Dakotah Long
Senior IT Support Specialist
Ankeny,IA
Summary
Innovative Senior IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
Work History
Senior IT Support Specialist
Caseys General Stores Inc
Ankeny, Iowa
10.2019 - Current
- Exceeded call-handling goals by 15%, managing an average of 20 calls per day
- Created help desk tickets, troubleshot and resolved desktop issues.
- Collaborated with cross-functional teams to ensure seamless IT support during major company initiatives.
- Used ticketing systems to manage and process support actions and requests.
- Researched and identified solutions to technical problems.
- Configured and tested new software and hardware.
- Diagnosed, troubleshot, and resolved hardware, software, and connectivity issues for over 10,000 devices
- Excelled in problem analysis through targeted questioning, reducing downtime and enhancing customer experience
- Maintained documentation of IT systems, processes, and procedures for easy reference by the team members.
IT Support Specialist
Caseys General Stores Inc
Ankeny Iowa, Iowa
10.2019 - 10.2021
- Managed approximately 30 incoming calls per day
- Reduced downtime with effective troubleshooting and timely problem resolution.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Diagnosed and troubleshot hardware, software and network issues.
Education
Associate of Applied Science - Computer Networks And Security
Indian Hills Community College
Ottumwa, IA 08.2016 - 05.2018
Skills
Desktop support
Hardware upgrades
Printer troubleshooting
Operating system management
User Training
Remote Support Capabilities
Helpdesk call support
Hardware maintenance
Application support
NCR software
Mobile Device Management
Mobile Device Support
VoIP Support
Technical Support
Hardware diagnostics
Okta
Confluence
Career Overview
Senior IT Support Specialist with 5+ years of Help Desk Experience in a 24x7 high-volume technical call center. Achieved 95% customer satisfaction rating by swiftly diagnosing and resolving technical issues. Known for exceptional problem-solving and communication skills.
Timeline
IT Support Specialist
Caseys General Stores Inc
10.2019 - 10.2021
Senior IT Support Specialist
Caseys General Stores Inc
10.2019 - Current
Associate of Applied Science - Computer Networks And Security
Indian Hills Community College
08.2016 - 05.2018
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