Dietrich Green
Dallas,TX
Summary
Solutions-driven IT Professional with a strong foundation in cloud support and technical troubleshooting. Achieved high levels of customer satisfaction and effective problem resolution through clear communication and analytical problem-solving. Hands-on experience with cloud technologies, enterprise applications, and IT hardware enhances operational efficiency and stakeholder confidence.
Overview
26
26
years of professional experience
Work History
Customer Support Tier 3 Technician
McAfee
Frisco, TX
06.2025 - Current
- Handle executive and high-priority escalations with urgency and professionalism, ensuring rapid resolution and customer satisfaction.
- Delivered Tier 3 support via chat and voice channels, resolving complex software and VPN issues for global end users.
- Communicated technical issues clearly and effectively to technical and non-technical individuals.
- Created detailed Jira bug tickets with clear replication steps, aiding Engineering teams in root cause analysis.
Technology Operations Support Associate
Frisco ISD
Frisco, TX
10.2023 - 05.2025
- Use the Help Desk ticketing system and help coordinate the resolution of technology issues.
- Assessed need for replacement Chromebooks and collaborated with campus and departments to process ticket requests.
- Received and stocked personal computer items from inventory, updating tracking system to maintain accurate inventory records.
SENIOR CLOUD OPERATIONS ENGINEER
2nd Watch
Remote
10.2021 - 03.2023
- Managed and enhanced cloud environments, driving continuous improvement and enabling rapid problem resolution.
- Utilized AWS cloud services for infrastructure management.
- Applied industry knowledge to solve routine problems, escalating complex issues for higher-level resolution.
CLOUD SUPPORT ASSOCIATE
Amazon Web Services (AWS)
Herndon, VA
03.2019 - 10.2021
- Provided support for storage and content delivery technologies including S3, SES, and CloudFront by resolving phone, chat, and email support tickets.
- Troubleshoot application deployments, recreate customer issues - diving deep to resolve problems at their root, looking for failure patterns and suggesting fixes.
- Achieved multiple AWS Associate certifications to enhance cloud expertise.
NETWORK SUPPORT SPECIALIST
NTT Data (formerly Dell Services)
Dallas, TX
02.2017 - 03.2019
- Delivered technical support and analysis for network systems and components at Tenet Healthcare, ensuring optimal performance and reliability.
- Installed, modified, tested, and serviced converged network communication equipment to enhance system functionality.
- Administered and maintained Windows, Telephony (Cisco IP), and vendor software systems to support seamless operations.
SENIOR DESKSIDE TECHNICAL ANALYST
NTT Data (formerly Dell Services)
Dallas, TX
08.2016 - 02.2017
- Supported Tenet Healthcare executive level end users with onsite and remote technical assistance to ensure seamless operation.
- Installed, configured, and maintained personal computers, operating systems, software, Cisco phones, and IT peripherals to enhance user experience.
- Deployed new PCs, laptops, and printers, performing OS-level installations and application setups to facilitate efficient hardware integration.
DESKSIDE TECHNICAL ANALYST
Dell Services
Dallas, TX
07.2013 - 08.2016
- Resolved hardware, software, and customer issues efficiently in fast-paced executive healthcare office.
- Provided day-to-day onsite technical support for Tenet Healthcare.
- Installed, repaired, and conducted preventative maintenance on PCs and printers to maintain optimal functionality.
IT SUPPORT ANALYST
Memphis Grizzlies
Memphis, TN
08.2012 - 07.2013
- Managed user account settings within Active Directory (AD) to ensure secure access and compliance.
- Responded to incoming calls, emails, and alerts from the helpdesk to address user issues. from the helpdesk and resolved issues in a timely manner.
- Installed, repaired, maintained, and configured desktop equipment and printers in a Windows network environment.
- Delivered technical support for NBA Games, University of Memphis Basketball Games, and Arena Events, ensuring seamless operation of NBA IDS laptops.
TECHNICAL SERVICE PROVIDER
St. Jude Children’s Research Hospital
Memphis, TN
01.2012 - 08.2012
- Triaged and troubleshot technical requests for network accounts and resources, ensuring timely resolution of user issues.
- Set up and installed company-recommended software such as Microsoft Brainstorm.
- Recorded service request details in incident, work order, and project management tools such as Remedy to maintain accurate tracking.
- Managed helpdesk requests via Remedy ticket application and provided prompt responses to end-user calls and emails.
SUPPORT TECHNICIAN
Fujitsu America
Memphis, TN
09.2008 - 01.2012
- Coordinated laptop and desktop deployment operations, ensuring timely setup for end users.
- Conducted daily repairs on laptops and desktops to ensure optimal performance for end users.
- Supported Cisco router configuration aligned with customer specifications to enhance network performance.
PERSONNEL JOURNEYMAN
United States Air Force
Little Rock AFB, Jacksonville
10.2000 - 10.2004
- Formatted, edited, and processed administrative correspondence to ensure accuracy in personnel matters.
- Maintained squadron files, including monthly PC-III rosters and promotion rosters, to support personnel management.
- Received Personnel of the Year Award for exceptional service in September 2002.
Education
Bachelor of Science - Information Technology/Network Administration
Kaplan University
Davenport, IAAssociate of Applied Science - Computer & Electronics Engineering Technology
ITT Technical Institute
Cordova, TNSkills
- Cloud services management
- Cloud computing
- Technical troubleshooting
- Network troubleshooting
- Incident management
- Technical support
- Software configuration
- Customer engagement
Timeline
Customer Support Tier 3 Technician
McAfee
06.2025 - Current
Technology Operations Support Associate
Frisco ISD
10.2023 - 05.2025
SENIOR CLOUD OPERATIONS ENGINEER
2nd Watch
10.2021 - 03.2023
CLOUD SUPPORT ASSOCIATE
Amazon Web Services (AWS)
03.2019 - 10.2021
NETWORK SUPPORT SPECIALIST
NTT Data (formerly Dell Services)
02.2017 - 03.2019
SENIOR DESKSIDE TECHNICAL ANALYST
NTT Data (formerly Dell Services)
08.2016 - 02.2017
DESKSIDE TECHNICAL ANALYST
Dell Services
07.2013 - 08.2016
IT SUPPORT ANALYST
Memphis Grizzlies
08.2012 - 07.2013
TECHNICAL SERVICE PROVIDER
St. Jude Children’s Research Hospital
01.2012 - 08.2012
SUPPORT TECHNICIAN
Fujitsu America
09.2008 - 01.2012
PERSONNEL JOURNEYMAN
United States Air Force
10.2000 - 10.2004
Bachelor of Science - Information Technology/Network Administration
Kaplan University
Associate of Applied Science - Computer & Electronics Engineering Technology
ITT Technical Institute