Dru Davis
Summary
Dedicated and detail-oriented IT professional with over 10 years of experience in technical support, help desk operations, and remote assistance. Proficient in troubleshooting hardware, software, and network issues, with expertise in remote desktop tools and ticketing systems such as JIRA and Zendesk. Strong background in customer service, network support, and cyber security fundamentals, holding certifications in CompTIA A+, Network+, and Security+. Excellent communication and problem-solving skills, committed to delivering high-quality customer service and optimizing IT infrastructure. Seeking to leverage my extensive skills and certifications to contribute effectively to a dynamic IT/cyber security team.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
Westchester Medical Center
Valhalla, NY
03.2018 - Current
- Diagnosed and resolved hardware, software, and network issues
- Provided technical support to end-users via phone, email, and remote access tools
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Documented and tracked customer issues using a ticketing system
Customer Service Representative
Regeneron Pharmaceuticals Inc
Tarrytown, NY
06.2015 - 02.2018
- Delivered exceptional customer service by addressing inquiries and resolving complaints, ensuring high customer satisfaction.
- Managed a high volume of customer interactions with professionalism and efficiency, maintaining a positive customer experience.
- Utilized CRM software to maintain accurate customer records and track service activities, improving service efficiency.
- Collaborated with team members to ensure timely resolution of issues and enhance overall customer satisfaction.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries, leading to improved patient experiences.
Data Entry Specialist
Orange Bank & Trust Company
Goshen, NY
01.2012 - 05.2015
- Entered, updated, and verified data with a high degree of accuracy while maintaining strict confidentiality and adhering to established guidelines and protocols.
- Managed large volumes of information within database systems
- Conducted data quality checks and corrected discrepancies
- Assisted in generating reports and data analysis for management.
- Compiled data and reviewed information for accuracy prior to input.
Help Desk Technician (WFH)
IBM
Armonk, NY
08.2008 - 12.2011
- Provided remote technical support to clients and employees, resolving a variety of technical issues.
- Utilized remote desktop tools such as TeamViewer and RemotePC to troubleshoot and resolve IT issues efficiently.
- Maintained up-to-date knowledge of company products and services to provide accurate support and solutions.
- Documented support activities, resolutions, and customer interactions in a help desk system (e.g., JIRA, Zendesk).
- Provided basic end-user troubleshooting and desktop support for operating systems, software applications, and hardware.
- Installed, modified, and repaired software and hardware to resolve technical issues, ensuring minimal downtime for users.
Education
Bachelor of Science in Information Technology -
Cornell University
Ithaca, NY06.2008
Associate Degree in Cyber Security -
Orange County Community College
Middletown, NY06.2004
Skills
- Technical Support
- Help Desk Operations
- Remote Support
- Technical Troubleshooting
- Network Troubleshooting
- Security: Firewalls, Antivirus software, Basic Penetration Testing
- Tools: Remote Desktop, Ticketing Systems (eg, JIRA, Zendesk)
- Operating Systems: Windows, macOS, Linux
- Networking: TCP/IP, DNS, DHCP, VPN
- Customer Service
- Problem-Solving Abilities
- Excellent Communication Skills
- Time Management
- Remote IT Implementation
Certification
- CompTIA A+ Certification
- CompTIA Network+ Certification
- CompTIA Security+ Certification
- ITIL Foundation Certification
- Google IT Support Professional Certificate
- ISC2 Cyber Security Certificate
Affiliations
- Member, Information Systems Security Association (ISSA)
- Member, Help Desk Institute (HDI)
Additional Information
- Availability for remote work and flexible hours
- Strong interest in ongoing professional development and certification
Timeline
Technical Support Specialist
Westchester Medical Center
03.2018 - Current
Customer Service Representative
Regeneron Pharmaceuticals Inc
06.2015 - 02.2018
Data Entry Specialist
Orange Bank & Trust Company
01.2012 - 05.2015
Help Desk Technician (WFH)
IBM
08.2008 - 12.2011
Bachelor of Science in Information Technology -
Cornell University
Associate Degree in Cyber Security -
Orange County Community College