Dylan Mahadeo
Miramar,FL
Summary
IT professional with comprehensive experience in managing IT infrastructures and implementing strategic initiatives. Proven ability to enhance operational efficiency through innovative solutions. Known for fostering collaborative team environments and consistently achieving project goals. Experienced with overseeing complex IT systems and ensuring seamless integration and functionality. Utilizes strategic planning to drive technological improvements and operational efficiency.
Overview
6
6
years of professional experience
Work History
Help Desk Manager
City Of Miramar
08.2022 - Current
- Installed, modified and repaired software and hardware to resolve technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Recruited, trained and supported help desk technicians and representatives.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Managed high levels of call flow and responded to end-user technical support needs.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Worked with software development on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
- Installed, configured, tested and maintained operating systems, application software and system management tools.
- Worked closely with customers, internal staff and other stakeholders to determine planning, implementation and integration of system-oriented projects.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Led Help Desk team in providing technical support across multiple platforms.
- Led IT strategy development, aligning technology initiatives with organizational goals.
- Managed budgeting and resource allocation for technology projects, ensuring optimal utilization.
- Mentored IT staff, fostering a culture of continuous improvement and professional development.
- Analyzed system performance metrics, identifying areas for enhancement and driving solutions.
- Developed disaster recovery plans, ensuring operational resilience and business continuity.
- Established IT policies and procedures, fostering a secure and efficient work environment for all employees.
- Managed the procurement process for IT hardware and software, ensuring timely delivery of necessary equipment to support ongoing projects.
- Collaborated with cross-functional teams to provide optimal technology support for various departments within the company.
- Facilitated seamless communication between IT personnel and other departments, promoting collaboration on key projects.
- Written and presented agenda and memo items for projects requiring Commission and City Management staff approval.
IT Systems Analyst II
City of Miramar
10.2021 - 08.2022
- Manage and inventory all workstations and peripherals in the City
- Install and troubleshoot computer hardware, software, peripherals, and copiers as needed
- Research and implement computer/software-based projects that can range from new hardware to performing upgrades
- Conduct end-user support and training
- Server maintenance and configurations for current applications in use and provision for future VDI implementation
- Review project requests and determine the usefulness and plan of implementation.
- Refine imaging and application deployment to become faster and more efficient.
- Work heavily with Command prompt scripting, Powershell scripting, Microsoft Office Suite, Adobe Suites, Active Directory, and related software or tools.
- Oversaw software programs and hardware systems installation to meet functional and technical requirements.
- Validated results and performed quality assurance to assess the accuracy of data.
- I performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Planned computer systems using information engineering and structured analysis.
- Conducted system analysis and implementation to maintain and improve computer systems.
- Monitored employee tasks to gauge business functions and inefficiencies.
- Researched and adopted new technologies to add value to existing offerings.
- Developed network test and validation processes to maintain alignment with solution design.
- Researched and read up on new and unfamiliar technologies for quick and effective adoption.
- Managed application patches, data backup, security changes, and network configuration; replaced boards, changed servers, and loaded and tested software applications.
- Supported project planning team to address hardware and software problems and network emergencies promptly.
- Evaluated system designs and recommended methods to improve performance, security, and functionality.
- Directed teams on developing specifications and requirements for selecting and testing new technologies.
- Planned, researched, and designed solutions in support of strategic plans and business requirements.
- Participated in system development life cycle from requirements analysis through system implementation.
- Collaborated with development and operations teams to develop practical automation solutions and custom modules.
- Researched and understood emerging technologies and end-user needs.
- Utilized code and modern cloud-native deployment techniques to design, plan and integrate cloud computing and virtualization systems.
- Identified, analyzed, and resolved infrastructure vulnerabilities and application deployment issues.
- Used metrics to monitor application and infrastructure performance.
- Reviewed existing systems and made recommendations for improvements.
- Provided technical leadership and delivered innovative products and services to address customer-specific requirements.
- Worked with cloud architect to generate assessments and develop and implement actionable recommendations based on results and reviews.
- Understood client needs and objectives by conducting proactive customer and data analysis.
- Partnered with infrastructure teams on evaluation and feasibility assessments of new systems and technologies.
- Resolved network issues and equipment and software troubleshooting queries to maintain data accessibility.
- Implemented standard software and hardware to promote server data integrity.
- Provided technical interpretation regarding network, software, configuration, and architecture oversight.
- Created and administered profiles and accounts, also maintaining systems documentation.
- Performed software installations and OS upgrades to support layered software packages.
- Offered technical guidance and recommendations to management.
- Conducted project validation reviews and addressed inconsistencies, special considerations, and compliance issues with management.
- Planned and conceived computer systems using information engineering, data modeling, and structured analysis.
- Managing a team of 6 employees that handles over 50+ calls a day and completes daily tickets.
IT Help Desk Analyst I
City Of Miramar
10.2019 - 10.2021
- Resolved technical issues for end-users via phone, email, and remote support tools.
- Diagnosed hardware and software problems, providing effective solutions promptly.
- Maintained detailed documentation of support requests and resolutions in ticketing system.
- Collaborated with IT team to enhance knowledge base and improve troubleshooting processes.
- Trained new staff on help desk procedures and customer service best practices.
- Monitored system performance and escalated critical issues to senior IT personnel as needed.
- Assisted in the implementation of software updates, ensuring minimal downtime for users.
- Conducted follow-up communications to ensure user satisfaction after issue resolution.
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Maintained detailed documentation of all help desk interactions for future reference and analysis.
- Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems.
- Logged support tickets and closed when issues were resolved.
- Provided basic end-user troubleshooting and desktop support.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
Education
Master of Science - Management Information Systems
Nova Southeastern University
Davie, FL08.2021
Bachelor of Science - Biology
Florida International University
11200 Southwest 8th Street, FL 331992016
High School Diploma - undefined
College Academy
3501 SW 64th Ave, Davie, FL 333142013
Skills
- IT infrastructure management
- IT compliance
- IT process improvement
- Technical support management
- IT budgeting
- IT problem-solving
- IT risk management
- IT governance
- IT stakeholder management
- IT performance metrics
- Business analysis
- ITIL framework
- Teamwork and collaboration
- Disaster recovery Planning
- IT training and development
Timeline
Help Desk Manager
City Of Miramar
08.2022 - Current
IT Systems Analyst II
City of Miramar
10.2021 - 08.2022
IT Help Desk Analyst I
City Of Miramar
10.2019 - 10.2021
Bachelor of Science - Biology
Florida International University
High School Diploma - undefined
College Academy
Master of Science - Management Information Systems
Nova Southeastern University