Daevon Thompson
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
7
7
years of professional experience
Work History
Help Desk Analyst
Chapters Health System
12.2021 - 06.2022
- Applies internal call handling procedures and use of ticketing system for management of issue resolution data in order to provide training and support to team
- Responds to users requiring technical assistance via phone, electronically or in-person
- Troubleshoots and resolves technical hardware and software issues
- Documents resolutions and known issues by updating the internal knowledge base (Track-It Solutions) and/or communicating with relevant business units
- Escalates more involved issues to the appropriate Level 3 support teams
- Responsible for imaging, configuring and distributing new devices
- Troubleshoots and supports PC, laptop, tablet, phone system and smart phones, printers, and common software applications; maintains equipment inventory
- Completes phone system requests for new programming (hunt group, call routing, STAR apps, etc.)
- Remotes in for installation support
- Provides quotes for all IT related requests, completes CERs, and purchases approved requests.
Systems Administrator
Brooksource
12.2020 - 12.2021
- Migrate, install and configure application software
- Work with vendor team to install and configure PPM application software according to defined SOW
- Train during first 2 weeks to become fully up to speed on current PPM processes and tool configuration
- Participate in vendor-led training to learn functionality for new PPM tool
- Clean, map and migrate data from existing PPM tool to new PPM tool
- Create and manage PPM user accounts and system permissions
- Monitor performance and maintain current and new PPM systems according to requirements
- Build user stories and define processes in support of system migration
- Troubleshoot issues, document problems and resolutions, prioritize resolutions, and assess potential impacts
- Provide technical support on PPM tool(s) for team members and employees as required
- Ensure proper security through prescribed access controls
- Develop expertise to train team members on system functionality as needed
- Create SOPs and documentation as needed during new system implementation
- Write test cases as required during new PPM tool implementation
- Lead internal and UAT testing as required, document results, and track action assignments and resolutions
- Act as primary support point of contact for reported issues during implementation
- Update PMO SOPs, User Guides, Quick Tip Sheets, and Onboarding Guides to reflect new PPM tool processes.
25B Information Systems Operator - Analyst
U.S. Army
08.2015 - 04.2020
- Maintenance of networks, hardware and software
- Provide customer and network administration services
- Construct, edit and test computer programs
- Supervises the deployment, installation, operation, and unit level maintenance of multi-functional/multi-user information processing systems
- Determines requirements, assigns duties, and coordinates activities of personnel engaged in information system analysis and maintenance
- Develops and administers on-site training programs
- Compiles output reports in support of ADPE operations
- Performs system studies using established techniques to develop new or revised system applications and programs
- Writes final design programs, operational manuals, procedures, and requirements documents
- Analyzes telecommunications information management needs.
Help Desk Technician
Inovalon
08.2015 - 04.2017
- Contributed to call center team productivity and customer satisfaction by serving as an escalation point for technical issues other help desk technicians were resolving for their callers
- Provided computer help desk support via telephone, face to face and remote desktop communication with end-users utilizing customer service techniques and strong communication skills
- Created help desk documentation with step-by-step instructions on problem-solving techniques
- Provided second level support to internal help desk to solve user concerns with specific applications
- Successfully managed a demanding workload in responding to telephone calls and e-mails.
Education
Certificate - Data Analytics
Coursera
05.2023
Certificate - Project Management
Devry University
04.2023
Certificate - Cybersecurity
Devry University
06.2022
Bachelor of Science - Cyber Security
Southern New Hampshire University
Hooksett, NH11.2021
Associate - Computer Science
Southern New Hampshire University
Hooksett, NH08.2018
Skills
- Load Balancing
- Computer Networking
- Desktop Support
- VoIP
- Active Directory
- IT Support
- Microsoft Excel
- Microsoft Windows Server
- Troubleshooting
- Network Firewalls
- Linux
- Secret Clearance
- Move/Add/Change equipment
- Mac OS
- MAC
- Tech Support
- DNS
- Technical Support
- Administrative Assistant
- Microsoft Outlook
- LAN
- PowerShell
- Microsoft Windows
- Microsoft Exchange
- VMWare
- WAN
- SQL
- Network Support
- Microsoft Office
- TCP/IP
- Authentication
- Helpdesk Support
- Military Experience (5 years)
- Remote Access Software
- Network Engineering
- VPN
- Word
- Citrix
- Microsoft Powerpoint
- Billing
- Operating Systems
- Outlook
- Network Administration
- Service Desk
- Microsoft Word
- DHCP
- Azure
- Analysis skills
- Python
- Help Desk
- Application Installations
- Hardware Upgrades
- Customer Support
- Remote Support Management
Timeline
Help Desk Analyst
Chapters Health System
12.2021 - 06.2022
Systems Administrator
Brooksource
12.2020 - 12.2021
25B Information Systems Operator - Analyst
U.S. Army
08.2015 - 04.2020
Help Desk Technician
Inovalon
08.2015 - 04.2017
Certificate - Data Analytics
Coursera
Certificate - Project Management
Devry University
Certificate - Cybersecurity
Devry University
Bachelor of Science - Cyber Security
Southern New Hampshire University
Associate - Computer Science
Southern New Hampshire University
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