Dajahn Carter

• Diagnosed and resolved complex technical issues related to wireless connectivity, LAN/WAN configurations, and cloud administration.
• Led deployment and lifecycle management of Cisco Meraki systems, providing comprehensive wireless, switching, and security support for showroom and operations environments.
• Reduced wireless connectivity incidents by 25% through proactive monitoring and user training.
• Developed end-user guides and knowledge base articles, increasing self-service resolution by 30%.
• Coordinated SaaS contract renewals and vendor compliance, supporting $500K+ in annual licensing.

• Advanced from deployment project leadership to configuration analyst, specializing in IT support and agile development.
• Managed UAT and rollout of ITSM features in Ivanti for over 1,000 users, enhancing ticket resolution time by 20%.
• Designed and implemented custom SharePoint workflows, reducing project tracking errors by 40%.
• Led onboarding and Tier 1–2 support for enterprise EMR platforms across more than 30 hospitals, ensuring seamless integration.
• Automated processes to enhance invoice tracking and improve vendor payment timelines by 15%.
• Validated licenses and ensured 100% compliance for over 2,000 users on SaaS-based healthcare platforms.
• Provided system support and user training, boosting satisfaction scores by 18%.

Streamlined asset tracking by overseeing hardware and software inventories.

• Conducted user training sessions and resolved complex technical issues with IT teams.
• Provided support for laptops, VMware VDI, and physical desktops to ensure optimal system performance.
• Served as Technical Support Specialist for deployment of advanced software in automated package handling.
• Resolved O365, Windows, and mobile issues for 500+ end-users, achieving a 95% first-contact resolution rate.
• Maintained incident documentation for improved response times and issue resolution efficiency.
• Managed asset inventories and optimized tracking processes, reducing equipment loss by 20%.
• Led training sessions for new software rollouts, enhancing adoption rates by 25%.

Facilitated new store openings and device rollouts by collaborating with cross-functional teams.

• Managed high-priority incident responses, achieving timely issue resolution within service level agreements.
• Administered Active Directory and enforced Group Policy Objects to enhance security and system settings.
• Identified critical issues, coordinating with technical teams for rapid resolution and service restoration.
• Provided technical support for over 30 retail locations, specializing in WAN/LAN/WLAN troubleshooting.
• Administered Active Directory and Group Policy Objects, reducing unauthorized access incidents by 35%.
• Coordinated new store openings, ensuring 100% on-time delivery of equipment.

• Coordinated with internal technology teams and external vendors to maintain alignment on contract deliverables, performance metrics, and escalation procedures.
• Participated in vendor lifecycle relationship management by coordinating software updates, maintaining compliance, and streamlining ticket resolutions for critical applications.
• Acted as a liaison between IT and procurement teams, facilitating clear communication around third-party oversight and contract renewals.
• Managed extended support contracts and software licensing agreements for Linux-based applications, in collaboration with the Legal and Procurement departments.
• Developed documentation for system configurations and support workflows in line with vendor SLAs, and internal audit requirements.
• Managed vendor lifecycle processes, including ticket triage and SLA tracking, to ensure seamless operation of Linux-based systems.
• Collaborated with IT, Procurement, and Legal teams to streamline licensing, renewals, and documentation workflows.