Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Doile Caldwell

Phoenix,Arizona

Summary

Results-driven Desktop Support Analyst with over 18 years of experience specializing in deployment, troubleshooting, and maintenance of large-scale Windows environments in Healthcare and Education. Known for implementing innovative solutions that improve user knowledge and drive organizational growth. Proven ability to foster long-term client satisfaction through goal alignment, strategic action plans, and profitability optimization to enhance functionality and productivity. Skilled in motivating high-performance teams to meet service level requirements and encourage creative thinking, resulting in high standards of service excellence and employee retention.

Overview

27
27
years of professional experience

Work History

Desktop Support Specialist II

InEight Inc.
02.2024 - Current
  • Provided technical support for hardware and software issues, ensuring quick resolution for end-users.
  • Diagnosed and troubleshot desktop systems, network connectivity, and peripheral devices to restore functionality.
  • Assisted in the implementation of new technologies, enhancing user experience across departments.
  • Software and Hardware Support: Troubleshooting and resolving technical issues with desktop systems, software applications (especially InEight products), and hardware.
  • User Support: Providing technical support to users via various channels (phone, in-person, online chat) to understand, diagnose, and resolve technical issues.
  • Installation and Configuration: Installing, configuring, testing, maintaining, and troubleshooting end-user networked devices and software.
  • InEight Product Expertise: Acquiring and maintaining a strong functional working knowledge of InEight's core products, focusing on customer support aspects.
  • Troubleshooting & Problem Solving: Diagnosing and resolving technical issues with hardware or software systems, potentially involving system reconfiguration.
  • Documentation: Documenting technical support procedures and maintaining customer records.
  • Collaboration: Working closely with network and server administrators to ensure proper system functioning and collaborating with other IT teams to identify and resolve systemic issues.
  • Customer Service: Providing exceptional customer service, managing user expectations, and communicating technical information clearly.

INFORMATION TECHNOLOGY SUPPORT ANALYST

University of Arizona College of Medicine
10.2015 - 02.2024
  • Promptly provide technical support regarding hardware, software, email, network connectivity, printing, and mobile devices to over 2000 faculty, staff, and students between 3 campuses via in person and/or remote investigation and resolution.
  • Provide strong leadership and training to a team of 4 analysts, capitalize on individual and group strengths to ensure targets are achieved while saving time and cost.
  • Diagnose and provide creative resolutions to high vulnerability user problems related to customer devices, hardware, software, and networking via remote support.
  • Perform asset management including workstation, network, and software inventory.
  • Establish directory structure and assign appropriate permissions for individual and shared network storage purposes.
  • Prioritize, troubleshoot, diagnose, and resolve software, hardware, and network connectivity issues; ensure quality measures are in place with adequate follow up.
  • Educate users and recommend simple, personalized solutions to help achieve goals; provide relevant insights and expert advice.
  • Remain alert to investigate and report issues/concepts that impact the University; highly skilled and knowledgeable to ensure operations run smoothly.
  • Follow documentation and checklists for upgrades or replacement of desktops plus data migration from old to new workstations.
  • Maintain ability to handle high-stress situations, exercise sound judgment and work independently to achieve objectives in a fast-paced environment.
  • Perform lost file, data recovery and malware/virus removal.
  • Provide accurate and creative solutions to user problems of a complex nature to ensure users are quickly restored to productivity.
  • Ensure optimization of quality systems through innovation and data analysis.
  • Address and resolve user concerns promptly by utilizing effective listening and problem-solving skills to achieve optimal client satisfaction.
  • Ensure attention to detail and make conscious effort to understand causes instead of just the effects.

DESKTOP SUPPORT TECHNICIAN

Aetna
11.2002 - 04.2013
  • Worked as an integral team member at various levels to support a large, complex environment involving Windows, and VMware virtualized technology.
  • Raised customer service efficiency and satisfaction by quickly and effectively performing installation, upgrades, and deployment of desktop and laptops.
  • Interpreted reporting statistics and suggestions, acted quickly to create action plans and/or change procedures to avoid future setbacks or problems.
  • Deployed installation of Windows XP, Windows 7 and Office 2003/2007/2010.
  • Highly skilled in providing effective technical support in hardware and software issues including diagnosis and troubleshooting.
  • Maintained inventory for laptops, desktop, printers, and installed software.
  • Created image physical device via Symantec Ghost and virtual image via VMware.
  • Performed software upgrades and configuration enhancements.
  • Documented success in problem status and resolution in ticketing database.
  • Managed service queue and resolved daily hardware and software support calls.
  • Provided support via desk side or remote access using remote desktop client tools.
  • Created user accounts in Active Directory.

TECHNICAL SUPPORT REPRESENTATIVE

Global Crossing Communications
02.1998 - 11.2001
  • Assisted leading global IP solutions provider with providing global telecommunication network services worldwide.
  • Managed the day-to-day relations with end users and assisted with establishment and maintenance of DSL, Dial-up internet services and other products.

Education

Associate of Arts -

Mesa Community College
Phoenix, AZ
01.2015

Skills

  • Asset Management
  • Audits & Reporting
  • Business Development
  • Change Management
  • Client Retention & Loyalty
  • Compelling Communication
  • Confidentiality Compliance
  • Conflict Resolution
  • Critical Thinking
  • Cross-functional Leadership
  • Database Management
  • Inventory Management
  • Problem Solving
  • Process Improvement
  • Quality Assurance
  • Risk Mitigation
  • Scripting
  • Server Deployments
  • Service Planning & Delivery
  • Software Licensing
  • Stakeholder Engagement
  • Strategic Planning
  • Support & Resource Analysis
  • Technical Support
  • Time Management
  • Training & Development
  • Workflow Management
  • Active Directory & SCCM
  • Cisco/Unix/Linux & VPN
  • IP Phones & Smart Phones
  • Mac OS & Windows 7/10
  • Remedy ITSM
  • Remote Desktop Clients
  • Thin Clients/Wyse Devices
  • VMWare/Citrix
  • Windows Server 2012

Websites

Timeline

Desktop Support Specialist II

InEight Inc.
02.2024 - Current

INFORMATION TECHNOLOGY SUPPORT ANALYST

University of Arizona College of Medicine
10.2015 - 02.2024

DESKTOP SUPPORT TECHNICIAN

Aetna
11.2002 - 04.2013

TECHNICAL SUPPORT REPRESENTATIVE

Global Crossing Communications
02.1998 - 11.2001

Associate of Arts -

Mesa Community College

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