Dustin Poppens
El Mirage,AZ
Summary
Results-oriented Electronic Technician specializing in high-level problem solving, process efficiency and day-to-day maintenance in a fast and growing environment. With 15 plus years of experience, 6 years help desk, in this rapid, always changing field. Ready to bring experience with leading by example, teaching and training, continual learning, and drive home company values. Finally using past experience as a supervisor and lead in multiple areas to develop teams but individuals a like. In progress of becoming ITIL v4 certified.
Overview
12
12
years of professional experience
Work History
Knowledge Management Specialist
Inserso Corporation
Chandler, AZ
02.2020 - Current
- Reviewed operational plans from other locations to identify options for local systems.
- Point of Contact for transitioning COOP Red book.
- Developing overall scope for updates ranging from monthly, quarterly, and annually to make sure information for COOP Red book is up-to-date.
- Mobility article owner and lead for documentation and implementation.
- Point of Contact for iPhone and Android/Sonim devices including but not limited to creating, updating, revising, and publishing articles for both technical and non-technical audiences.
- Using technical background to assist in troubleshooting and assisting in getting devices up and running from initial activation to configuring applications.
- Working to assist further in Wave, ATAK, Access, Work, and additional application needed on mobility devices.
- On request and personal review; combining my technical background and writing to verify steps, identify issues, and provide clarity in articles released or in process to be released.
- Transmitted documents, organized revisions and tracked changes.
- Converted documents from one application to another.
- Prepared documents for projects in accordance with project manager, team or client specifications.
- Analyzed contract documents to identify ambiguity and conflicts between documents and specifications.
- Worked with Change Management Team on building Power Point for training for PALMS that users need to complete to be certified.
- Assisted in new hire training and orientation.
- Taken ownership to see through many high level/urgent of new roll out projects.
Information Technology Specialist
Cognizant Technology Solutions Corp
Phoenix, AZ
11.2018 - 01.2020
- L1.5 Floor Lead responsible for tickets, SLA, tasks, break coordination, call volumes and triage
- Analyst for project team
- Knowledge Base Manager and Development Trainer for project team
- Utilizing Service Now, run reports on most viewed and linked Knowledge Articles to help pin point and confirm most up to date information available for technicians
- Escalation contact for printers and warranties
- Train and support end-users with software, hardware and network standards and use processes
- Assist with removal of user accounts and access
- Support password resets and locked accounts
- Provided mobile device support
- Remapped printers
- Troubleshot VPN users with not only remote access but with VDI, VIP Manager, and Oracle RMS/SIM applications on laptops, thin, and zero clients
- Manage tickets in Service Now with self-service, awaiting, active, and escalated issues
- Troubleshot POS systems and placed equipment replacement orders as needed
- Troubleshot through remote access for both onsite and remote user's issues
Help Desk, Site-Tech
Daktronics Inc
Sioux Falls, SD
12.2008 - 08.2017
- Technical point of contact for both customer and/or technician out on-site for all Pro, College, Malls and Spectaculars, Mobile Timing, Mobile Video, and International Sites
- Handled both hardware and software calls, troubleshooting remotely, and assisting with commissioning installations
- Covered calls ranging from computer hardware and software, networks, operating systems, and more but not limited to remotely connecting to customer's machine to help identify and resolve
- Knowledge Base Coach in charge of reviewing, modifying, and attending meetings on process improvement on articles. Both for internal and external publication
- Developed training for Help Desk Technicians and for end users
- Stand by trainer for training group if were short staffed to provide walk through on set up and operation of newly purchased equipment or clients that requested additional users that would be taking over operations
- Remain in constant contact with engineering, project managers, account service managers, and team leads with site updates and known found issues
- Crew Leader in repair center overseeing repairs done for stock and customers. Developed training and standard operating procedures to meet and exceed turn around times. Trained full time and students on proper soldering and soldering of through hold and surface mount parts
- Supervisor on electronic assembly line overseeing flow of product completion. Along with handling engineering requests on calibration and product fall out for review
Education
Bachelor of Science - Business Analyst and Management
Bellevue University
Bellevue, NE2011
Associate of Applied Science - Bio-Medical Equipment Technology
Southeast Technical Institute
Sioux Falls, SD2008
Associate of Science - Electronic Technology
Southeast Technical Institute
Sioux Falls, SD2008
Skills
- Assignment Delegation
- Complex Problem-Solving
- Critical Thinking
- Compliance Requirements
- Professional Relationships
- Knowledge Management
- User Experience
- Active Listening
- Technical Training
- Problem Resolution
- Status Updates
- Analytics and Research
- Training Materials
- Technical Assistance
- Leadership
- Improvement Plans
- Technical Presentations
- Microsoft Office
- Learning Strategies
Timeline
Knowledge Management Specialist
Inserso Corporation
02.2020 - Current
Information Technology Specialist
Cognizant Technology Solutions Corp
11.2018 - 01.2020
Help Desk, Site-Tech
Daktronics Inc
12.2008 - 08.2017
Bachelor of Science - Business Analyst and Management
Bellevue University
Associate of Applied Science - Bio-Medical Equipment Technology
Southeast Technical Institute
Associate of Science - Electronic Technology
Southeast Technical Institute
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