DWAN EDWARDS
Alexandria,VA
Summary
Solutions-focused and resourceful IT professional with over 5 years of technology industry experience. Adept in fulfilling technical requests and delivering high-impact results through effective system installation and troubleshooting in production environments. Highly familiar with a wide variety of operating system software and technologies. Acute attention to detail with exceptional written and verbal skills meticulously displaying my communication with various levels of management and teams.
Overview
12
12
years of professional experience
Work History
Helpdesk Deskside IT Specialist
Ball Aerospace & Technologies
Arlington, VA
01.2020 - 09.2021
- Remote/On-site support troubleshooting issues and escalating to next level if unable to resolve
- Responsible for executing on pre-determined requests from end-user
- Deskside Support performs a variety of computer systems administration and support tasks Examples for both may include: analyzing, constructing, documenting, testing, maintaining, troubleshooting, and supporting of PC hardware, operating systems, software applications, peripherals, and communication devices for entire organization
- Best judgment and decision making in diagnosis and resolution of computer hardware and software problems
- Solve computer workstation problems following established policies and procedures
- Maintain documentation records to log and track problems and resolutions, if necessary
- Consistently provide basic IT-related troubleshooting peripheral equipment issue and end-user support
- Solve IT-related issues and execute predefined requests per established policies and procedures
- Leverage tools and processes in place to quickly and effectively resolve end-user questions or issues
- Participate actively in the Help Desk call center queue and consistently meet call center metrics
- Establish and maintain effective professional working relationship with organization assigned to support.
Substitute K, C.P.S
Fayette
01.2018 - 01.2020
- Provides educational remedial services to at-risk students in school district, fostering a passion for a high level of patience working with children of all backgrounds, origins, cultures, and abilities
- Touching impact across district of over 30,000 student population, impacting various levels of children's behaviors, cognitive, nurture, and circumstances
- Identify student performance levels, reporting to proper authorities, ultimately protecting over 12% children and promoting crisis prevention.
Information Instructional Tech Specialist
Arlington Public Schools
Arlington, VA
01.2006 - 01.2017
- Participates in special initiative, meeting, and planning; develops and monitors contract activities
- Provide technical assistance in the administration and management of funded projects
- Responded promptly to email, voicemail, and telephone requests
- Troubleshot and provided technical support for a department of 8 staff (Email upgrade, MS Outlook web access, searches, access online, MS Word, and Excel features)
- Developed MS Exchange and Outlook 2010 step-by-step guide to illustrate process of performing technological operations
- Supported Blackboard Management and Schooltalk, communicating important school-wide messages with 45% utilization rate
- Managed point tabulation inquiries resulting in a 50% student and parent involvement; utilized Excel and Access to manage 900 records.
Computer System Analyst Lab Assistant
University of Kentucky, College of Medicine Academic Affairs
Lexington, KY
Education
Bachelor of Arts -
University of Kentucky
Skills
- Critical Thinking
- Technical Analysis
- Effective communication
- System installation and configuration
- Data Modeling
- Computer systems efficiency
- Computer system design
- Data Profiling
- SQL
- BM Web Sphere
Timeline
Helpdesk Deskside IT Specialist
Ball Aerospace & Technologies
01.2020 - 09.2021
Substitute K, C.P.S
01.2018 - 01.2020
Information Instructional Tech Specialist
Arlington Public Schools
01.2006 - 01.2017
Computer System Analyst Lab Assistant
University of Kentucky, College of Medicine Academic Affairs
Bachelor of Arts -
University of Kentucky
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