Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Volunteer Experience
Timeline
Cashier
Dustin Forehand

Dustin Forehand

Summary

Astute IT Professional with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.

Overview

10
10
years of professional experience
1
1
Certification

Work History

IT Field Service Technician

Cox Automotive
03.2016 - 11.2021
  • Setting project goals and coming up with plans to meet those goals
  • Maintaining project time-frames, budgeting estimates and status reports
  • Managing resources for projects, such as computer equipment and employees
  • Coordinating project team members and developing schedules and individual responsibilities
  • Implementing IT strategies that deliver projects on schedule and within budget
  • Using project management tools to track project performance and schedule adherence
  • Conducting risk assessments for projects
  • Organizing meetings to discuss project goals and progress
  • Maintaining working components through repair or replacement
  • Assisting call-ins or live chat with technical difficulties
  • Preparing website with proper coding and content pertinent to company business needs
  • Monitoring clicks, links, usability and overall status of the company web-page, landing pages and supporting pages
  • Assisting customers and staff with hardware and software challenges
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Configured and tested new software and hardware.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Offered assistance in implementing and developing training programs.
  • Generated reports to track performance and analyze trends.
  • Monitored system performance to identify potential issues.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Installed, configured and maintained computer systems and network connections.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Researched and identified solutions to technical problems.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Created user accounts and assigned permissions.

Procurement and Asset Management Analyst

Cox Automotive
03.2015 - 03.2016
  • Expense Tracking and Data Manipulation in Oracle
  • Involved with Employee On-boarding setting up system access
  • Maintained Asset Inventory for company of 20,000+ employees
  • Inventory and Asset Management for multiple locations across company
  • Procured and Received Assets through multiple third party vendors
  • Handled all Logistics in delivering company assets to In-Field users
  • Managed and Deployed diagnostics and repair on equipment to re-purpose
  • Managed all equipment that was outdated in order to bring money back in to the company
  • Created reports and analysis of the Procurement department in order to maintain and create budgets per quarter
  • Experienced and Proficient in Oracle ERP System – Service Now
  • Experienced and Proficient in Project & Time Tracking System – Traxx & KRONOS
  • Experienced in Crystal Reports
  • Accomplished and advanced with Microsoft Excel, Access, & Visio – Reporting & Workflow
  • Maintained all company assets where it relates to computers and office equipment
  • Close relationship with Accounting department for requisitions, receiving, and billing to third party vendors
  • Created and maintained precise and accurate models, charts and reports.
  • Sourced vendors, built relationships, and negotiated prices.
  • Purchased new products and oversaw inventory stocking and availability.
  • Implemented systems for tracking and managing stock levels with accuracy and precision.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Developed inventory reports to provide management with comprehensive data on inventory levels.
  • Completed physical inventory counts each month.
  • Recorded information, shortages, and discrepancies to keep records current and accurate.

IT Consultant

Hunter Technologies
05.2014 - 03.2015
  • Planned and developed interfaces that simplified overall management and offered ease of use.
  • Developed and implemented policies, procedures, training and development for network resource administration, appropriate use and disaster recovery.
  • Coordinated efficient large-scale software deployments.
  • Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
  • Implemented and managed operating systems and software, security systems and intrusion detection systems.
  • Made recommendations and performed upgrades, assisting businesses in technology planning aligned with growth projections.
  • Logged support tickets and closed when issues were resolved.
  • Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Assisted with updating technical support best practices for use by team.
  • Provided basic end-user troubleshooting and desktop support.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented support interactions for future reference.
  • Configured hardware and granted system permissions to new employees.
  • Activated accounts for clients interested in new services.
  • Performed tests of functionality, security, and performance of different workstations and devices.
  • Resolved technical issues by troubleshooting.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Trained and supported end-users with software, hardware, and network standards and use processes.
  • Prepared references for users by writing clear operating instructions.
  • Installed and updated hardware, software and applications on Mac and PC devices.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.

