DeiVon Palmer
Duluth,GA
Summary
Dynamic tech professional specializing in Active Directory support, with a strong focus on exceptional customer service developed at Fulton County Schools. Recognized for enhancing system efficiency and effectively resolving complex technical issues through a combination of technical expertise and adept problem-solving. Proven ability to cultivate client satisfaction and streamline operations, leveraging both hard and soft skills to drive results.
Overview
14
14
years of professional experience
Work History
School Tech Support(Tier 2)
Fulton County Schools
Sandy Springs, GA
06.2018 - Current
- Serve as the first contact with customers who need technical assistance via phone or email. Assisted with first and second level support functions assigned to this position, and other tasks that may be assigned by management.
- Perform troubleshooting using different diagnostic techniques.
- Maintain technical documentation and service catalog on the installation of software, configuration of hardware, and problem.
- Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
- Follow up with customers.
- Suggest improvements on procedures.
- Performed troubleshooting activities on various software platforms such as Microsoft Office Suite, Adobe products.
- Configured computer networks using TCP and IP protocols, DHCP servers and other related technologies.
- Created user accounts in Active Directory ensuring proper access control was maintained at all times.
Service Desk Technician (Tier 1)
Home Depot
Kennesaw, GA
08.2016 - 10.2017
- Provide first-level telephone, email, and ticketing assistance for all desktop computers through a web-based ticketing system.
- Assisted with first- and second-level support functions assigned to this position, and other tasks that may be assigned by management.
- Documented work orders according to the Service Desk standard operating procedures documents.
- Updated employee and computer accounts in Active Directory.
- Worked on various software and network servers, troubleshooting, installing, and configuring VDI and VPN secure server systems.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Monitored Service Desk queues, responded to inquiries and documented resolutions within established SLAs.
- Assisted with the installation of new software applications, operating systems and hardware components on user workstations.
Medical Assistant
Weiss Memorial Hospital
Chicago, IL
09.2012 - 10.2016
- Started as an intern during pursuit of certification;
- Handled administrative duties (e.g
- Answering phones, patient processing, billing, bookkeeping, and scheduled appointments) that allowed doctors and nursing staff to focus on health concerns of patients
- Updated medical charts and prepared outpatient documentation
- Abided by HIPPA law
- Collaborated with the IT department to provide technology support and managed all office vendors
Customer Care Team Lead
United Healthcare
Marietta, GA
01.2016 - 08.2016
- Serve as Point of Contact between Team Manager and Operations Manager for team-related concerns, issues, etc
- Serve as support coach for team members during calls or any customer related issues while on a call
- Assist customers with any concerns or issues dealing with their healthcare coverage, deductibles, etc
Computer Programmer
B2B Solutions
Chicago, IL
05.2011 - 09.2011
- Updated client database and created mass mailing support to staff members
- Provided exceptional customer service to clients and troubleshoot for staff members
- Assisted with complex meeting scheduling and logistics
- Maintained computer software to handle specific jobs, such as tracking inventory, storing or retrieving data, and controlling other support equipment
- Performed repair and expansion of existing programs to increase operating efficiency
Education
CompTIA A+ and Network+ Certification -
ATG Learning
atlanta, GA03.2019
Medical Assistant Certification -
PCCTI Healthcare
Chicago, IL12.2012
High School Diploma -
David Starr Jordan High School
Long Beach, CASkills
- Active Directory support
- Service Now
- Switchboard control
- Desktop PC Support/ Remote PC
- File and Print Support
- Outlook Email Support
- MS O365 Support
- SharePoint Support
- Avaya OneX Support
- VPN Support
- Citrix VDI
- VMWare
Technicalexperience - Softwaredatabases
- Microsoft Office365
- Webex
- Cisco Jabber
- Chrome products
- VPN
- DNS servers
Timeline
School Tech Support(Tier 2)
Fulton County Schools
06.2018 - Current
Service Desk Technician (Tier 1)
Home Depot
08.2016 - 10.2017
Customer Care Team Lead
United Healthcare
01.2016 - 08.2016
Medical Assistant
Weiss Memorial Hospital
09.2012 - 10.2016
Computer Programmer
B2B Solutions
05.2011 - 09.2011
CompTIA A+ and Network+ Certification -
ATG Learning
Medical Assistant Certification -
PCCTI Healthcare
High School Diploma -
David Starr Jordan High School
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