Deon Douglas
Washington,USA
Summary
Results-driven IT Help Desk Specialist with over 4 years of experience and a strong track record of providing exceptional customer support and resolving technical issues. Proficient in diagnosing and resolving hardware, software, and network problems while delivering exceptional customer service. Skilled in documenting and tracking incidents, managing user accounts, and maintaining system security. Proven ability to communicate technical concepts to non-technical individuals. Possesses in depth knowledge and understanding of numerous software packages and operating systems. Proven ability to design and deliver solutions for business expansion, organizational development, and system & network optimization. Dedicated to delivering efficient and reliable support to enhance end-user productivity and satisfaction. Strong work ethic and commitment to achieving excellence.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Help Desk Support Technician
Sayers
01.2024 - Current
- Provide first-level technical support to end-users via phone, email, or in-person
- Diagnose and resolve hardware, software, and network-related issues
- Assist users with software installations, updates, and configurations
- Troubleshoot and resolve printer, scanner, and peripheral problems
- Walk users through step-by-step solutions and provide remote assistance when necessary
- Log, track, and prioritize support requests using our ticketing system
- Escalate complex or unresolved issues to higher-level IT staff when necessary
- Ensure timely resolution of reported problems to minimize customer/end-user downtime
- Perform routine maintenance tasks, such as system updates and patches
- Inventory management and equipment procurement as required
- Monitor and report on hardware and software issues and failures
- Assist in enforcing IT security policies and procedures
- Educate customers/end-users on best practices for data security and privacy
- Successfully troubleshoot and resolved IT and application issues for over 2000 users, ensuring minimal disruption
- Managed and configured over 50 virtual desktops, ensuring consistent performance and user accessibility
IT Help Desk Specialist
Acquisition Services
01.2021 - 12.2023
- Provide first-level technical support to end-users via phone, email, or in-person
- Provided customer support services including configuration, installation and maintenance of IT equipment like switches, desktops and laptops
- Responded to user inquiries via phone, email, or in person, providing clear and concise instructions and solutions
- Collaborated with IT team to identify trends in user issues and recommend improvements to enhance system functionality
- Utilized ticketing software to monitor service desk tickets, track incidents, and troubleshoot customer service issues
- Supported clients with information on upgrades and resolved computer-related issues for both internal and external users
- Administered Active Directory group policy, creating and managing end-user accounts
- Diagnosed and resolved software, hardware, and connectivity issues, providing technical training to end-users
- Used virtual software systems (Skype, Zoom, Microsoft Teams) to address customer issues, open tickets, and escalate as necessary
- Identified functional areas of customer-reported problems, categorizing them as hardware, software, or telecommunication issues
- Tracked and reported status updates and communications to relevant parties, ensuring transparency and accountability
- Assisted with 'Break/Fix' tasks and performed installations, additions, and changes for computer peripherals and device drivers
- Successfully troubleshoot and resolved IT and application issues for over 2000 users, ensuring minimal disruption
- Maintained call handling efficiency, resolving an average of 47 calls per day with an 80% first call resolution rate
- Enhanced system uptime to 99.9% by proactively identifying and addressing potential issues, ensuring consistent availability
IT Help Desk Specialist
Urban Geek
02.2020 - 01.2021
- Created, monitored, and reimaged VDI environments using VMware for optimal performance and user experience
- Supported Office 365, Server 2008, and Server 2012, handling end-user issues via ServiceNow ticket system
- Granted PKI access and managed other daily system access requirements for secure and efficient operations
- Supported and administered Active Directory, ensuring efficient user management and directory services
- Installed, optimized, and configured servers and application upgrades in existing network environments per regulations
- Installed and configured secure environments, VPN connectivity for virtualized server environments, and clients
- Managed Windows/Linux systems, providing periodic maintenance, technical support, and systems engineering services
- Maintained MS Exchange Server, troubleshooting and resolving server problems to ensure continuous email service
- Implemented disaster recovery procedures and administered user accounts, ensuring data integrity and availability
- Resolved 95% of service requests within 24 hours, significantly improving response time and user satisfaction
- Enhanced server performance by 30%, reducing downtime and increasing operational efficiency across the network
- Managed and configured over 50 virtual desktops, ensuring consistent performance and user accessibility
Education
High School Diploma -
HD Woodson SHS
Washington, DCSkills
- IT Support Management
- Technical / End-User Support
- Analytics & Troubleshooting
- Customer Service Excellence
- Help Desk Ticketing Systems
- Hardware & Software Support
- Network Connectivity
- Remote Desktop Support
- IT Service Delivery
- Survey Instrument Development
- Customer Services Indexes
- Radio Experience
- Consumer Perspective
- Finance Management
- Web Research & Content Development
- Solutions Development
- Backup & Recovery Strategies
- Complaint Handling
- Phone & Online Support
- Problem Diagnosis
- Flexibility & Adaptability
- Microsoft Office Suite
- Microsoft SharePoint
- Lotus Notes
- Windows 10-11
Certification
- CompTIA A+
- CompTIA NET+
- Qualys VMDR Certification
- Security+ (Plus) Certification
- PCI Compliance and Vulnerability Management Certification
- Cyber Asset Management Certification
- Risk Management Framework Certification
- Nist Framework
Timeline
IT Help Desk Support Technician
Sayers
01.2024 - Current
IT Help Desk Specialist
Acquisition Services
01.2021 - 12.2023
IT Help Desk Specialist
Urban Geek
02.2020 - 01.2021
High School Diploma -
HD Woodson SHS