Dyllan Conway
Florissant,MO
Overview
3
3
years of professional experience
Work History
Tier 2 Production Analyst
Bank of America
St Louis, MO
08.2023 - Current
- Ensure critical system operation for end-users through continuous top tier technical support
- Resolve intricate ATM issues with speed and precision, showcasing expertise.
- Analyze and address complex challenges with adept troubleshooting skills, utilizing Vynamic View and CAIL.
- Produce and maintain detailed documentation on ATM processes and configurations using Excel and ESQ management, serving as a reliable source.
- Deploy and configure new ATMs for smooth integration into the network, adhering to security protocols
- Implement real-time monitoring of the ATM network for optimal performance, promptly addressing issues to minimize downtime.
Technical Support Engineer
C1secure/ZOOM
Williamsville, NY
01.2022 - 05.2023
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Collaborated with teams to solve technical customer problems across product suites.
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Contributed to knowledge base by creating and maintaining articles and other technical documents.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Analyzed network traffic using industry-standard tools to diagnose application stability and performance issues.
Technician
SalukiTech Service Center
Carbondale, IL
08.2021 - 12.2021
- Analyzed system performance of over 400 computers to prioritize and schedule software and hardware updates
- Provided repair, installation, customization, and optimization of faculty, staff, and student computers
- Communicated and follow-up on issues and enhancement request to internal and external support team, and customers
- Disassembled and repaired damaged sections and fabricated replacements.
- Maintained the full life cycle of all in-house PC's, and IT assets for Southern Illinois University of Carbondale.
- Maintained computer systems by testing, configuring, installing, repairing, and troubleshooting hardware.
- Provided assistance for the deployment of all SalukiTech technical equipment.
Education
Bachelor of Science (B.S.) - Information Technology
Southern Illinois University
Carbondale, ILSkills
- Interpersonal skills
- Java
- Decision making
- Excellent communication skills
- Detail oriented
- Issue resolution and critical thinking skills
Awards & Honors
- 10 Pillars Recipient
- Scout Team Player of The Year
- President of Kappa Alpha Psi Fraternity Inco.
Timeline
Tier 2 Production Analyst
Bank of America
08.2023 - Current
Technical Support Engineer
C1secure/ZOOM
01.2022 - 05.2023
Technician
SalukiTech Service Center
08.2021 - 12.2021
Bachelor of Science (B.S.) - Information Technology
Southern Illinois University