Dwaine Byrd
Davenport
Summary
IT professional with 15+ years of experience in troubleshooting, system deployment, technical support, and back-end management. Transformative leader in implementing innovative IT solutions, reducing unauthorized access incidents, and enhancing user satisfaction. Adept at coordinating with teams locally and globally to streamline processes and ensure timely, budget-compliant project delivery.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Computershare
Florida
03.2025 - 05.2025
- Maximize customer interactions to deliver legendary customer experiences and satisfaction
- Build customer relationships via outbound phone calls.
- Proactively reach out to customers for follow-up.
- Address customer concerns promptly and professionally.
- Update customer accounts and ensure accurate data entry.
- Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions.
Global Security IT Project Coordinator
Johnson & Johnson - Atlas
11.2021 - 12.2021
- Assisted Global Security Technology Product Owner (TPO) Manager in defining user-centric product visions, technology roadmaps, as well as produce and outline the assessment and prioritization of partner needs.
- Collaborated with product owners and sponsors to seek opportunities where innovative solutions can be maximized to improve, automate, simplify business processes, and optimize total cost of ownership for the Access Request Portal and Global Security Dashboard design.
- Organized meetings with business partners and other internal and external partners to establish, align and confirm data management expectations.
- Identified and communicate ways to improve results with the Global Security TPO Manager.
Helpdesk/System Engineer
Rogers Towers, P.A.
Jacksonville
08.2017 - 07.2021
- Managed and maintained hardware and software updates via KACE System Deployments
- Assisted in the care of new recruit requests and the configuration of 500+ laptops
- Managed a project of a small team with migrating from Win7 to Win10 as well Exchange to O365
- Managed Executive and Shareholders devices which include mobile phones
- Managed software projects
Technical Support Analyst
NetTech Consultants, Inc.
11.2015 - 05.2017
- Provided support for multiple clients through different channels. (i.e. Phone, Remote connection & On-Site).
- Assisted with the Deployment of PC's and new equipment for a new major medical client.
- Provided support of Active Directory by maintaining user privileges through CiTrix remote Domain Controller.
- Assisted with the care of new hire requests and setup of laptops as requested
- Configured emails on corporate iPhones.
- Consulted with clients and offered guidance on technology use and best practices
- Configured and managed AP's for multiple sites/clients
Support Specialist/IS
Flagler Hospital
12.2011 - 04.2014
- Help support offsite locations
- Configured/Imaged PC's, laptops and tablets
- EMR Roolout and steup with AllScripts
- Lead projects with teams of 6-12 people
IMAC Support Team
Baptist Medical Center
02.2011 - 10.2011
- Video Conference setup
- Configured/Imaged PC's and laptops
- Electronic Medical Record (EMR) rollout and setup
- Distributed equipment to all Baptist locations as well as Primary Care
Skills
- IManage
- Office 365
- Firewalls
- Office 365 administration
- Active Directory management
- System deployment
- Technical support
- Problem solving
- Email migration expertise
- Azure active directory
- Mobile device management
- Data migration
References
References available upon request.
Timeline
Customer Service Representative
Computershare
03.2025 - 05.2025
Global Security IT Project Coordinator
Johnson & Johnson - Atlas
11.2021 - 12.2021
Helpdesk/System Engineer
Rogers Towers, P.A.
08.2017 - 07.2021
Technical Support Analyst
NetTech Consultants, Inc.
11.2015 - 05.2017
Support Specialist/IS
Flagler Hospital
12.2011 - 04.2014
IMAC Support Team
Baptist Medical Center
02.2011 - 10.2011
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