Damian Clay Downing
St Louis,MO
Summary
An ambitious and talented junior web developer with the ability to write clean an obtainable code; reliable and ethical with a positive work attitude; both trainable and able to multitask in a dynamic team environment Accomplished professional with several years of information technology support experience. Tech-savvy professional well-versed in installing and configuring computer systems, diagnosing hardware and software defects and supporting new application roll-outs. Committed to providing efficient, high-quality support.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Help Desk Analyst
KPMG US
St Louis, United States
10.2024 - Current
- Provide analysis and triaging 1st level SD emails, phone calls and incidents or requests logged via the self-service portal, capturing all relevant information correctly using ServiceNow
- Provide level 1 support and basic troubleshooting for KPMG business applications
- Provide MS Office 2016 and Windows 10 support
- Troubleshoot issues with audio and video equipment in conference rooms
- Provide laptop and mobile device support as required
- Enter and maintain assets in the asset management system
- Ordering and distribution of assets
- Ensures logging and handling of assets in accordance with policy and process
- Consistently deliver excellent service to clients, both internal and external
- Provide technical / product administration support for specific applications as guided by SD Team Lead
- Demonstrate a continuous learning mentality, focused on self-development
- Ensure any knowledge gained is shared with team members
Graphic Web Designer
ATOD Development
St Louis, United States
03.2018 - 11.2024
- Managing and Creating various websites and graphic designs based on the director's visual idea for the company
- Selected colors and themes while adding functionality to create new designs.
- Designed quality benchmarks for projects to maintain producer satisfaction rate.
- Utilized Adobe Creative Suite (Photoshop, Illustrator, InDesign) to create visually appealing designs.
- Prepared presentations outlining project progress or new concepts being proposed.
- Developed mockups, prototypes, and high-fidelity designs in Photoshop and Illustrator.
IT Analyst
KPMG US
, United States
03.2024 - 05.2024
- Troubleshooting, testing, repairing and servicing technical equipment
- Providing service and customer support during field visits
- Managing on-site installation, repair, maintenance and testing
- Diagnosing errors or technical problems and determining proper solutions
- Producing detailed service reports
- Documenting processes
- Following company procedures and protocols
- Cooperating with technical teams and sharing information across the organization
- Making appropriate recommendations and briefing on repairs, diagnostics and equipment specifications
- Building positive relationships with customers
- Working with products that cannot be easily transported because of their size or link to other systems
Information Technology Help Desk
Taos
, United States
04.2020 - 11.2023
- Providing technical support to Taos clients, including problem determination, resolution, and escalation as needed
- Proactively managing high severity and priority incidents from identification to resolution
- Collaborating with other internal/external IT resources to identify problems and restore services
- Assisting customers via online helpdesk system, telephone, and remote support tools to diagnose technical issues related to PC operating systems, applications, network, servers, and peripherals
- Resolving and tracking incidents with network, servers, PC operating systems, applications, and peripherals in accordance with IT Service Desk procedures
- Performing security administration functions for user access, data access, and remote access
- Issuing timely, accurate, and professional company-wide notification regarding incidents impacting the user community
- Documenting all incidents, outages, status, and resolutions in accordance with IT Service Desk procedures
- Proactively utilizing IT resources to remain current with technology used in the company IT environment
- Completing other duties or tasks as assigned
Information Technology Help Desk
HDIS
Olivette, United States
01.2021 - 04.2021
- Handling on-site servicing, diagnostics and repairs for a company's computer products or computer equipment
- Troubleshooting, testing, repairing and servicing technical equipment
- Providing service and customer support during field visits
- Managing on-site installation, repair, maintenance and testing
- Diagnosing errors or technical problems and determining proper solutions
- Producing detailed service reports
- Documenting processes
- Following company procedures and protocols
- Cooperating with technical teams and sharing information across the organization
- Making appropriate recommendations and briefing on repairs, diagnostics and equipment specifications
- Building positive relationships with customers
- Working with products that cannot be easily transported because of their size or link to other systems
- Re-imaged dell desktop computers
- Able to google apps like google drive, gmail
- Able to install software upon ticket request
- Setup new computers with imaging and document to set up machines
- Also install necessary software loaded on the machines, such as printer drivers and any other drivers that need to be installed upon request
Information Technology Service Desk
Centene Corporation
Saint Louis, United States
08.2019 - 05.2020
- Assisting customers with using the citrix environment and troubleshooting citrix based app and desktop as well as troubleshooting computer problems
- Provide first-level remote support of customers' software and minor operating system modification requests
- Investigate, research, and resolve moderately complex issues
- Respond to requests and document tickets in Service Now following Centene's policy and procedures
- Perform software installations, upgrades, and configure customer-specific software
- Review team's current processes and recommend process improvements
- Document installation guides and workflow processes
- Collaborate with Information Technology teams to update workflow processes impacting multiple teams
- Train users and communicate policies and standards to improve software performance and customer service
- Act as a technical resource for Information Technology support coordinators
