Dustin Bailey
Summary
I have worked at Mountwest Community and Technical College in the IT HelpDesk for two years and one month now. The world of IT is one I truly love. I believe my customer service skills have improved drastically with my ability to be able to talk to lay audiences and skilled professionals. I will give my all to any task I am given. While I understand that my job at Chick-fil-A is not in the world of IT. I still look proudly upon the fact that I worked my way up in a matter of a few months to become a manager. I will give my all to better the abilities of the IT department.
Overview
2
2
years of professional experience
Work History
Shift Lead Manager
Chick-fil-A
04.2023 - Current
- Cooperated with coworkers to improve customer experience and manage storefront.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Exercised composure under pressure and in escalated customer service scenarios.
- Set overall vision and provided team leadership.
- Evaluated employee performance and coached and trained to improve weak areas.
- Delegated high volumes of work to empower team, build trust, and assist with professional development.
- Trained and mentored new employees to maximize team performance.
- Tracked receipts, employee hours, and inventory movements.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Level 1 HelpDesk Analyst
Mountwest Community And Technical College
09.2021 - Current
- Logged support tickets and closed when issues were resolved.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Provided Tier 1 IT support to non-technical internal users through desk-side support services.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Provided on-call support for critical issues related to Account Issues.
- Resolved technical issues by troubleshooting.
- Identified and solved technical issues using a variety of diagnostic tools and tactics.
Education
Associate of Science - Cyber-Security
Mountwest Community And Technical College
Huntington, WV12.2024
Skills
- Verbal and Written Communication
- Loss Prevention Strategies
- Constructive Feedback
- Payment Processing
- Customer Inquiries
- Active Listening
- Report Creation
- Microsoft Word
- Help Desk Support
- Logging Support Tickets
- Closing Tickets
- Customer Support
- Data Connectivity
- Hardware Upgrades
- First Level Support
- User Experience
- Technical Support
- Knowledge Base
Timeline
Shift Lead Manager
Chick-fil-A
04.2023 - Current
Level 1 HelpDesk Analyst
Mountwest Community And Technical College
09.2021 - Current
Associate of Science - Cyber-Security
Mountwest Community And Technical College