Professional Summary
Overview
Work History
Skills
Training
Timeline

Donnita Tony

Outsource Solutions Group
Waukegan,IL
9
years of professional experience

Detail-oriented Technical Specialist with extensive experience in project management and technical support. Skilled in troubleshooting hardware, network, and software issues while maintaining efficient inventory systems. Proven ability to train personnel and collaborate with cross-functional teams to implement technology solutions. Holds certifications in MTA Security Fundamentals, CompTIA A+, MTA Server Fundamentals, Linux Essentials, and CompTIA Server+.

Work History

Former End User Support Specialist

4 Years 8 Months
Jockey International | 11.2021 - Current
  • Provided technical support to customers in the IT department and delivered global security training.
  • Provided technical support to IT department customers, enhancing security awareness through global training sessions.
  • Conducted daily network monitoring and analyzed server and application logs for intrusions, developing effective response plans.
  • Ensured constant server availability through regular patching, updating, and restarts.
  • Troubleshot end-user hardware, network, and software issues efficiently.
  • Conducted daily network monitoring, analyzing server and application logs for intrusions and devising response plans.
  • Assisted in resolving team room Audio Visual issues.
  • Maintained and updated knowledge base to improve accessibility of information for reference and training.

Junior Systems Administrator

5 Years 10 Months
Outsource Solutions Group | 09.2020 - Current
  • Managed system updates and critical patches to ensure optimal performance and security.
  • Trained and supervised new staff on system administration tasks and protocols to enhance team capabilities.
  • Conducted imaging procedures for computers and laptops to ensure proper configuration.
  • Monitored backups and Hyper V servers, ensuring data integrity and availability for critical operations.
  • Developed detailed documentation for troubleshooting and training to streamline processes and support team efficiency.
  • Collaborated with infrastructure staff to implement strategic technology solutions.

Tier 1 Desktop Support Analyst

3 Years 7 Months
Net56 | 06.2020 - 01.2024
  • Diagnosed user issues by utilizing test scripts and probing questions, enhancing resolution accuracy.
  • Translated technical jargon into layman's terms for non-technical users, promoting better understanding.
  • Documented all support interactions in ConnectWise, contributing to knowledge base and enabling future support efficiency.
  • Created new policies, processes, and technical documentation to streamline operations, improving overall support workflow.
  • Contributed to the development of company workflows, including ticketing processes, SLAs, and metrics tracking.

Technical Analyst

4 Years 11 Months
CDW | 02.2019 - 01.2024
  • Resolved system hardware, network, and connectivity issues to enhance user task efficiency.
  • Diagnosed and resolved user system functionality issues to ensure smooth operations.
  • Logged and tracked service tickets in the incident tracking system for efficient resolution.
  • Handled user inquiries and escalated complex issues to ensure timely resolution by specialists.
  • Managed user inquiries and escalated complex issues to specialist team members.
  • Coordinated with team members to develop and implement problem-solving strategies that improved issue resolution.
  • Conducted regular follow-ups to ensure user satisfaction and issue resolution.
  • Maintained up-to-date knowledge of technological advancements and industry best practices.

Randstad Contractor Technical Analyst

6 Years 9 Months
Health Care Services Corporation | 04.2017 - 01.2024
  • Evaluated system hardware and software, proposing enhancements that increased speed and performance.
  • Responded promptly to end user support requests, guiding through troubleshooting procedures.
  • Documented support interactions to enrich knowledge base and facilitate future reference.
  • Collaborated with teams to implement system optimizations and streamline processes.
  • Simplified technical information for non-technical individuals, promoting comprehension.
  • Recorded all support interactions for future reference and knowledge base enrichment.
  • Received positive feedback from users for effective problem-solving and exceptional customer service.
  • Collected positive feedback from users, highlighting effective problem-solving and commitment to customer service.

Skills

Technical Support
Network Troubleshooting
Remote Access
Technical support
Active Directory
Telephone support
Windows 7
10
Remote Desktop
Virtual Desktop
End-User Support
Citrix Installation
User Training
Client Engagement
System Setup
Problem-solving
Customer support
Implementation
Problem solving
Customer Service
Computer Literacy

Training

  • MTA Security Fundamentals
  • CompTIA A+
  • MTA Server Fundamentals
  • Linux Essentials
  • Comptia Server +

Timeline

Former End User Support Specialist

Jockey International
11.2021 - CurrentRead More

Junior Systems Administrator

Outsource Solutions Group
09.2020 - CurrentRead More

Tier 1 Desktop Support Analyst

Net56
06.2020 - 01.2024Read More

Technical Analyst

CDW
02.2019 - 01.2024Read More

Randstad Contractor Technical Analyst

Health Care Services Corporation
04.2017 - 01.2024Read More

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Donnita Tony