Senior Technical Sales Consultant
Office Depot
Saint Louis, Missouri
01.2018 - 08.2019
- Provided an analysis to troubleshoot the customer computer problems
- For engaging and providing an exceptional customer service experience
- As a trusted adviser by utilized advanced selling skills and knowledge (including cross-selling of products and services) to meet the customer's needs
- Developed product and solutions in key areas such as store technology, store products, and a general copying and printing services
Teacher Assistant
Savvy Coders
, United States
01.2019 - 04.2019
- As a Junior Web Developer proficient in JavaScript, CSS3, WebAPI, jQuery, HTML5, and JSON; provided support in teaching user interface technology to Savvy Coder students
- As an example utilized the building of the game of Street Fighter
Radiant/ Ambulatory (Epic Go-Live Consultant)
MAYO Clinic
Rochester, MN
05.2018 - 06.2018
- Provided for inpatient application for providers and nurses
- Assisted the nurses with documentation and Immunization administering
- Provided help to physician on when and how to locate information in their workflows
- Educate physicians on various encounters, order and preference lists
- Assisted clinician on hyperspace flow sheet
- Assisted in radiant front desk, scheduling a future appointments and scheduling manually
- Supported in documenting the results of imaging studies in radiant reading
- Assisted in tracking internal and external film movements throughout the organization
- Provided support in identifying how film stations are being used
- Assisted in documenting an immunization administration
- Assisted physicians in writing their progress notes using the smart tools
IT Consultant
The HCI Group
, United States
03.2018 - 06.2018
- Engage Client physician and non-physician end users, to support optimal utilization of the Epic EHR in the clinical setting
- Document and escalate issues that cannot be resolved to the proper issue resolution resource(s) as designated by Client
- Perform high priority response to any identified critical issues
- Collaborate with the Client's Epic go-live project team to identify and facilitate Client end user's ability to access and utilize standard features
ClinDoc/Ambulatory (Epic Go-Live Consultant)
Children's Hospital
New Orleans, LO
03.2018 - 04.2018
- Trained and supported clinician on managed order sets
- Trained and assisted to created preference cards
- Trained and supported on Intra-op documentation and patient tracking
- Trained and assisted on pre-op and post-op order management
- Worked as a member of the support team to clinicians
- Supported staff with workflow issues, cosigning orders and ED notes
- Supported technologists to navigate through their tech work flows in the hyperspace
- Provided ATE support to end users
Support Analyst
Retail Technology Group
Saint Louis
09.2016 - 02.2018
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Respond to queries either in person or over the phone
- Write training manuals
- Train computer users
- Maintain daily performance of computer systems
- Respond to email messages for customers seeking help
- Ask questions to determine nature of problem
- Walk customer through problem-solving process
- Install, modify, and repair computer hardware and software
- Clean up computers
- Run diagnostic programs to resolve problems
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Install computer peripherals for users
- Follow up with customers to ensure issue has been resolved
- Gain feedback from customers about computer usage
- Run reports to determine malfunctions that continue to occur
Team Member
Panera Bread
05.2015 - 07.2016
- Company Overview: The cafe industry chain Panera Bread regularly must hire motivated workers for the entry-level position of team member
- Primary job duties for Panera team members include food preparation, sanitation, and customer service
- Panera Bread crew members operate cash registers, as well
- Applicants with strong communication skills and experience in the coffee shop industry may gain preferential treatment during the Panera Bread hiring process
- Training generally includes hands-on demonstration as well as verbal and visual instruction over the course of a week or two
- The cafe industry chain Panera Bread regularly must hire motivated workers for the entry-level position of team member
Education
Bachelor of Arts - Graphic Design
Southern New Hampshire University
New Hampshire, OH12-2026
Associate's degree - Computer Electronics Engineering
ITT Technical Institute-Missouri
01.2013
Web Page - Digital/Multimedia and Information Resources Design
Ladue Highschool
01.2011
Skills
- HTML 5
- CSS
- Remote support management
- Software installation
- Hardware support
- Logging support tickets
- Technical support
- Remote support
- Hardware diagnostics
- Network troubleshooting
- Desktop support
- Application support
Certification
- CompTIA IT Fundamentals (FC0-U61) Cert Prep 1: Computer Basics, Hardware, and Operating Systems
- Computer Literacy for Mac, 01/01/18
- IT Service Desk Careers and Certifications
- Programming in C# Certification
- Programming in HTML5 with JavaScript and CSS3
Timeline
Help Desk Analyst
KPMG US
10.2024 - Current
IT Analyst
KPMG US
03.2024 - 05.2024
Information Technology Help Desk
HDIS
01.2021 - 04.2021
Information Technology Help Desk
Taos
04.2020 - 11.2023
Information Technology Service Desk
Centene Corporation
08.2019 - 05.2020
Teacher Assistant
Savvy Coders
01.2019 - 04.2019
Radiant/ Ambulatory (Epic Go-Live Consultant)
MAYO Clinic
05.2018 - 06.2018
Graphic Web Designer
ATOD Development
03.2018 - 11.2024
IT Consultant
The HCI Group
03.2018 - 06.2018
ClinDoc/Ambulatory (Epic Go-Live Consultant)
Children's Hospital
03.2018 - 04.2018
Senior Technical Sales Consultant
Office Depot
01.2018 - 08.2019
Support Analyst
Retail Technology Group
09.2016 - 02.2018
Team Member
Panera Bread
05.2015 - 07.2016
- CompTIA IT Fundamentals (FC0-U61) Cert Prep 1: Computer Basics, Hardware, and Operating Systems
- Computer Literacy for Mac, 01/01/18
- IT Service Desk Careers and Certifications
- Programming in C# Certification
- Programming in HTML5 with JavaScript and CSS3
Bachelor of Arts - Graphic Design
Southern New Hampshire University
Associate's degree - Computer Electronics Engineering
ITT Technical Institute-Missouri
Web Page - Digital/Multimedia and Information Resources Design
Ladue Highschool
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