Demaries Julien
Fayetteville,GA
Summary
Results-driven Support Specialist with extensive experience in managing information and addressing technical concerns efficiently. Demonstrates exceptional relationship-building and critical thinking skills, contributing to enhanced team performance. Proven ability to streamline processes and improve support operations through innovative solutions. Career goal focused on leveraging technology expertise to drive organizational success.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Enterprise Support Specialist
Federal Reserve Bank of Atlanta
Atlanta, GA
03.2023 - Current
- Provided technical support to clients, troubleshooting and resolving hardware, software, and network related issues.
- Performed troubleshooting on LAN and WAN networks to ensure optimal performance.
- Installed Cisco devices to create reliable LAN and WAN networks.
- Utilize Salesforce CRM Pro for ticket creation and advanced query escalation.
- Provided solutions for browser certificate issues in customer correspondence.
- Applied Knowledge Base (KYBTES) resources to resolve customer issues, and ensure high standards in team KPIs.
- Serve as BTS Liaison for the 6th district FRFS operations staff.
IT Help Desk Analyst
Cox Enterprises
Dunwoody, GA
08.2022 - 03.2023
- Supplied on-site and remote Tier 1 technical assistance for both hardware and software.
- Addressed customer questions quickly by managing calls and emails efficiently.
- Reset and control account passwords using Active Directory.
- Generated tickets within ServiceNow platform.
- Facilitated the preparation of laptops and mobile devices for deployment.
- Set up monitors, docking stations, and peripheral devices as per ticketing requests.
- Conducted training sessions for new support staff on troubleshooting techniques.
- Supported technical issues related to LAN, WAN and Internet connections.
- Ensured team metrics consistently met high SLA standards.
Education
Certificate - Information Technology
Atlanta Metropolitan College
Atlanta, GA01.2023
Associates of Science - Information Technology
Georgia Military College
Milledgeville, GA05.2021
Some College (No Degree) - Information Technology
Year Up United
Atlanta, GASkills
- Customer engagement
- Technical support
- Cisco network installation
- Network troubleshooting
- Salesforce CRM
- Ticket management
- Account management
- Problem solving
- Team collaboration
- Active Directory
- Microsoft office specialist (MOS) expert
Certification
- Professional Scrum Master 1
- Google Cousera IT Professional
Awards
- Dean List
Timeline
Enterprise Support Specialist
Federal Reserve Bank of Atlanta
03.2023 - Current
IT Help Desk Analyst
Cox Enterprises
08.2022 - 03.2023
Certificate - Information Technology
Atlanta Metropolitan College
Associates of Science - Information Technology
Georgia Military College
Some College (No Degree) - Information Technology
Year Up United
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