Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Dustin Newlon

Dustin Newlon

Systems Administrator
Colorado Springs,CO

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Number one ticket closer on my team month after month.

Overview

6
6
years of professional experience
1
1
year of post-secondary education

Work History

System Administrator

BANKERS TRUST
02.2021 - Current


  • Delivered Tier 2 support for problem identification, diagnosis and issue resolution.
  • Interact with the help desk and other teams to assist in troubleshooting, identify root cause and provide technical support when needed
  • Develop and maintain documentation for installation, configuration, and maintenance procedures
  • Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
  • Managed onboarding and offboarding of employees.
  • Migrated data from legacy servers to new servers while upgrading the outdated software
  • Server management and patching on servers 2012, 2016 and 2019
  • Served as subject matter expert on all Finastra products (DecisionPro, LaserPro and CreditQuest)
  • Served as subject matter expert on imaging and updating computers
  • Attended meetings to deliver status reports to key stakeholders.
  • Mentored employees and offered constructive feedback for performance improvement.
  • Create new software packages in MECM and deploy to test users and eventually company wide
  • Create new AD or group email accounts via Exchange and / or Exchange Hybrid
  • Image and deploy new laptops and install any additional software as needed by the user
  • Handle all warranty repairs by coordinating with Dell and HP to get the computer repaired or replaced

Help Desk Specialist

BANKERS TRUST
05.2019 - 02.2021
  • DUO Administrator
  • LastPass Administrator
  • WebEx Meetings Administrator
  • Receive support requests that are submitted via phone, e-mail or in person
  • Accurately input, manage, and process support requests in the Cherwell ticketing system
  • Troubleshoot computer hardware, software, and network issues, and resolve them in a timely manner
  • Install, configure, test, and maintain hardware and software
  • Escalate unresolved issues, including all relevant details to appropriate individuals
  • Maintain a positive, helpful attitude with end users
  • Reset and unlock voice mail passwords
  • Document system configurations, create user guides, and provide just-in-time training to users
  • Promoted to Systems Administrator
  • Manage Active Directory such as adding new machines to the correct AD group, unlocking, and resetting passwords, updating employee info, and uploading their picture to AD.

Help Desk / Customer Service Support

PIONEER HI
BRED
10.2016 - 06.2017
  • Provide information and solutions as frontline support for Pioneer employees via telephone and email
  • Create, complete, and close a “Salesforce” ticket for each interaction
  • Follow-up on unresolved tickets then escalate to appropriate department if needed
  • Subject Matter Expert (SME) for all makes and models of displays / monitors
  • SME duties include creating documents that provide a step-by-step process on how to import / export data from each monitor
  • Provide additional monitor / display info including the pros & cons of each as well as a FAQ document for quick reference
  • Conduct training sessions to educate fellow employees on monitors / displays
  • Create and updated a shared network folder where all monitor documents could be found.

Education

Technical degree - Computer Technology

Vatterott College
01.2005 - 01.2006

Skills

Planning and Coordination

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Accomplishments

Received Employee of the month for maintaining the highest ticket closure rate at Bankers Trust


Received ‘Superior Accomplishment’ award for graduating top in class at Logistics Operation School for the Marine Corps

Received Meritorious Mast award while in Afghanistan for superior work skills, ethics and achievement while managing over $1.5 million worth of inventoried parts


Received the ‘Student of the Phase’ award for maintaining perfect attendance and a 95% GPA while attending Vatterott College

Timeline

System Administrator

BANKERS TRUST
02.2021 - Current

Help Desk Specialist

BANKERS TRUST
05.2019 - 02.2021

Help Desk / Customer Service Support

PIONEER HI
10.2016 - 06.2017

Technical degree - Computer Technology

Vatterott College
01.2005 - 01.2006

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Dustin NewlonSystems Administrator