Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Dalton Neal

Tuscola,IL

Summary

Resourceful Technical Support Specialist proficient in restoring system functionality by quickly assessing and resolving diverse hardware and software problems. First-rate troubleshooting, diagnostic and repair skills combined with strong attention to detail and systematic approach.

Overview

8
8
years of professional experience

Work History

Technical Support Specialist

Campus Technologies, Parkland College
Champaign, IL
11.2020 - Current
  • Monitored service orders to completion and closed service tickets.
  • Maintained compliance with established and updated policies and procedures with minimal supervision.
  • Collaborated with support team to assist end users with emergent technical issues and develop effective solutions.
  • Communicated with end users to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
  • Managed deployment of policies and applications through SCCM and Active Directory.
  • Managed assets and support tickets using both eHelpdesk and TeamDynamix systems.
  • Documented procedures for various systems and programs.
  • Updated and maintained knowledge base information for documentation and future reference.
  • Presented technical training to Technical Support Specialist team members.
  • Modified existing application scripts for SCCM deployment in Powershell.
  • Scheduled team members in busy office settings to facilitate appropriate coverage.
  • Trained team members in the use of new procedures and technologies.

Technical Support Assistant II

Campus Technologies, Parkland College
Champaign, IL
02.2018 - 11.2020
  • Communicated with faculty and staff to ensure standards were being met with satisfaction.
  • Used Team Dynamix, Helpdesk, and Active Directory.
  • Communicated within department to ensure that support standards and protocols were being met.
  • Assumed leadership role in supervisor's absence to ensure tasks were being completed accurately and efficiently.
  • Conferred with vendors to obtain replacement hardware or software and escalated more complex concerns.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.

Technical Support Assistant I

Parkland Tech Service Desk, Parkland College
Champaign, IL
09.2017 - 02.2018
  • Communicated with students, staff, and faculty in person or via phone and email.
  • Delegated problems to appropriate technicians using a ticket system along with calls and emails as appropriate.
  • Used Datatel, Helpdesk, Faculty Directory, Cobra, and Office 365 programs for daily job functions.
  • Kept end users informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.

Education

Associate of Applied Science - General Studies

Parkland College
Champaign, IL
05.2019

High School Diploma -

Tuscola Community High School
Tuscola, IL
05.2016

Skills

  • Parkland Applications and Software
  • Microsoft Office Programs
  • Troubleshooting and Diagnosing
  • Organization
  • Technical Documentation
  • SCCM and Active Directory
  • Fast Learner
  • Critical Thinker

References

James Kiser | Parkland College, Technical Support Specialist | jkiser@parkland.edu | (217) 552-8517

Mark McClain | Parkland College, Technical Support Specialist | mmcclain@parkland.edu | (217) 979-0100

Sara Stone | Parkland College, Tech Service Desk Coordinator | sstone@parkland.edu | (217) 714-5443

Steve Barbee | Parkland College, Director of Technology Client Services | sbarbee@parkland.edu | (217) 721-4085

Ricky Deer | Parkland College, Application Support Engineer | rdeer@parkland.edu | (217) 979-9317

Jason Gordon | Formerly Parkland College, Application Support Engineer | Jason@gordonfarms.org | (217) 552-4831

Timeline

Technical Support Specialist

Campus Technologies, Parkland College
11.2020 - Current

Technical Support Assistant II

Campus Technologies, Parkland College
02.2018 - 11.2020

Technical Support Assistant I

Parkland Tech Service Desk, Parkland College
09.2017 - 02.2018

Associate of Applied Science - General Studies

Parkland College

High School Diploma -

Tuscola Community High School

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