Destiney McDonald
Detroit,Michigan
Summary
Service Desk Agent with 7 years of inside and field experience analyzing and solving challenging IT issues. Relentless troubleshooter with persistence and customer service orientation to leave no service problem unsolved. Ambitious go-to person thriving under pressure and empathize with and support stressed-out clients.
Overview
11
11
years of professional experience
Work History
ITSM Service Desk
Trinity Health
Livonia, MI
11.2021 - Current
- Help Desk support for the entire company.
- Account unlocks and password resets for all systems.
- Microsoft Azure support
- Provided technical assistance and support for incoming queries, issues and requests through phone calls, emails and chat.
- Assisted customers in troubleshooting hardware, software and network related problems.
- Resolved customer complaints promptly and professionally.
- Created service tickets to document all inquiries, incidents, requests and resolutions.
- Maintained an up-to-date knowledge of the company's products, services and procedures.
- Monitored system performance for potential errors or security threats.
- Identified root causes of technical issues and implemented solutions accordingly.
- Remote computer support for all end user issues
- Active Directory Support
IT Support Analyst
Greektown Casino-Hotel
Detroit
11.2019 - Current
- Troubleshooting and problem solving
- Configuring switches (Juniper)
- Working well with well known casino systems
- Fixing Hardware equipment(Kiosk machines, Jackpot machines,phone, printers etc)
- Maintain up-to-date inventory and asset tag IT hardware assets
- Working well with ticketing systems , to monitor and track all user issues
- Performs maintenance, upgrades, testing, troubleshooting and support of IT hardware
- User management AS400
- User management through exchange online and active directory
- Project management.
Adviser (Email/Chat)
Concentrix/General Motors
Warren
04.2018 - 01.2019
- Data entry
- Customer service
- Problem solving
- Serving customers by determining requirements; answering inquiries; resolving problems; fulfilling requests; maintaining databases
- Customer care and emails for General Motors Cadillac department.
Line leader
HBF-APU
Romulus
03.2016 - 04.2018
- Making sure shifts ran up to full satisfaction
- Cooking and prepping meals for the company as needed
- Making sure our sous chefs had everything prepped so the meals can be cooked to perfection.
Shift Leader
Taco Bell
Dearborn Heights
01.2014 - 05.2016
- Inventory
- Money handling
- Customer service
- Having the responsibility to make sure the shifts are running accordingly and fulfilling positions that are needed
- Making sure inventory is counted and money is properly being handled in the business.
Canvassing Senior Adviser
Mike Duggan Campaign
Detroit
07.2013 - 11.2013
- Data entry
- Communication
- Customer service
- File management.
Education
Associate of Science - Computer And Information Sciences
Henry Ford College
Dearborn, MI05-2021
Skills
- Remote Support
- Printers and Peripherals Installation
- Application software testing
- Hardware Configuration
- Issue diagnosis and resolution
- Software Installation
- Help desk assistance
- Network Operating Systems
- Customer Service
- Work Integrity
- Hardware diagnostics
- Incident Management
Timeline
ITSM Service Desk
Trinity Health
11.2021 - Current
IT Support Analyst
Greektown Casino-Hotel
11.2019 - Current
Adviser (Email/Chat)
Concentrix/General Motors
04.2018 - 01.2019
Line leader
HBF-APU
03.2016 - 04.2018
Shift Leader
Taco Bell
01.2014 - 05.2016
Canvassing Senior Adviser
Mike Duggan Campaign
07.2013 - 11.2013
Associate of Science - Computer And Information Sciences
Henry Ford College