Duke W. Dodson II
Brooklyn
Summary
Detail-oriented, organized, and self-motivated IT Support Analyst. Experienced in installing, troubleshooting and supporting network connections, wireless networks, and operating systems/applications. Well-rounded IT professional with strong customer service, listening and communications skills. Skilled certified IT technician capable of communicating complex technical information in a user-friendly way. Strong problem solver and quick learner capable of managing multiple projects, deadlines and organizational/client goals.
Overview
11
11
years of professional experience
Work History
Technical Support – Level1
Vibrant Emotional Health
10.2024 - Current
- Troubleshoots client-based hardware and software issues
- Provides one on one end-user problem resolution over phone/Zoom
- Troubleshoots communication issues in Genesys Cloud and Salesforce environments
- Documents operational procedures and standards for client support
Lab/Sales Technician
4THBIN
11.2020 - 12.2023
- Employed Active@ Killdisk software to securely erase data, ensuring compliance with data protection regulations
- Executed physical destruction and recycling of data-bearing devices according to e-Stewards and R2 Certification standards, safeguarding client data and promoting sustainability
- Generated detailed Certificates of Destruction and Recycling, providing clients with documented proof of secure data disposal
- Managed comprehensive inventory records for recycled and resale items, ensuring accurate tracking and reporting
- Led on-site sales negotiations, achieving successful outcomes and fostering client relationships
Desktop Technician - Level II
Dumas Consulting
02.2016 - 04.2018
- Installed, diagnosed, and maintained PC hardware, optimizing user performance and system reliability
- Resolved technical issues promptly, maintaining clear and timely communication via in-person, telephone, and email channels
- Delivered initial end-user assistance, resolving issues swiftly and efficiently to minimize downtime
Desktop Support Coordinator - Level1
Multilink Therapy Group
08.2013 - 07.2015
- Addressed and resolved end-user issues, including password resets, bluescreen errors, and mobile email access, ensuring seamless user experiences
- Acted as the first point of contact for technical support, efficiently resolving tickets or escalating complex issues to the appropriate teams
Education
CompTIA A+801/802, Network+ Certified
Per Scholas
Bronx, NY03.2015
Associate of Science - Computer Science
Kingsborough Community College
Brooklyn, NY06.2013
Skills
- Networking: Configure LAN/WLAN/WAN/PAN network routers and printers through secure WEPx, WPAx, and SSID Install workgroups and provide remote desktop assistance Network printer mapping and maintenance, and subnetting
- Software: Windows OS, Microsoft365, Microsoft Entra ID, remote desktop and helpdesk management software; Google apps; VMware; Android OS; macOS
- Programming Language: Assembly, C, Java, HTML
- Hardware: Desktops, laptops, printers, scanners and smartphones Format and partition hard drives Data recovery and imaging
Timeline
Technical Support – Level1
Vibrant Emotional Health
10.2024 - Current
Lab/Sales Technician
4THBIN
11.2020 - 12.2023
Desktop Technician - Level II
Dumas Consulting
02.2016 - 04.2018
Desktop Support Coordinator - Level1
Multilink Therapy Group
08.2013 - 07.2015
Associate of Science - Computer Science
Kingsborough Community College
CompTIA A+801/802, Network+ Certified
Per Scholas
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