Dwayne Sybliss
Tamarac,Fl
Summary
Dedicated Desktop Specialist with 10 years of experience providing exceptional technical support and customer service. Proficient in troubleshooting hardware,software and network issues, as well as managing and maintain IT equipment. Adept at working in fast-paced environments and providing timely resolutions to end-user issues.
Committed to continuous professional development and staying up-to-date with industry trends.
Overview
10
10
years of professional experience
Work History
Desktop Support Specialist
Southwest Airlines
12.2023 - Current
- Responsible for implementation and support of desktop and mobile devices, applications, peripherals, network devices, airline specific equipment (Kiosk, Flight Information Display Systems).
- Communicates with departments leaders about any system updates or changes that will be done around the airport station.
- Assists in the migration of 100+ employee workstations from windows 7 to windows 10, completing the project ahead of schedule and with minimal disruption to daily operations.
- Provides advanced bench repair, maintenance, troubleshooting, and configuration of IT equipment.
- Complete a day to day walk through looking for any issue that may cause any flight delays on the FIDS and GIDS screens.
Customer Service
Avis and Budget Renter Car Group
09.2019 - Current
- Handles customer inquiries and complaints.
- Troubleshoot and resolve product issues and concerns.
- Meets Customer Service expectations through problem resolution, daily communication and follow-up, boosting Customer Service scores 89%
- Displays positive attitude while assisting multiple guests to provide excellent Customer Service, boosting customer service ratings 91%
Ramp Agent
Southwest Airlines
06.2022 - 12.2023
- Successfully completed the Ramp Agent Trainee program in a timely manner, achieving 93% score on the final assessment and demonstrating proficiency in all essential ramp operations.
- Efficiently processed over 150 flights per month, maintaining a 98% on-time departure rate and contributing to the airport overall operation efficiency.
- Streamlined the baggage handling process by implementing an efficient sorting system, reducing misplaced luggage incidents by 30% and significantly improving customer satisfaction.
- Implemented new safety procedures that reduced ramp-related incidents by 30%, leading to a safer work environment for colleagues and improved overall performance at Fort Lauderdale International Airport.
IT Systems Administrator
Rick Case Automotive Group
10.2013 - 12.2023
- Successfully resolved over 1000 technical supports tickets within a year, maintain a 95%customer satisfaction rate and contributing to increased overall productivity at Rick Case Automotive Group.
- Implemented a new remote desktop support system, reducing on-site visit by 30% and increasing the efficiency of the support team by 20%.
- Developed and conducted comprehensive training session for over 50 employees on essential software and hardware usage, leading to a 25% reduction in support requests related to user errors.
- Spearheaded a project to upgrade and replace outdated hardware for 100+ workstations, resulting in a 40% decrease in system downtime and a 15% improvement in overall employee productivity.
- Received recognition for providing outstanding Customer Service, productivity, and Help Desk Support.
Education
Bachelor of Computer Science in Information Technology -
Strayer University
Skills
Troubleshooting
Timeline
Desktop Support Specialist
Southwest Airlines
12.2023 - Current
Ramp Agent
Southwest Airlines
06.2022 - 12.2023
Customer Service
Avis and Budget Renter Car Group
09.2019 - Current
IT Systems Administrator
Rick Case Automotive Group
10.2013 - 12.2023
Bachelor of Computer Science in Information Technology -
Strayer University