Dustin Rogers
IT Support Analyst
Durham,NC
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
Work History
Service Desk Analyst
DHTS
Durham, NC
09.2021 - Current
- Provide over-the-phone support to Duke Health users to fulfill service requests as well as report and troubleshoot incidents with hardware and software systems
- Diagnose and troubleshoot connection errors to Citrix applications, virtual desktops and the Duke Health VPN
- Accurately document service requests and interruptions in ServiceNow to ensure visibility across DHTS teams
- Consistently exceeds expectations on monthly performance scorecard in measured areas such as: Ticket and Phone Quality, Customer Satisfaction, and Ticket Resolution
- Collaborated with internal partners to effectively resolve user issues.
Contractor
DHTS Temporary Services
Durham, NC
05.2021 - 09.2021
- Deployed and troubleshooted desktop and mobile workstations in the Duke Raleigh Hospital- South Pavilion Bedspaces, ICU, PACU, OR and Sterile Processing, as well as at the Duke Health Center- Arringdon
- Configured devices on the Due Health domain such as printers, mobile phones and other peripherals using tools such as PuTTY, BlueCat, VPSX and ISO files
- Installed support hardware and cable managed all the workstations in the in DRaH- South pavilion
- Patched network cables in various communication closets around the South Pavilion to ensure ports were available and active in locations needed
- Assisted with installation and troubleshooting of fiber optic systems for the Da Vinci surgical system.
Operations Associate
CONVOY
Atlanta, GA
07.2019 - 03.2021
- Work with a dedicated, proprietary software to monitor, manage, and troubleshoot thousands of freight shipments with minimal waste and impact to the environment
- Provide excellent client experience to a vast network of freight carriers
- Partner with site managers and team leads to actively and efficiently improve systems and processes both internally and externally
- Frequently lead team members in troubleshooting issues with their company-provided Mac devices as well as lead trainings for new hires on workflow and productivity.
Boutique Operations Manager
Christian Louboutin
Atlanta, GA
11.2014 - 05.2019
- Inventoried warehouse stock on monthly, quarterly and annual basis, and drove 100% accuracy during inventory counts
- Analyzed inventory to identify excess, slow-moving and obsolete inventory and oversaw disposition.
- In-house systems support for all workstations, printers and POS. This included troubleshooting network connectivity issues, maintaining data cabinet and security monitoring equipment, ordering parts/supplies and repairing and replacing technical components in partnership with the corporate IT department
- Visual merchandiser for the boutique; effectively set and maintain proper standards and displays to increase sales
- Provide excellent client interaction and sales generation
- Complied with all corporate policies for file management/security and client privacy
Operations Manager
Brooks Brothers
Atlanta, GA
09.2012 - 11.2014
- Managed all shipping and receiving, supply ordering, and other back of house functions
- Created, set and maintained merchandising standards within the store using company directives
- Lead staff in sales productivity, positive customer experience, and operational excellence
- Opened 3 store locations in the southeastern region
- Achieved SKU variance plan by less than 3% during inventory count
Merchandise Presentation Lead
Banana Republic
Durham, NC
06.2009 - 09.2012
- Lead teams for shipment receipt processing, replenishment of merchandise on sales floor, and maintenance of stock room organization
- Effectively planned and executed visual displays within wide range of categories from window to floor sets.
- Performed quarterly compliance audits to ensure store operated within company guidelines as well as maintained ADA and OSHA compliance.
- Educated staff about coordinating clothing racks and related displays to boost effectiveness of promotions.
- Functioned as a store leader during scheduled times, responsible for all front-of-house and back-of house operations, including merchandising, sales, replenishment and staff scheduling.
Education
Computer Science
Morehouse College
Atlanta, GA 08.2007 - 02.2009
Skills
Help Deskundefined
Certification
Apple Certified Support Professional (ACSP)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Apple Certified Support Professional (ACSP)
12-2022
ITIL v4- Foundations
01-2022
Service Desk Analyst
DHTS
09.2021 - Current
Contractor
DHTS Temporary Services
05.2021 - 09.2021
Operations Associate
CONVOY
07.2019 - 03.2021
Boutique Operations Manager
Christian Louboutin
11.2014 - 05.2019
Operations Manager
Brooks Brothers
09.2012 - 11.2014
Merchandise Presentation Lead
Banana Republic
06.2009 - 09.2012
Computer Science
Morehouse College
08.2007 - 02.2009
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