Summary
Overview
Work History
Education
Skills
Timeline
Generic

Douglas Fair

Atlanta,Georgia

Summary

Accomplished Project Lead at CDC, renowned for enhancing team morale and engagement. Expert in risk management and problem-solving, reducing project delays. Proficient in Salesforce and communication, fostering collaboration. Achieved a 20% reduction in disconnection requests, showcasing adaptability and technical proficiency.

Overview

29
29
years of professional experience

Work History

Project Lead

CDC
Atlanta, Georgia
06.2023 - Current
  • Lead a team of 15 employees on daily tasks and new projects throughout 4 CDC campuses
  • Coordinated cross-functional teams to align project goals, enhancing communication and fostering a shared vision for successful outcomes.
  • Cultivated a positive team environment, encouraging open dialogue and collaboration, which strengthened team morale and engagement.
  • Developed and implemented a risk management framework, significantly reducing project delays and increasing productivity.
  • Fostered an inclusive team culture, promoting diverse ideas and enhancing collaboration for innovative problem-solving.
  • Nurtured team development by providing mentorship and constructive feedback, which bolstered individual performance and team cohesion.

Senior AskIT TECHNICIAN (Remote)

Whitecap
Atlanta, Georgia
04.2020 - 04.2023
  • Guided 30+ new employees in store or remotely with a step-by-step process to gain access to laptops, desktops, printers, and applications.
  • Mentored and evaluated new hires on the Helpdesk team on how to develop a specialized call handling model.
  • Answered 50+ calls per day inbound and outbound calls volumes while delivering positive customer engagement.
  • Solved 80+ trouble tickets per day through efficient triaging of problems.
  • Collaborated with Level 2 with any compilation that arose that couldn't be reconciled.
  • Created and implemented new processes for evaluating customer experience and processing customer feedback.
  • Coordinated with Developer's to ensure that problems are resolved promptly and effectively by escalating and documenting ServiceNow Tickets.

I.T. Associate Product Agent (Remote)

McKesson Pharmacy Systems
Alpharetta, Georgia
04.2020 - 03.2021
  • Proficient in providing remote technical support for McKesson software and troubleshooting Dell desktops, laptops, printers, and other hardware.
  • Proven ability to prioritize and streamline incoming tickets and emails, ensuring adherence to SLA's and prompt resolution of issues.
  • Excellent collaboration skills, working effectively with internal and external departments to resolve system and network issues.
  • Demonstrate strong problem-solving skills in resolving matters related to claim adjudication, reporting, insurance concerns, and medication orders.
  • Consistently maintain and update knowledge base in Salesforce with accurate and simple step-by-step resolutions for every call, adding new KA's when new issues arise.
  • 100% trained and worked remotely.

I.T. Desktop Support

Hyundai Capital America
Atlanta, Georgia
01.2020 - 04.2020
  • Demonstrated expertise in troubleshooting hardware and software issues, providing timely and effective solutions to ensure business continuity and minimize downtime.
  • Proficient in setting up and configuring desktop computers and peripherals, as well as transferring employee data from desktops to laptops for remote work.
  • Successfully implemented GlobalProtect on employee laptops, enabling secure and seamless network connectivity from home to facilitate remote work.

I.T. Business Analyst

Boehringer-Ingelheim
Duluth, Georgia
04.2019 - 01.2020
  • Proven ability to maintain the integrity of critical master data components, ensuring accuracy and updates that have immediate impact on sales, shipments, pricing, and invoicing.
  • Experience analyzing data and executing tasks as defined in standard operating procedure documentation, with a keen eye for identifying and communicating potential issues to help avoid larger downstream problems.
  • Strong collaboration and communication skills, established through successful coalition with fellow Customer Experience teams to ensure accurate and up-to-date Master Customer Data.
  • Skilled in completing user acceptance testing according to developed scripts, with a focus on attention to detail and adherence to guidelines and compliance principles.
  • Dedicated to administering exceptional customer service and support, responsive to all emails, Service Now, and Salesforce(CRM) Tickets within 2 hours of receiving them.

I.T. Service Desk Tech (I.T. Systems Analyst)

PruittHealth
Norcross, Georgia
06.2017 - 03.2019
  • Active Directory and Exchange server adminCitrix server administration
  • Proficient in Active Directory and Exchange server administration, with experience creating and maintaining network printer queues.
  • Qualified in troubleshooting a variety of technical issues on laptops, tablets, iPads, Surface devices, Wyse terminals, and mobile devices, including providing first point resolution or escalation when necessary.
  • Originated in documenting all interactions with partners using Microsoft Service Manager, logging and tracking incidents in order to meet and maintain SLA's.
  • Familiarity with Citrix server administration, Maas360, Duo, and other tools commonly used in an IT support role.
  • Committed and adaptable team member, able to provide support outside of regular business hours, and capable of providing on-site support for large conferences and events.

I.T. ServiceDesk Tier 2

TMXFinance
Alpharetta, Georgia
01.2013 - 06.2017
  • Organized remote support to on-site and field employees on a variety of issues including system access and operations.
  • Veteran in providing remote technical support to on-site and remote employees on software, hardware, and operations issues.
  • Knowledgeable in configuring and troubleshooting Genesys PureCloud, Remedy 8.1, and DHCP/DNS servers to ensure optimal network functionality.
  • Trained in Salesforce Omni Channel for assigning potential customers to agents in the field.
  • Proven track record of exceeding call-handling goals, achieving an 85% first-call resolution ratio, and handling an average of 65 calls daily.
  • Established the ability to manage special projects, such as software implementation and coordination, to ensure timely completion and optimal functionality.

