Daquarn L. Stevens
Romoland
Summary
Resourceful professional with many years of diverse IT service experience for various hardware and software platforms. Tech-savvy computer expert with passion for teamwork and helping others while adapting to unexpected challenges. Committed to keeping abreast of new technologies and proven at uncovering new, timesaving solutions to common service issues.
Overview
11
11
years of professional experience
Work History
Lead Service Desk Agent Tier 1/Tier 2 (Remote)
ASM Research
01.2021 - Current
- Utilized ServiceNow to manage and resolve support tickets, ensuring timely responses to user issues.
- Troubleshoot Tier 1 and Tier 2 issues in salesforce
- Resolved over 400+ tickets
- Assist with software installations
- Assist with Wi-Fi Issues
- Updating user accounts
- Create user accounts
- Add users to public group
- Set up partner accounts to facilitate collaboration
- Create reports on ServiceNow
- Assisted users by resetting their passwords
- Use AWS soft phone to provide customer service and troubleshoot via phone
- Managed 10 employees as their lead
- Train new employees
- Oversaw email requests and delegated tasks to agents to streamline operations and improve response times.
- Ensure employees are following proper protocols
- Enforces IT standards and educates employees about compliance issues.
- Participated in research, planning, scoping, implementation, and support for projects to enhance service delivery.
- Capability to self-motivate, work independently and take ownership of job responsibilities.
- Enforces IT standards and educate employees about compliance issues.
Service Desk Agent
PCG Education
Beltsville
07.2023 - 01.2026
- Provided technical support to staff and students for educational software issues.
- Documented service requests and solutions in ticketing system, enhancing knowledge transfer and support continuity.
- Conducted training sessions for users on new applications and technology tools.
- Documented service requests and solutions in ticketing system for future reference.
- Trained users on new applications and technology tools as needed.
- Evaluated existing procedures to enhance efficiency and effectiveness.
- Maintained knowledge base articles for common issues and resolutions in education technology.
- Provided troubleshooting support for password resets, printer configurations, and break/fix issues, ensuring swift resolution and minimal downtime.
Salesforce Administrator/IT Specialist (Remote)
JC’s Cloud Control
11.2017 - 01.2021
- Experienced in Configuration and Customization of Salesforce.com
- Experience in Salesforce Configuration, page layouts, record types, email templates, validation rules, workflow rules and approval processes
- Designed reports and dashboards to provide leadership teams with actionable insights.
- Managed password reset requests for user accounts
- Managed the addition and removal of employee records
- Managed user accounts, security controls, and data management processes
- Performed maintenance and repairs on office printers
Salesforce Analyst System Admin
Charter Spectrum (Formerly Time Warner Cable)
08.2017 - 11.2017
- Conducted regular verification of entered account, contract, and opportunity data.
- Modified, removed, or re-entered data.
- Troubleshoot mobile device access for salesforce 1 users.
- Resolved 300+ Salesforce cases, enhancing user support and satisfaction.
- Conducted electronic database checkups across multiple markets to ensure data accuracy.
- Prepared collected source data for system entry.
- Generated detailed reports to analyze data trends and performance.
- Resolved mobile device access issues for Salesforce 1 users, ensuring seamless functionality.
- Tracked and detailed production bugs for effective troubleshooting and improvement.
- Supported deployment activities by creating fields, workflows, and validation rules to streamline processes.
- Assisted with deployment activities by creating fields, workflows, and validation rules.
Salesforce Data Clerk
DaVita Kidney Care
Washington
09.2016 - 01.2017
- Updated hospital information in Salesforce using contact object to ensure data accuracy.
- Researched and contacted hospitals and clinics for accurate data collection.
- Reported problems with Salesforce data to appropriate team member.
- Reported identified Salesforce data issues to relevant team member for resolution.
Salesforce Quality Control Contractor
Time Warner Cable
Washington
08.2015 - 09.2016
- Verified entered account, contract, and opportunity data regularly.
- Modified, removed, or re-entered data to maintain accuracy.
- Eliminated duplicate or recurring data by merging.
- Utilized dataloader.io for mass updates of Contract Status, Account Status, and other fields, ensuring data accuracy across the database.
- Performed electronic database checkups for the multiple Markets.
- Prepared collected source data for system entry.
- Compiled and sorted information by level of importance and priority.
- Registered new users in the system to facilitate access.
- Trained and supervised new employees on Salesforce data entry processes to enhance team competency.
Data Entry Clerk -Contractor
Westat
Washington
06.2015 - 08.2015
- Sorted cases and authorization forms, logged data accurately to ensure timely processing.
- Supported staff in executing surveys issued through Westat, facilitating data collection.
- Collated information and conducted outreach mailings to enhance survey participation.
Education
Computer Support Technician Certificate Program - Cyber Security/Networking
TESST College of Technology
Beltsville, MDIndependence University -
Skills
- Help Desk Operations
- Ticket management
- Technical support
- Ticket resolution
- Zendesk
- ServiceNow
- Salesforce Case Management
- Salesforce Administration
- Data Integrations
- Data Cleansing
- Data Deduplication
- Customer Service
- MS Excel
- Windows
- Employee Training
- Medical Records Management
Timeline
Service Desk Agent
PCG Education
07.2023 - 01.2026
Lead Service Desk Agent Tier 1/Tier 2 (Remote)
ASM Research
01.2021 - Current
Salesforce Administrator/IT Specialist (Remote)
JC’s Cloud Control
11.2017 - 01.2021
Salesforce Analyst System Admin
Charter Spectrum (Formerly Time Warner Cable)
08.2017 - 11.2017
Salesforce Data Clerk
DaVita Kidney Care
09.2016 - 01.2017
Salesforce Quality Control Contractor
Time Warner Cable
08.2015 - 09.2016
Data Entry Clerk -Contractor
Westat
06.2015 - 08.2015
Computer Support Technician Certificate Program - Cyber Security/Networking
TESST College of Technology