Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Dawn Maier

Croydon,PA

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

25+ years, Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.. Dependable, thrives on new challenges, and is a self-starter and a team player. Proven to be a quick learner of new technologies and systems.

Overview

28
28
years of professional experience

Work History

Project Manager / Sr. Technical Support Analyst

DXC
06.2001 - 06.2023
  • Managing desktop support
  • Manage technician ticket queues
  • Maintain Service Level Agreements on tickets
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Met project deadlines without sacrificing build quality or workplace safety.
  • Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
  • Status reporting
  • Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
  • Identified plans and resources required to meet project goals and objectives.
  • Monitored project performance to identify areas of improvement and make adjustments.
  • Adherence to process
  • Led project team by working closely with analysts
  • Provide technical support to on- and off-site users.
  • Perform account administration and assign file/directory rights/permissions.
  • Installed, configured and maintain dial-up, networking issues using software such as PAL, Cisco and Nortel.
  • Articulates ideas and issues.
  • Communicates project objectives, scope and direction of project to the team.
  • Installed, Configured and Maintained Blackberry.
  • Ran daily server backups and restored files when necessary.
  • Troubleshoot and resolve various issues with networked workstations, printers, and distributed applications on a TCP/IP based Ethernet network.
  • Run Cat 5 & 6 network cables when necessary to the core and switches and back to the desktops.
  • Install, upgrade, and troubleshoot hardware.
  • Install, set-up, and configure new workstations and printers ensuring network connectivity.
  • Shipping and Receiving
  • Set up new phones extensions via Avaya Software.
  • Make phone connections by doing Punch downs on a 110 block, MFD
  • Asset management
  • Planned, designed, and scheduled phases for large projects.

Sr. Technical Support Analyst

Covance
04.1999 - 11.2001
  • Responsible for the planning, managing and deploying/migrating special projects like Windows 2000, Office 97/2000, Novell Z.E.N.Works, MS Exchange/Outlook, etc., within specified timelines.
  • Develop, define, and communicate user/technical support standard operating procedures to technical support staff to enhance support procedures and service
  • Coordinate and manage user support issues among different support groups within IT.
  • Act as a product liaison for products, working with third party software/hardware vendors to solve technical issues as needed.
  • Provide second level support to the helpdesk/desktop services and escalate problems to other IT departments if necessary.
  • Provide expert and creative solutions to solve complex technical problems to ensure client satisfaction and productivity.
  • Provide technical coaching and mentoring to junior technicians, act as the lead support analyst, and help coordinate day to day help desk activities.
  • Provide technical support to on- and off-site users.
  • Perform account administration and assign file/directory rights/permissions on Novell and NT network.
  • Installed, Configured and Maintained Palm Pilots.
  • Install, set-up, and configure new workstations and printers ensuring network connectivity.
  • Install, upgrade, and troubleshoot hardware and software.
  • Troubleshoot and resolve various issues with networked workstations, printers, and distributed applications on a TCP/IP based Ethernet network.
  • Configured and install network printers on Novell and NT network.
  • Responsible for the testing of new hardware and software prior to deploying to end-users.

Helpdesk Lead / Technician

Unisys
08.1995 - 04.1999
  • Provided second level support to the helpdesk.
  • Provided deskside support
  • Managed 14 technicians and performed performance review and goal setting.
  • Provided technical support to on- and off-site users.
  • Troubleshoot and resolve various issues with networked workstations, printers, and distributed applications on a TCP/IP based Ethernet network.
  • Configured and install network printers NT network.
  • Mentored junior technicians.
  • Performed account administration on Novell and NT network.
  • Installed, upgraded, and troubleshoot hardware and software.
  • Migrated workstations from Windows 3.x to Windows 95 and NT 4.0.
  • Responsible for the testing of new hardware and software prior to deploying to end-users.
  • Provide technical support to on- and off-site users.
  • Responsible for the documenting of support procedures.
  • Various other positions.

Education

Some College (No Degree) -

Dell Service Provider Training
Lisle, IL

Microsoft Certified Technical Education Center
02.1999

Some College (No Degree) -

Mastering Computers
Philadelphia, PA

Compaq Computer Corporation
06.1995

Electronics Service Technician, Electronics Diploma -

Lincoln Technical Institute
1994

Graduate -

Harry S Truman High School
01.1984

Skills

  • Project Management
  • Project Planning and Development
  • Project Scheduling
  • Project Tracking
  • Client Relations
  • Staff Management
  • Coaching and Mentoring
  • Processes and Procedures
  • Inventory Control
  • Performance Improvements
  • Technical Support
  • Client rapport

References

Available upon request.

Timeline

Project Manager / Sr. Technical Support Analyst

DXC
06.2001 - 06.2023

Sr. Technical Support Analyst

Covance
04.1999 - 11.2001

Helpdesk Lead / Technician

Unisys
08.1995 - 04.1999

Some College (No Degree) -

Dell Service Provider Training

Microsoft Certified Technical Education Center

Some College (No Degree) -

Mastering Computers

Compaq Computer Corporation

Electronics Service Technician, Electronics Diploma -

Lincoln Technical Institute

Graduate -

Harry S Truman High School

Similar Profiles

CREATE PROFILE
Dawn Maier