Dillon Ludlow

Fort Worth,United States

Summary

Experienced Help Desk Analyst with 3 years of dedicated service at McBride Orthopedic Hospital. Demonstrated proficiency in delivering comprehensive technical support, adeptly troubleshooting hardware and software issues, and consistently ensuring utmost customer satisfaction. Possesses a proven track record in resolving complex IT problems, implementing system upgrades, and delivering exceptional customer service. Eager to leverage these skills and experiences in the role of IT Support Specialist, contributing to the efficiency and effectiveness of IT operations while providing top-tier support to end-users.

Overview

years of professional experience

Work History

Help Desk Analyst

McBride Orthopedic Hospital

10.2021 - 08.2024

Managed user accounts in Active Directory, Microsoft Exchange, and Microsoft 365, ensuring accuracy and security in user access
Provided technical support for the Cisco phone system, including troubleshooting issues and assisting users with setup and configuration
Conducted troubleshooting for both software and hardware issues reported by users, utilizing diagnostic tools and knowledge of systems to identify and resolve problems efficiently
Utilized a ticketing system to manage incoming support requests, ensuring timely resolution and accurate documentation of support activities
Provided support via phone and email, assisting users with technical issues and offering guidance on IT-related matters
Conducted basic networking tasks to ensure workstations were online and connected to the network, including troubleshooting network connectivity issues.

Call Center Operator

U.S. Monitoring Inc.

04.2021 - 10.2022

Monitored and responded to incoming alarms for home and business security systems, ensuring timely and appropriate actions were taken in response to alerts
Handled high volumes of time-sensitive calls with professionalism and composure, effectively managing stressful situations to ensure swift resolution
Provided courteous and efficient customer service to clients, addressing inquiries, troubleshooting issues, and providing technical support as needed
Utilized alarm monitoring software and systems to accurately track and document alarm events and resolutions.

Education

Bachelor of Science in Business Administration in Management Information Systems with a concentration in Information Assurance -

Oklahoma State University, Stillwater, OK

01.2021

GPA: 3.4

Skills

Java
C#
C
Python
Bash
PowerShell

HTML
Project Management
MySQL
ASPNet
Bootstrap
Visual Studio

Coursework

Scripting Essentials, Oklahoma State University, 2021, Scripting Languages, Data Manipulation
Web App Development, Oklahoma State University, 2021, Web Development, Database
Applied Information Systems Security, Oklahoma State University, 2020, Networking, Operating Systems, Security, Troubleshooting, Penetration Testing

Timeline

Help Desk Analyst - McBride Orthopedic Hospital

10.2021 - 08.2024

Call Center Operator - U.S. Monitoring Inc.