Dima Avner
Victorville
Summary
Experienced IT support engineer with a proven track record of delivering exceptional results. Recognized for troubleshooting expertise, system maintenance, and providing end-user support. Strong emphasis on team collaboration, effective communication, and adaptability to evolving technical requirements. Skilled in configuring hardware, managing software updates, and ensuring network security. Highly valued for reliability, problem-solving skills, and a results-driven approach.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Senior Desktop Support Engineer
Loyola Marymount University
06.2005 - 08.2021
- Created software images with Norton Ghost for new systems.
- Increased customer satisfaction by providing timely and effective remote support services.
- Developed internal knowledge base articles to facilitate efficient issue resolution for both IT staff and end-users.
- Supervised junior desktop support engineers, fostering professional growth through mentorship opportunities.
- Collaborated with IT team members to develop effective solutions for complex problems, increasing overall productivity.
- Optimized hardware configurations and software installations for enhanced end-user experience.
- Enhanced system performance by implementing desktop support solutions and resolving technical issues.
- Conducted thorough testing of new software releases before deployment, identifying potential issues before they impacted users'' workflow.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Configured hardware, devices, and software to set up work stations for employees.
- Walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured and tested new software and hardware.
- Created user accounts and assigned permissions.
Technical Support Specialist
Collegis-Edurprise at Loyola Marymount University
02.2002 - 05.2005
- Managed maintenance of over 3000 computers across campus.
- Created user accounts in Active Directory.
- Developed and deployed system images using Norton Ghost.
- Maintained networks, servers, and printers.
- Troubleshot software and hardware campus-wide.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
ITS Services, College of Business School
Loyola Marymount University
10.2000 - 02.2002
- Set up a computer lab with 60 systems.
- Installed Deep Freeze Version 5 in the lab.
- Configured the lab network and maintained hardware.
- Maintained the Novell server and created a department webpage.
- Taught summer classes to students and workers on MS software.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with a strong work ethic.
Call Center Representative
Herbalife International
12.1996 - 08.2000
- Established a Russian-language phone order line.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Conducted data entry and managed department spreadsheets.
- Received awards for high call volume and sales achievements.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Education
Bachelor - Information Technology
American InterContinental University
Hoffman Estates, IL01.2005
Associate of Arts - Business Administration
American InterContinental University
Hoffman Estates, IL01.2004
Skills
- Experienced with various versions of Windows and Mac OS X
- Skilled in system deployment and management tools
- Experience with IBM and Apple hardware systems
- Database administration across multiple platforms
- Remote access troubleshooting
- End-user assistance
- Skilled in prioritizing concurrent responsibilities
- Cross-functional collaboration
- Backup and recovery strategies
Certification
- HDI
- OSX Software Support
Languages
Russian
Interests
- Artificial Intelligence (AI) and Machine Learning
- Video Gaming
- I participate in low-impact exercises to strengthen core muscles
- Road Trips
- Reading
- Volunteering at local animal shelters and rescue organizations
- Personal Development and Self-Improvement
Timeline
Senior Desktop Support Engineer
Loyola Marymount University
06.2005 - 08.2021
Technical Support Specialist
Collegis-Edurprise at Loyola Marymount University
02.2002 - 05.2005
ITS Services, College of Business School
Loyola Marymount University
10.2000 - 02.2002
Call Center Representative
Herbalife International
12.1996 - 08.2000
Associate of Arts - Business Administration
American InterContinental University
Bachelor - Information Technology
American InterContinental University
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