Dulcinea Wheeler
Leander
Summary
Dependable Helpdesk/IT Technician who is competent in supporting customers at sites across the US to identify and correct root cause issues affecting system and equipment performance. Manages continuous load of tickets with organized and analytical approach. Maintains impeccable documentation and helps update team knowledge base with new solutions and strategies.
Overview
8
8
years of professional experience
Work History
Level 2 IT Support Engineer
Lerner Solutions
02.2021 - 04.2023
- Identified and implemented optimal technical solutions within network environment
- Influenced process and product improvements by offering customer-driven feedback
- Detected and prevented outages with proactive identification, troubleshooting and resolution of incidents
- Investigated system-wide issues, located root causes and initiated deep corrective actions to prevent recurrence
- Led successful implementation of device management solutions via Intune and SCCM.
Prosupport Senior Technician
Dell Inc.
01.2017 - 01.2021
- Calibrated, maintained and repaired equipment for reliable performance
- Planned installations by evaluating locations and laying out equipment and wiring plans
- Educated customers regarding system usage and additional products and services
- Directed Microsoft Azure deployment.
- Achieved exceptional levels of customer satisfaction through timely completion of projects
Tier 2 Support Technician
TruSourceLabs
08.2015 - 01.2017
- Implemented remote troubleshooting techniques to solve common software and hardware issues
- Drafted SOPs for IT department procedures and distributed to appropriate personnel
- Educated customers on simple methods to solve common networking and hardware issues
- Performed troubleshooting and diagnosis for issues related to software and peripheral equipment
Education
University of North Texas
Denton, TXSalesforce Administrator -
University of North Texas
Denton, Texas11.2023
Skills
- System Configuration
- Changing
- Problem-Solving
- Debugging
- Network Operational Enhancements
- Performance Optimization
- Microsoft Services, Azure, Intune, SCCM
Timeline
Level 2 IT Support Engineer
Lerner Solutions
02.2021 - 04.2023
Prosupport Senior Technician
Dell Inc.
01.2017 - 01.2021
Tier 2 Support Technician
TruSourceLabs
08.2015 - 01.2017
Salesforce Administrator -
University of North Texas
University of North Texas
Similar Profiles
Yung KimYung Kim
Accounts Receivable Specialist at Lerner SolutionsAccounts Receivable Specialist at Lerner Solutions
Zachary I. BaburyZachary I. Babury
Logistics Agent at Lerner SolutionsLogistics Agent at Lerner Solutions
Juan E. NealJuan E. Neal
Senior Chief Engineer at Lerner ManagementSenior Chief Engineer at Lerner Management