Certified and Professional with over a Decade of Expereince Information Technology. Highly-motivated & Hard Worker with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Hi, I’m
DALTON J. DUFRENE
IT SPECIALIST
Poplarville,MS
Summary
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Overview
12
Years of Experience
5
Certifications
1
year of post-secondary education
Education
My Computer CareerRaleigh, NC
Certification of Successful Completion in Information Technology from Information Technology
2019 - 2020 (1 education.year_Label)
University Overview
Work History
CompuComNew Orleans, LA
Field Service Technician
01.2022 - 12.2023
Job overview
- Installing, upgrading & Maintaining POS Equipment for Several LOWES Stores Weekly.
- Performing routine maintenance on technology equipment.
- Documenting installation and repairs.
- Performed on-site installation, routine maintenance and minor repairs to systems
- Delivered outstanding customer service on field visits to meet corporate guidelines.
- Disassembled defective machines for repair or replacement of parts.
- Assisted with training of junior technicians in proper installation techniques and safety protocols.
- Diagnosed problems using advanced diagnostic tools such as multimeters, oscilloscopes.
- Performed annual and preventive system service maintenance.
- Communicated with vendors, upper management and peers.
- Prepared detailed reports documenting service activities performed on each job site.
Cint-LucidRemote
Lead IT Administrator
08.2020 - 11.2022
Job overview
- Created user accounts in Active Directory and assigned appropriate permissions.
- Perform regular maintenance for our phone systems, computer systems, computers, printers, network systems, and any other technical equipment
- Administer new user accounts, work email addresses, and access levels to new employees to ensure they have everything they need to work efficiently
- Ensure our computers are backed up so all files are saved in case the system crashes
- Configured Windows Server roles such as DHCP, DNS, IIS, Hyper-V.
- Assisted with the installation of new applications on workstations and servers.
- Directed installation, maintenance and reporting for servers and systems, triaging service calls and prioritizing tickets based on related technical factors.
- Developed policies and procedures related to computer security measures.
- Deployed patches on all desktops and servers in order to maintain security standards within the organization.
- Responded promptly to incidents reported by users via phone or email tickets.
- Configured VPN tunnels between remote sites for secure communication over public networks.
- Performed regular backups of critical systems using backup software tools.
- Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
NTT SECURE-24Remote
Help Desk Analyst
05.2018 - 08.2020
Job overview
- Communicate maintenance or incidents to the business till the point of resolution.
- Researched, diagnosed, troubleshot, and identified solutions for customer issues.
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
- Tested fixes prior to deployment into production environment.
- Worked with customer service supervisors to resolve customer concerns on daily basis.
- Developed reports related to helpdesk activities and performance metrics.
- Developed and maintained positive customer relationships resulting in increased account services and expansion.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Maintained records, logs and lifecycle documentation of work requests.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Performed periodic maintenance tasks such as patch management and antivirus updates.
- Managed escalations from internal teams regarding customer incidents.
- Conducted follow-up calls to ensure resolution of customer complaints or issues.
- Maintained audit trail and statistical records of problems and conditions reported by client.
VivintHouston, TX
IT Help Desk Support
05.2015 - 05.2018
Job overview
- Responding to queries on the phone, via email, in person, or through remote access
- Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Collaborated with other departments to ensure alignment between business objectives and technology initiatives.
- Updated documentation related to IT procedures and policies.
- Provided technical support to internal customers in a timely manner.
- Maintained various databases of customer information and service requests.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Used remote login tools to assist clients with technical and product questions.
- Monitored support activity trends to create problem resolution and solution reports.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Demonstrated advanced product knowledge to solve customer issues.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Used proactive monitoring procedures and tools to identify problem prevention opportunities.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Collected, analyzed and reported on data for use in operational planning.
Frontier TelecommunicationsRemote
IT Support Specialist
01.2012 - 05.2015
Job overview
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Resolved network connectivity issues with routers and switches.
- Provided technical support to clients via phone, email.
- Tracked and prioritized IT tickets and requests based on severity and potential business disruptions involved.
- Monitored system performance to ensure optimal operations.
- Responded promptly to service requests from staff members.
- Assisted colleagues with complex IT problems or inquiries.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Implemented security measures to protect data from unauthorized access.
- Monitored IT use to maintain compliance with established processes, policies, and guidelines.
- Ensured compliance with established policies regarding information security.
- Reviewed requests for service to resolve IT difficulties, documenting and fielding tickets to improve problem resolution.
- Used remote login tools to assist clients with technical and product questions.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
Skills
- Software & Hardware Troubleshooting
- Active Directory
- Technical Support
- Problem-solving
- Flexibility
- Team Work
- Reliability
- DNS
- Remote Access Software
- Microsoft Windows Server
- DHCP
- PowerShell
- TCP/IP
- SQL
- Disaster Recovery
- VPN
- VoIP
- VMWare
- IT support
- Microsoft Exchange
- System Administration
- Mac OS
- ServiceNow
- Customer support
- IT service management
- Azure
- DevOps
- SharePoint
- Data collection
- Firewall
- Documentation review
- Typing
- Network Administration
- Salesforce
- Communication skills
- Databases
- Microsoft SQL Server
- Information Security
- Cybersecurity
- Driver Management
- Microsoft System Center Configuration Manager
- Desktop and Mobile Device imaging and user transition
- Microsoft Office
- Microsoft Excel
- IP networking
- Network security
- Live chat
- Technical support
- Google Docs
- Zendesk
- Remote access software
- Application support
- Analysis skills
- Training & development
- Citrix
- Leadership
- TCP/IP
- Scripting
- Quality Assurance
- Application Support
- LAN/WAN
- Call Center Operations
- Complaint Resolution
- DHCP/DNS Ethernet and Firewall Proficient
- Technical Documentation
- Virtualization Technologies
- Advanced Troubleshooting
- Help Desk Support
- End-User Training
- Asset Management
- Patch Management
- System Configuration
- Incident Management
- Information Protection
- Antivirus Software
Certification
- CompTIA A+
- CompTIA Network+
- Soft Skills
- Information Technology
- Certified CEH
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Field Service Technician
CompuCom
01.2022 - 12.2023
Lead IT Administrator
Cint-Lucid
08.2020 - 11.2022
My Computer Career
Certification of Successful Completion in Information Technology from Information Technology
2019 - 2020 (1 education.year_Label)
Help Desk Analyst
NTT SECURE-24
05.2018 - 08.2020
IT Help Desk Support
Vivint
05.2015 - 05.2018
IT Support Specialist
Frontier Telecommunications
01.2012 - 05.2015
Assessments
Assessments
- Written communication, Proficient, 08/2021, Best practices for writing, including grammar, style, clarity, and brevity
- Technical support: Customer situations, Proficient, 01/2022, Responding to technical support situations with sensitivity
- Technical support, Proficient, 01/2022, Performing software, hardware, and network operations
Work Authorization
Work Authorization
Authorized to work in the US for any employer