area by replacing bags in racks for the next day's deliveries

General Merchandise Associate

Target

10.2020 - 10.2021

Ensured product was set, in-stock, accurately priced and signed on the sales floor
Pulled needed products from stock room and pushed to sales floor using Zebra mobile computer and printer
Audited product capacities on sales floor and stock room
Assisted with ordering

Associate Technical Support Engineer

Citrix

04.2018 - 08.2020

Achieved a 95% customer satisfaction rating within 6 months by efficiently resolving first-level support requests via phone, email, and chat using Jira ticketing system.
Assisted customers who request support ranging from product training and troubleshooting, account-services related requests (license management), and requests to cancel service as detailed below
Increased efficiency by within 3 months by proactively identifying and addressing potential technical issues before they escalated
Worked on issues that range from answering product questions to providing basic to moderately complex technical support when the customer is having trouble using a product and calls through the Customer Service lines
Provided instruction on use and application of products; answered questions; reset passwords; made recommendations regarding subscription plans to current or prospective customers
Resolved billing and contract inquiries for cross-functional teams within 3 months, enhancing overall customer satisfaction and streamlining communication processes
Achieved a reduction in follow-up inquiries over 6 months by accurately documenting customer interactions in the Salesforce.com Case Management System
Analyzed and diagnosed complex technical problems to ensure minimal downtime for clients

Mobile Deployment Technician

Integrated Communications

09.2017 - 12.2017

Imaged Apple and Android tablets and smartphones, backed up user's data, migrated users and reconfigured users' custom settings
Created customized configurations tailored to meet unique client requirements while adhering to industry standards.
Created customer policies
Maintained and updated inventory in asset tracking system
Experience with a Mobile Device Management system such as or Maas360 and Omnitracs software
Built holder hardware for tablets and phones

AUR Fulfillment Specialist

Kodak Alaris

03.2016 - 01.2017

Responsible for processing Kodak equipment orders for technician and companies/sites
Responsible for managing inventory of Kodak equipment and tracking returned equipment to prevent financial loss
Enhanced vendor relationships by systematically tracking and resolving equipment returns, minimizing potential invoicing disputes
Created shipping labels for returns
Tracked packages that are linked to all major delivery services

Deployment Technician

Fujitsu

09.2015 - 12.2015

Wiped desktop computers and laptops for donation
Successfully imaged over 500 desktop computers and laptops within 4 months, enhancing system readiness and minimizing downtime for end users
Set up employee workstations (computers, monitors, printers and phones) and migrated customer files on new computers
Migrated user profiles to new computers
Validated software
Resolved 100% of escalated PC deployment issues within 24 hours, maintaining seamless operations for end users

Work Study Student

ITT Technical Institute

01.2015 - 08.2015

Assisted with troubleshooting /repairing laptops for students
Imaged desktops and laptops using Clonezilla Live and Clonezilla Server
Refurbished computers
Facilitated peer tutoring sessions, enhancing student understanding and engagement in coursework within the semester
Assisted instructors with class materials
Leveraged ServiceNow for tracking IT issues, resulting in improved team collaboration and faster resolution times
Utilized ServiceNow ticketing system to track and resolve IT issues, enhancing team collaboration

Summary

Overview

Work History

Information Technology Assistant

Sortation Associate

General Merchandise Associate

Associate Technical Support Engineer

Mobile Deployment Technician

AUR Fulfillment Specialist

Deployment Technician

Work Study Student

Education

Bachelor of Science - Network And Cybersecurity

Associate of Arts - Network And System Administration

Bachelor of Science - Education

Skills

Timeline

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