Dalton J Dufrene

• Handled calls from Home Depot Employees that needed help with the Network or Register Issue's
• Helped HD Employee's locked out of their account or need help making an account
• Troubleshooted any Network and Infrastructure issue's stopping them from completing the task at hand
• Scanned for any security threats to infrastructure by working closely with the Cyber Security Department
• Temporary Job with Staffing Agency (5 months)

• Weekly route consisted of visiting 7 Lowes Store Locations to be inspected weekly with no exceptions
• I would complete weekly route by Thursday so that Friday I could revisit any store I needed
• 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.

• Created user accounts for new hires in Active Directory and assigned appropriate permissions
• Perform regular maintenance for 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 everything worked efficiently
• Ensure all computers are backed up so all files are saved in case of system crashes
• Configured Windows Server roles such as DHCP, DNS, IIS, Hyper-V
• Assisted with installation of new applications on workstations and server
• Responded promptly to incidents reported by users via phone or email tickets
• Configured VPN tunnels between remote sites for secure communication over public networks
• Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.

• Handle telephony Incidents and Requests ensuring timely updates and the resolution of tickets or requests in the queue. • Provide technical break/fix support for all production IT systems. • Communicate effectively with business users and IT team members to analyze, update, and resolve incidents. • Proactively reduce issues and support calls. • Administer, maintain, and provide second-level support for global IT systems including: Cisco Collaboration Suite (Jabber, Unity Connection, Attendant Console, Communications M anager, UCCE), icPortal, Verint, Unimax, etc. • Troubleshoot, administer and procure mobile devices (phones, Mi-Fis, tablets, etc.) • Participate in projects to improve/upgrade Telephony and Communication Infrastructures. • Recommend solutions to improve service efficiency and effectiveness. • Perform planned system changes and upgrades with minimal business impact

• System Design and Configuration, Installation and Deployment, Maintenance and Support, Security and Compliance and Unified Communications

•PBX Systems, voIP Protocols, Monitoring Tools, Ticketing and support

•Cisco Unified Communications Manager, Avaya, FreePBX, Asterisk •SIP, RTP, H.323, MGCP •Wireshark, SolarWinds, PRTG, NetFlow. •ServiceNow, Jira, Remedy

• Managed Approximately 30 or more incoming calls, email and faxes per day
• 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 and achieve service goals
• Approached customers and engaged in conversation through use of effective interpersonal and people skills
• Displayed strong telephone etiquette, effectively handling difficult calls.

• 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
• 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.