DONALD PARKER
Troy,MI
Summary
Dedicated worker with excellent communication, time management and computer skills. Aiming to leverage my abilities to successfully fill the vacancy at your company. Frequently praised as hardworking by my peers, I can be relied upon to help your company achieve its goals.
Overview
3
3
years of professional experience
1
1
Certification
Work History
System Engineer
Signature Technology Solutions
09.2022 - Current
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Spearheaded compliance efforts and developed best practices to drive continual process improvements.
- Worked with stakeholders to determine implementation and integration of system-oriented projects.
- Analyzed security logs to determine and alleviate network threats.
Senior Computer User Support Specialist
Internal Revenue Service
01.2022 - 09.2022
- Resolved level 1 and level 2 support tickets
- One of the few lead techs hosting the onboarding meetings for the entire IRS
- Worked with Vendors in order to resolve hardware issues
- Perform loading of above-baseline software and perform quality control steps to ensure the systems have the required configuration and software
- Responsible for training new techs that are at my site
- Worked with multiple departments to complete special projects at our building
Desktop Support Analyst
LoanDepot
07.2021 - 12.2021
- Provided level 2 support for software and hardware issues
- Set up and troubleshooted desktop equipment
- Trained new employees on Zoom every week in the proper use of our hardware and software
- Worked with the networking team to do a server upgrade for our location
- Commended by management for having excellent customer service and communication skills
Service Desk Analyst
CareTech
08.2020 - 07.2021
- Provided help desk support to end-users of proprietary software for multiple hospital organizations
- Closed over 90% of trouble tickets on the first call without escalation
- Worked with Active directory to manage user's profiles to reset passwords, unlock accounts, etc
- Provided suggestions to improve multiple knowledge base articles
Education
Bachelor of Arts - Computer & Information Systems, Cyber Security
UNIVERSITY OF DETROIT MERCY
Detroit, MISkills
- Microsoft Windows and MS Office
- Mobile device management
- Issue and Resolution Tracking
- User Support and Troubleshooting
- Technical Analysis
- Hardware and Software Installation
- Customer Proposals
- Hardware and Software Repair
- Exchange Administration
- Microsoft Admin Center
Certification
CompTIA Security +
Microsoft 365 Certified: Fundamentals
CCNA (Studying)
Timeline
System Engineer
Signature Technology Solutions
09.2022 - Current
Senior Computer User Support Specialist
Internal Revenue Service
01.2022 - 09.2022
Desktop Support Analyst
LoanDepot
07.2021 - 12.2021
Service Desk Analyst
CareTech
08.2020 - 07.2021
Bachelor of Arts - Computer & Information Systems, Cyber Security
UNIVERSITY OF DETROIT MERCY