Dayon Guinyard
Washington,DC
Judge a man by his questions rather than his answers.
Voltaire
Summary
Efficient Desktop Worker with excellent organization and planning skills. Adept at dealing
diplomatically with public and contractors while representing organization professionally. Also
dedicated technician with knack for critical research and troubleshooting to contribute to
maintaining system viability. Offers flexible assistance to utility technicians to support technology
customization, installation, and problematic fixes. Organized approach to support detailed
inventory and performance assessment. Willed superb collaboration with IT team members to
support hardware and software maintenance and service delivery.
Overview
6
6
years of professional experience
Work History
Help Desk Specialist
Century Technologies Andrews Air Force Base MD
Andrews Air Force Base, MD
08.2022 - Current
- Provide professional customer service through responsiveness
- Install new and maintain existing hardware and software
- Investigate hardware problems and perform system hardware and communication connection repairs
- Analyze, plan, design, and install new personal computer systems
- Review, monitor, and upgrade existing personal computer systems
- Address user tickets regarding hardware, software and networking
- Walk customers through installing applications and computer peripherals
- Ask targeted questions to diagnose problems
- Guide users with simple, step-by-step instructions
- Conduct remote troubleshooting
- Test alternative pathways until you resolve an issue
- Customize desktop applications to meet user needs
- Record technical issues and solutions in logs
- Direct unresolved issues to the next level of support personnel
- Follow up with clients to ensure their systems are functional
- Report customer feedback and potential product requests
- Provide accurate troubleshooting that ensure satisfactory call resolution
- Support and maintain database integrity
- Remote Desktop Support
- Hardware Installation
- Project Lead and Planning
- Imaging
- Re-imaging
- Software installation
- Software uninstallation
- Domain name adding
- Domain name removing
- Dameware
- Spreadsheets
- Adding User profiles
- Removing User Profiles
- NIPR Admin Accounts
- SIPR Admin Accounts
- Active Directory .
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Safety Trainer
National Express Corporation
Temple Hills , MD
04.2017 - 05.2021
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Performed daily maintenance of computer systems to keep network processes fluid.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained records of data communication transactions, problems and remedial actions or installation activities.
- Entered commands and observed system functioning to verify correct operations and detect errors.
- Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems.
- Conferred with staff, users and management to establish requirements for new systems or modifications.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Inspected equipment and read order sheets to prepare for delivery to users.
Education
High School Diploma -
01.2008
CompTIA Security+ CE Certification Course of Completion Certificate in Technical Support Fundamentals Completed continuing education in IT Tech Support -
Instructor Mr. Dean Cook Google Coursera Course of Completion Certificate: The Bits and Bytes of Computer Networking Google Coursera Course of Completion Certificate: Technical Support Fundamentals -
CompTIA A+ Certification -
Skills
- Professional Skills and Strengths
- Operating Systems –
- Windows 7&10,
- Virtualization -VMWare
- Storage/Installation- Windows, System updates, Microsoft Office, Active Directory
- Networking -TCP/IP, DNS, FTP
- Hardware - Rack Servers, Dell Systems
- Software -Heat-ticketing,Vizio, Share point
- Remedy Tickets Systems
- Certifications
- CompTIA A Certification
- Software diagnosis
- Staff education and training
- Decision-Making
- Desktop support
- Teambuilding
Additional Information
- Active Secret Clearance
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Help Desk Specialist - Century Technologies Andrews Air Force Base MD
08.2022 - Current
Safety Trainer - National Express Corporation
04.2017 - 05.2021
Friendly High School - High School Diploma,
Hope Connection Learning Institute - CompTIA Security+ CE Certification
Course of Completion Certificate in Technical Support Fundamentals
Completed continuing education in IT Tech Support,
- Instructor Mr. Dean Cook
Google Coursera Course of Completion Certificate: The Bits and Bytes of Computer
Networking
Google Coursera Course of Completion Certificate: Technical Support Fundamentals,
Hope Connection Learning Institute - CompTIA A+ Certification ,
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