System Administrator

Ofori Reo LLC
07.2011 - 05.2014
  • As part of the Administration team
  • I also worked closed with HR, with employee on-boarding, setting up benefits, and payroll
  • Diagnosed hardware and software failures and resolved technical issues with a 90% success rate
  • Saved company over $10,000 by refurbishing used computers and technological equipment
  • Maintained 85% up-time on all company networks
  • Designed database back-end systems for departments to streamline day to day processes
  • Network maintenance; workstations, servers, and corporate infrastructure
  • Setup new hires for system access, email, telecom, and web-access
  • Created and maintained a corporate intranet to server end users
  • Email maintenance; work with a team to keep server maintained and help with end user support
  • Help Desk; work one on one with end users to resolve any IT related issues
  • Maintain all company assets where it relates to computers, network and office equipment
  • Work with Yardi Systems that is part of HUD's asset management system
  • Level II – Management System Access with Yardi
  • Oversaw the daily performance of computer systems, including all company equipment
  • Setup and maintain company firewall, proxy, and VPN Servers
  • Set up, tested and configured networks, desktops, laptops and printers
  • Designed, implemented and maintained 10+ company databases
  • Coordinated hardware and software repair processes with outside vendors
  • Resolved technical issues for clients in person, on the phone and through e-mail
  • Installed motherboards, processors, RAM and graphics cards
  • Created employee training materials and procedures to teach in-house workers proper software and hardware protocols
  • Performed desktop and laptop repairs for HP Probooks , Dell Desktops and HP Server systems
  • Trained 100+ new employees in effective diagnostic and repair procedures
  • Repaired and reinstalled software such as Windows7, MacOS, Microsoft Office, Adobe, hardware drivers, and Quick Books
  • Performed diagnostic tests and repaired malfunctioning hardware and software
  • Diagnosed, installed, configured and repaired computer systems and software

Education

Bachelor of Science - Information Technology

University of Georgia
Athens, GA
05.2025

Associate of Science - Information Technology

Georgia Perimeter College
Decatur, GA
04.2013

Skills

  • Technical Help Desk
  • Programming and Design
  • Local & Remote systems support
  • Information Security
  • Network asset management
  • Project management
  • Research & Analytical
  • Document management
  • Quality Control
  • Accomplished with mobile devices
  • Microsoft Office – Advanced Level
  • Computer diagnostics and repair
  • Server management
  • Sales Force
  • Oracle ERP
  • IBM iSeries
  • Data Connectivity
  • Defect Analysis and Resolution
  • User Experience
  • Issue and Resolution Tracking
  • Service Schedule Coordination
  • Analytical and Methodical
  • Tracking and Documentation
  • Knowledge Base
  • Resolving Problems and Incidents
  • Organizational Skills
  • Closing Tickets
  • System Performance Assessment
  • Remote Instruction
  • Troubleshooting Network Issues
  • Responding to Technical Questions
  • Technical Diagnostics
  • Network Infrastructure Installation
  • Field Support
  • Customer Satisfaction
  • Team Support
  • Office Support
  • Technical Support and Assistance
  • Quality Assurance
  • Workflow Processes
  • Configuring Devices
  • Special Projects
  • BMC Remedy
  • Software Evaluation
  • Service Desk Team Management
  • Support End-Users
  • Emergency Service Coordination
  • Hardware and Software Configuration
  • Billing Systems
  • Regulatory Guidelines
  • Component Replacements
  • Software Release and Rollout
  • Data Integrity
  • Friendly and Patient
  • Hardware Repair
  • Read Technical Manuals
  • Accounts Payable and Accounts Receivable
  • Office Operations
  • System Performance Assessments
  • Network Technology
  • Efficient Service
  • Resolve Technical Problems
  • Collaborative Team Player

Affiliations

  • Association of Information Technology Professionals
  • Future Business Leaders
  • Project Management Professional (PMP) Certification in Progress
  • Association for Computing Machinery (ACM)
  • Institute of Electrical and Electronics Engineers (IEEE)
  • International Association of Computer Science and Information Technology (IACSIT)

Certification

CompTIA A+

CompTIA Network+

Cisco Certified Network Associate (CCNA)

Microsoft Certified Systems Administrator (MCSA) Professional Development ITIL Foundation V3 Certification Project Management Professional (PMP) Certification in Progress

Volunteer Experience

Computer Technician Volunteer

St. Mary's Homeless Shelter – Daytona Beach, FL

Helped set up and maintain computer equipment for the shelter's residents, providing them with access to the internet and basic computer skills.


Technical Support Volunteer

Red Cross – Atlanta, GA

Provided technical support to staff and volunteers during emergency relief operations, troubleshooting issues with equipment and software.

Timeline

IT Field Service Technician

Cox Automotive
03.2016 - 11.2021

Procurement and Asset Management Analyst

Cox Automotive
03.2015 - 03.2016

IT Consultant

Hunter Technologies
05.2014 - 03.2015

System Administrator

Ofori Reo LLC
07.2011 - 05.2014

Bachelor of Science - Information Technology

University of Georgia

Associate of Science - Information Technology

Georgia Perimeter College

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Dustin Forehand