Summary
Work History
Overview
Education
Skills
Certification
Timeline
Generic

DeyJa Wallace

Dallas,TX

Summary

Multi-talented Support Specialist effective at managing information, technical concerns and team member support needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship building and critical thinking skills. Bringing 4 years of experience in technology. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Work History

End User Support Technician

GuideIT
05.2023 - Current
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Provided basic end-user troubleshooting and desktop support.
  • Configured hardware and granted system permissions to new employees.
  • Documented support interactions for future reference.
  • Rolled out software updates and applied server patches to thwart threats from penetrating networks.
  • Monitored systems in operation and quickly troubleshot errors.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Provided on-call support for critical issues related to O365.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Assisted with updating technical support best practices for use by team.
  • Work with software such as Active Directory, Five9, O365, Azure, Cherwell, Teams, Webex, Mitel, Momentum, and etc.

System Support Specialist

Dallas College
11.2022 - Current
  • Responsible for system support and technical assistance
  • Install, configure and upgrade operating systems and software, following policies and procedures of the district and organization
  • Monitors the system, sets up automated alerts, and performance notifications to proactively address problems
  • Responsible for creating and maintaining user accounts and information
  • Confirms program objectives and specifications by testing new programs, comparing programs with established standards and making modifications
  • Maintains professional and technical knowledge of best practices through professional development activities
  • Work closely with other members of support and system groups to support efforts such as the analysis, design, planning of hardware and technical software
  • May be required to troubleshoot, and to install or repair any software problems or replace malfunctioning hardware
  • Collaborates with end users to determine issue(s) and ensure problem(s) are resolved in a timely manner
  • Train end users in access, security, use and customization of programs and software
  • May prepare or evaluate training materials and manuals
  • Follow protocols when escalating unresolved issues
  • Backup data files and information to prevent loss during system upgrades and equipment replacement procedures
  • Must have excellent listening, oral and written communications skills in order to communicate effectively with a diverse array of stakeholders and constituents within the Dallas College network
  • Provides excellent customer service
  • Completes required
  • Dallas College Professional Development training hours per academic year
  • Performs other duties as assigned.
  • Monitored hardware, software and peripheral performance against organizational expectations.
  • Stayed up to date on software and hardware updates to optimize efficiency and productivity for management of clients.
  • Maintained documentation and resources regarding problem resolution for reference in future instances.
  • Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
  • Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
  • Provided faculty and staff with security software and network configuration support.
  • Set up hardware and software in optimal configurations to meet network performance requirements.
  • Work with software such as ServiceNow, Active Directory, Paperwise, etc.

QA Analyst/Support Specialist

7-eleven
09.2019 - 05.2023
  • Security, and QA testing, interacted with customers and employees face to face
  • Informing customers about new apps, new features on existing apps, and how to use self-pay options in the store
  • Assist with light stocking, labeling, daily inventory counts, basic cleaning duties, etc.
  • Monitored store on CCTV and help create different scenarios that could happen in the store
  • Write daily reports and issues to discuss in daily morning meetings
  • Completed daily data entry for QCO testing.

Bartender/Server

Alamo Drafthouse
03.2019 - 10.2019
  • Prepared beverages, cocktails and wine orders in adherence to state and city alcohol laws
  • Maintained clean and well-stocked bar
  • Conveyed broad cocktail knowledge and mix complex drinks consistently
  • Served guests and filled server orders quickly and courteously
  • Performed all side duties such as cleaning, garnish preparation, stocking, etc.
  • Supported needs of 50 or more- person wait staff who attended to specific needs of countless customers daily for Family restaurant with social relevancy and intentionality

Fulfillment Center

Target
11.2018 - 01.2019
  • Maintained excellent physical ability in order to lift heavy materials for hours a day
  • Reduced fulfillment errors by using RF scanners to quickly pick items to proper bins.
  • Ensure all orders are entered accurately into computer systems so low stock levels can be quickly rectified
  • Organized products by size, weight and storage location to improve stocking efficiency
  • Dispose of any damaged material and immediately report to warehouse manager
  • Created detailed chart of item locations and input all inventory information into Excel
  • Answer phone calls, sit customers, and serve guests during busy shifts
  • Meet and exceed all goals as directed by management.

