Summary
Overview
Work History
Education
Skills
Timeline
Generic

Donavan Lawson

Trenton,Georgia

Summary

Seasoned Help Desk Engineer with background in troubleshooting, diagnostics, and customer service. Skilled in managing technical issues and providing software support to ensure smooth business operations. Strong ability to communicate complex information to non-technical users effectively. Known for improving system performance and efficiency by resolving recurring technical difficulties.

Overview

12
12
years of professional experience

Work History

Help Desk Engineer

Mike Collins and Associates, MCA
Chattanooga, TN
06.2023 - Current
  • Domain administrator over 300 companies that has provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Issues range from simple password resets to moderate networking issues, such as configuring VPN connections, MFA issues, printer issues, Cloud/RDP platforms, and general network connectivity and facility outages.
    Use ticketing systems to track workflow and thoroughly document work.
  • Manage Active Directory by resetting passwords, checking if a user’s account is disabled, moving computers to the correct Organizational Unit, and enabling disabled computers.
  • Manage Office 365 for a dedicated team.
  • Familiar with ConnectWise Automate remote services.
    Experienced in managing Workday for end users.
  • Diagnosed and resolved hardware and software issues promptly.
  • Collaborated with team members to enhance service delivery processes.
  • Escalated complex issues to senior engineers when necessary.
  • Resolved customer issues in a timely manner.
  • Configured and troubleshot hardware, software, operating systems and applications.
  • Documented all help desk activities including troubleshooting steps taken and resolution details.

Pest Control Technician

Furgerson Pest Control
Fort Payne, AL
07.2019 - 06.2023
  • Effective oversight of accounts receivable, customer satisfaction, and optimization of time management
  • Applied pest control methods to eliminate infestations in residential properties.
  • Conducted thorough inspections to identify pest entry points and nesting areas.
  • Maintained accurate records of treatments and customer interactions in company systems.
  • Educated clients on prevention measures to reduce future pest issues effectively
  • Mixed chemicals according to label directions in order to create effective solutions for treating pests.
  • Performed follow-up visits to ensure that treatments were successful in eliminating pest problems.

Gate Operator Technician

Quality Fence Company
Chattanooga, TN
10.2018 - 04.2019
  • Installation of Gate Operators
  • Operated power tools for cutting to install the loops for gate operators.
  • Repaired existing fences that had been damaged by wind or other weather events.
  • Serviced Gate Operators and ensure the operator, gates, and equipment are functioning properly.

Dispatcher

Mr. Electric
Chattanooga, TN
05.2018 - 07.2018
  • Coordinated daily schedules for service technicians across multiple job sites.
  • Managed incoming service requests through phone and online platforms.
  • Monitored accounts payable and receivable for timely processing.
  • Tracked vehicles using GPS technology and provided real-time status updates as needed.

Termite Technician

Cook's Pest Control
Chattanooga, TN
09.2014 - 05.2018
  • Inspected properties for termite activity and potential infestations.
  • Maintained accurate records of treatments and inspections conducted on-site.
  • Utilized specialized tools for detecting and treating termite infestations effectively.
  • Provided exceptional customer service while addressing client inquiries and concerns.
  • Installed bait systems to monitor and control termite activity.

Electrician Helper

Allegiant Electric
Chattanooga, TN
06.2013 - 04.2014
  • Assisted electricians with installation and maintenance of electrical systems.
  • Pulled wires through conduits or other passageways using a wire puller tool.
  • Read blueprints and diagrams to understand the scope of work required.
  • Operated hand and power tools and diagnostic equipment to complete various aspects of jobs.
  • Worked in team-based environment to accomplish projects.

Education

High School Diploma -

Dade County High School
Trenton
05-2012

Associate of Applied Science - Cyber Security

Georgia Northwestern Technical College
Rock Spring, GA
12-2024

Skills

  • Technical support
  • Network troubleshooting
  • Active Directory management
  • Office 365 administration
  • Ticketing system usage
  • Remote desktop support
  • Customer service
  • Problem solving
  • Documentation practices
  • Time management
  • Mobile device support
  • Remote support
  • Application installations
  • Incident escalation
  • Software installation

Timeline

Help Desk Engineer

Mike Collins and Associates, MCA
06.2023 - Current

Pest Control Technician

Furgerson Pest Control
07.2019 - 06.2023

Gate Operator Technician

Quality Fence Company
10.2018 - 04.2019

Dispatcher

Mr. Electric
05.2018 - 07.2018

Termite Technician

Cook's Pest Control
09.2014 - 05.2018

Electrician Helper

Allegiant Electric
06.2013 - 04.2014

High School Diploma -

Dade County High School

Associate of Applied Science - Cyber Security

Georgia Northwestern Technical College

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