Investigator/Security Analyst

LexisNexis
Alpharetta, Georgia
10.2008 - 12.2012
  • Maintained and executed security process to identify information gaps in our system either with security information given out online or to our third-party customers.
  • Successfully executed security processes and identified information gaps in the system, leading to the implementation of enhancements for overall improvement of information security procedures.
  • Conducted thorough reviews of logs to ensure internal and external customers were complying with agreed contract metrics, investigated presenting problems, and analyzed data to prevent possible security breaches within the company.
  • Promptly resolved tickets for third-party customers who had given incorrect social security information, background, or criminal history.
  • Arranged regularly with Management and Vice President of Incident Response to stay updated on imminent security changes, any possible breaches, existing open tickets, and other relevant events.

Broadband Customer Retention Specialist

Charter Communications
Simpsonville, South Carolina
04.2006 - 09.2008
  • Expertly saved and retained customers who were intending to disconnect or reduce their services.
  • Exhibited the ability to retain customers by effectively explaining the benefits and features of products and services, resulting in a 20% reduction in disconnection requests.
  • Proven track record of assessing customer needs and promoting cable services to existing and new customers with tact and courtesy, resulting in a 25% increase in sales and 90% retention rate.
  • Tactical in identifying and seizing opportunities to upsell and cross sell additional Charter products and services during customer interaction, resulting in a 30% increase in revenue.
  • Proficient in diagnosing and resolving cable, internet, and telephone difficulties, resulting in a 95% customer satisfaction rate.
  • Experienced in meeting and exceeding monthly performance metrics, including receiving over 100 calls per day, through exceptional communication and problem-solving skills.

Information Technology Security Administration

Cingular Wireless
Alpharetta, Georgia
10.2004 - 03.2006
  • Worked with AT&T Wireless employees merging over to Cingular Wireless to obtain access to over 60 different applications.
  • Successfully facilitated the merger of AT&T Wireless employees to Cingular Wireless, ensuring a smooth transition for over 60 different applications.
  • Maintained a new backup and disaster recovery system for the company's critical data, ensuring business continuity in case of any unforeseen disasters.
  • Conducted regular security audits and vulnerability assessments to identify and mitigate potential security audits risks, ensuring compliance with industry standards and best practices.

Helpdesk Support

Dendrite International
Norcross, Georgia
02.2004 - 09.2004
  • Provided comprehensive technical support to remote field representatives for pharmaceutical giant Bayer, utilizing expertise in IBM T30 laptops, Windows operating systems ranging from XP to 98, and PDA support for Toshiba, Treo, Zire, and Tungsten devices with WIN CE operating systems.
  • Specialized in configuring VPN-1 Secure Client and PKI encryption for remote server authentication, ensuring that all data transmission remained safe and secure.
  • Oversaw technical escalations through a resolution tracking system and generated up-to-the-minute status reports for management using Vantive tracking software, ensuring clear and concise communication of issues and solutions to all parties involved.

Team Lead/Member Service Representative

CompBenefits
Roswell, Georgia
04.2002 - 02.2004
  • Comprehensive knowledge of HMO/PPO/Dental Access/OHS/ insurance, efficiently resolving customer inquiries and complaints while ensuring complete customer satisfaction.
  • Tested expertise in handling and negotiating claims and settlements of disputes with members, dentists, and CompDent within the scope of the department's responsibilities.
  • Consistently achieved high call volumes of up to 125 calls per day and as a supervisor, effectively supported representatives, and managed daily reports of statistics.

Senior CSR/Tech Support III

MCI WORLDCOM
Greenville, South Carolina
11.1996 - 12.1998
  • Uphold proficiency in analyzing and resolving recurrent internet issues to provide efficient 2nd level technical support to customers.
  • Aided in improving customer satisfaction by effectively handling supervisor's escalation calls, reviewing, and resolving billing issues, and educating customers on new plans to save on their bill.

Education

High School -

Killeen High School
Killeen, Texas
05.1995

Skills

  • Analytical Skills
  • Vendor management
  • Microsoft Office
  • Adaptability
  • Oracle
  • Printer Support
  • Salesforce
  • Problem Solving
  • ServiceNow
  • System Deployment
  • Teamwork
  • Operating Systems
  • Patience
  • Troubleshooting
  • Collaboration
  • Technical Proficiency
  • Citrix Receiver
  • Time Management
  • Communication

Timeline

Project Lead

CDC
06.2023 - Current

Senior AskIT TECHNICIAN (Remote)

Whitecap
04.2020 - 04.2023

I.T. Associate Product Agent (Remote)

McKesson Pharmacy Systems
04.2020 - 03.2021

I.T. Desktop Support

Hyundai Capital America
01.2020 - 04.2020

I.T. Business Analyst

Boehringer-Ingelheim
04.2019 - 01.2020

I.T. Service Desk Tech (I.T. Systems Analyst)

PruittHealth
06.2017 - 03.2019

I.T. ServiceDesk Tier 2

TMXFinance
01.2013 - 06.2017

Investigator/Security Analyst

LexisNexis
10.2008 - 12.2012

Broadband Customer Retention Specialist

Charter Communications
04.2006 - 09.2008

Information Technology Security Administration

Cingular Wireless
10.2004 - 03.2006

Helpdesk Support

Dendrite International
02.2004 - 09.2004

Team Lead/Member Service Representative

CompBenefits
04.2002 - 02.2004

Senior CSR/Tech Support III

MCI WORLDCOM
11.1996 - 12.1998

High School -

Killeen High School

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