Inbound Problem Solver/Fulfillment Specialist

Amazon
07.2017 - 11.2018
  • Maintained stamina during long periods of sitting, walking, standing or driving while remaining focused and vigilant
  • Monitored premises throughout a 12-hour shift
  • Provided friendly and professional assistance to employees, visitors and customers
  • Protected company assets against theft or damage by conducting frequent building and grounds patrols
  • Monitored and authorized entrance and departure of employees and visitors.
  • Utilized problem-solving skills to reduce or eliminate company expenses.
  • Analyzed and understood situation to develop action plan.
  • Leveraged technology to troubleshoot and track issues efficiently.
  • Researched and extracted data to complete tasks.
  • Defined problem to identify, prioritize and select alternatives.
  • Defined problems to make decisions and moved forward to support quick resolution.

Cashier, Bartender, and Waitress

Torchy's Tacos
07.2015 - 07.2017
  • Manage busy register with over 90 customers per day
  • Build loyal clientele through high-level of customer satisfaction daily Count cash drawer at the beginning and end of each of shift.
  • Build loyal clientele through high-level customer satisfaction daily
  • Greet all customers with a warm and friendly attitude.
  • Greeted customers entering store and responded promptly to customer needs

Overview

8
8
years of professional experience
1
1
Certification

Education

Associate of Applied Science - Personal Computer Support

Brookhaven College
Dallas, TX
05.2022

High School Diploma - Graphic Design

Skyline High School
Dallas, TX
06.2015

Skills

  • Technical Troubleshooting
  • Application Installations
  • Leadership
  • Ability to Multitask
  • Software Evaluation
  • Remote System Analysis
  • Customer Service Databases
  • Support Ticket System Management
  • Microsoft Active Directory
  • Service Restoration
  • Configuring Devices
  • Data Connectivity
  • Bug Fixes
  • Employee Computer Support
  • Hardware Evaluation
  • Hardware Repair
  • Computer System Diagnostics Software
  • Application Packaging
  • Data Processing
  • Incident Response
  • Image Building
  • Computer Hardware Knowledge
  • Software and Hardware Issues
  • Team Support
  • Diagnosis and Troubleshooting
  • Connectivity Software
  • VPN Configurations
  • Printers and Peripherals
  • Support End-Users
  • Reading Comprehension
  • Closing Tickets
  • Fixing Malfunctions
  • Creative Issue Resolution
  • Client Relationships
  • Computer Configurations
  • Help Desk Support
  • Organizational Skills
  • Analytical and Methodical
  • Resolve Technical Problems
  • Microsoft Windows and Office
  • Diagnose Faults
  • Troubleshooting Network Issues
  • Technical Documentation
  • CISCO Installations
  • Problem Simulation
  • Switches and Routers
  • Hardware Inventories
  • Office Connections
  • Application Support

Certification


  • Information Tech Security, Cisco-2022
  • IT Service Desk: Service Management, LinkedIn-2022
  • Learning Network Troubleshooting, LinkedIn-2022
  • Learning Vulnerability Management, LinkedIn-2022

Timeline

End User Support Technician

GuideIT
05.2023 - Current

System Support Specialist

Dallas College
11.2022 - Current

QA Analyst/Support Specialist

7-eleven
09.2019 - 05.2023

Bartender/Server

Alamo Drafthouse
03.2019 - 10.2019

Fulfillment Center

Target
11.2018 - 01.2019

Inbound Problem Solver/Fulfillment Specialist

Amazon
07.2017 - 11.2018

Cashier, Bartender, and Waitress

Torchy's Tacos
07.2015 - 07.2017

Associate of Applied Science - Personal Computer Support

Brookhaven College

High School Diploma - Graphic Design

Skyline High School

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DeyJa Wallace