DAEVON WATSON
Dallas,Texas
Summary
Capable Help Desk Technician, experienced in helping users correct problems with computer systems, mobile devices, and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.
Overview
3
3
years of professional experience
Work History
Level II Help Desk Associate
CyberlinkASP
Dallas, TX
10.2023 - Current
- Monitored systems, identified issues, and resolved them in a timely manner.
- Troubleshot software issues for over 500 customers, resulting in an improved customer service experience.
- Created a knowledge base of troubleshooting steps and procedures that allowed users to easily resolve common issues.
- Provided onboarding and offboarding IT support for 50 employees annually, ensuring smooth transitions.
- Assisted in network reconfiguration projects, leading to enhanced system performance and reliability.
- Documented processes for future reference by team members when handling similar cases.
- Provided technical support to clients in troubleshooting Windows-based applications.
- Performed system upgrades on both physical servers and virtual machines running Windows Server OSs.
- Delivered local and remote Tier 2 IT support for hardware and software to company personnel.
Level I Help Desk Associate
CyberLink ASP
Dallas
10.2022 - 10.2023
- Answered incoming calls, emails and chats to provide technical assistance and troubleshooting.
- Tested systems to ensure they are functioning properly prior to deployment.
- Created user accounts in Active Directory and granted access rights accordingly.
- Coordinated with third-party vendors for resolution of any hardware or software related issues that could not be solved internally.
- Resolved customer complaints regarding technical problems with products or services in a timely manner.
- Set up new users on their assigned workstations including installation of necessary applications and software updates.
- Served as first point of contact for incoming technical service calls and emails.
Education
CompTIA A+, Networking+, Security+, ITIL 4 -
ACI Learning
01.2023
Python/SQL -
Codecademy
Skills
- System administration
- Network troubleshooting
- Technical support
- Knowledge base creation
- Onboarding support
- Data analysis
- Disaster recovery
- Active directory
- Helpdesk operations
- Windows administration
- Microsoft Office
- Python programming
Timeline
Level II Help Desk Associate
CyberlinkASP
10.2023 - Current
Level I Help Desk Associate
CyberLink ASP
10.2022 - 10.2023
CompTIA A+, Networking+, Security+, ITIL 4 -
ACI Learning
Python/SQL -
Codecademy
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