Dyrul Courtney
Newnan,GA
Summary
Highly motivated professional with 25 years of entrepreneurial and management experience. Skillfully creates and maintains professional and loyal relationships with co-workers, staff and clients while managing administrative and sales employees. Comfortable working independently as manager and leader and as collaborative team member. Applies business acumen and experience and exercises decisive judgment to meet and exceed organizational goals.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Owner
HannaH Computing, Inc.
Newnan, Georgia
09.2002 - Current
- Provided technical support to users with hardware and software issues.
- Developed and implemented IT policies and procedures.
- Installed, configured, and maintained computer systems, networks, printers, and other related equipment.
- Performed system upgrades to ensure optimal performance.
- Monitored network performance to identify potential issues or security breaches.
- Created and maintained user accounts for new hires or current employees.
- Resolved complex problems by troubleshooting hardware and software applications.
- Assisted in the development of disaster recovery plans for critical systems.
- Implemented network security measures such as firewalls and encryption protocols.
- Maintained inventory records of all installed equipment including software licenses.
- Conducted regular maintenance checks on computers, servers, routers, switches.
- Participated in the design of data storage solutions for large-scale projects.
- Ensured compliance with industry standards regarding information technology best practices.
- Analyzed system logs to detect any possible malfunctions or malicious activities on the network.
- Provided training and guidance to staff members on how to use various technologies effectively.
- Configured virtual machines for testing purposes using VMware ESXi server.
- Managed backups of critical data using Symantec NetBackup software.
- Documented changes made to existing IT infrastructure components.
- Evaluated emerging technologies for potential improvements in efficiency.
- Tested new products prior to their release into production environment.
- Liaised with vendors for procurement of IT hardware and software solutions.
- Developed scripts for automating routine tasks within the organization.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Performed continuous assessments of network structure, business content filters and security firewalls.
- Maintained records, logs and lifecycle documentation of work requests.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Coordinated installation of software systems and collaborated with user experience team on design and implementation of new features.
- Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
- Built and maintained successful relationships with service providers, vendors, dealers and consumers.
- Increased overall company performance through improved IT uptime and cost reductions.
- Provided on-site technical support after project implementation and recommended product changes and upgrades to product managers.
- Implemented system security and data assurance software.
- Developed mitigation strategies and prepared standard operating procedures.
- Maintained and controlled server room, wireless network and server infrastructure.
- Mentored other technologists and support professionals to provide professional development and skill enhancement.
- Devised automation, backup and recovery protocols to preserve and safeguard data.
- Scheduled ongoing performance quality assurance checks for software applications and automated performance test scripts.
- Worked to resolve technical issues for global users using [Type] and RDP remote diagnostic tools.
- Worked to resolve technical issues for global users using RDP and RDP remote diagnostic tools.
- Devised incisive workarounds and resolutions for IT-related problems.
- Executed scripts to communicate with back-end servers and provide real-time updates.
- Directed account management and customer training on company technical software and tools for new accounts and new users.
- Assessed customer bug reports and enhancement requests and prioritized development to streamline response.
- Audited security program and installed IP cameras across multiple platforms as part of larger building and tenant safety program.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Served as first point of contact for incoming technical service calls and emails.
- Used remote login tools to assist clients with technical and product questions.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Demonstrated advanced product knowledge to solve customer issues.
- Developed and maintained strong relations with customers to meet quality expectations.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Maintained up-to-date case documentation for future reference.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Supported customers with online billing, access and account issues.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Stayed abreast of latest software developments to enhance job knowledge.
- Used proactive monitoring procedures and tools to identify problem prevention opportunities.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Monitored support activity trends to create problem resolution and solution reports.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
- Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Diagnosed, troubleshot and resolved hardware and system problems.
- Performed data backups and disaster recovery operations.
- Monitored network performance to determine adjustments needed.
- Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
- Installed security software to protect networks.
- Designed, configured and tested computer hardware and operating system software.
- Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
- Increased system security and performance with proactive changes.
- Implemented and provided technical support for voice services and equipment.
- Maintained inventory of parts for emergency repairs.
- Configured, monitored and maintained email applications or virus protection software.
- Analyzed equipment performance records to determine need for repair or replacement.
- Conferred with network users about solutions to existing system problems.
- Planned, tested and supported high-availability infrastructures.
- Consulted users to determine areas in need of improvement.
- Coordinated with vendors and company personnel to facilitate purchases.
- Gathered data pertaining to customer needs to identify, predict and evaluate system and network requirements.
- Analyzed intricate server issues and supported large enterprise and business-critical applications.
- Promoted continuous improvement for IT governance processes.
Software Administrator
WebTone Technologies
Atlanta, GA
01.1999 - 12.2002
- Installed and configured various software packages to ensure compatibility with existing systems.
- Configured and maintained databases, ensuring data integrity and security.
- Troubleshooted hardware and software issues on a daily basis.
- Monitored system performance and optimized accordingly.
- Created custom scripts for automation of tasks such as backups, patching.
- Conducted regular maintenance checks on servers to ensure optimal performance.
- Assisted in the design, development and implementation of new applications.
- Provided technical support to users regarding software applications and platforms.
- Implemented security protocols for user access control over network resources.
- Developed procedures for routine maintenance activities such as backups, upgrades.
- Performed troubleshooting steps to diagnose application errors or malfunctions.
- Collaborated with team members to coordinate projects related to software deployment and configuration.
- Researched new technologies that could improve system performance or reduce costs.
- Prepared detailed reports documenting findings from testing activities.
- Resolved customer service issues relating to software installation or usage.
- Actively participated in meetings with other IT personnel to discuss upcoming projects.
- Trained end-users in the use of specific software applications.
- Maintained up-to-date documentation for all installed software programs.
- Ensured compliance with industry regulations regarding software licensing agreements.
- Developed policies governing the use of company networks by employees and contractors.
- Interfaced with vendors on a regular basis in order to resolve technical problems quickly.
- Diagnosed, troubleshot and resolved hardware and system problems.
- Performed data backups and disaster recovery operations.
- Monitored network performance to determine adjustments needed.
- Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
- Installed security software to protect networks.
- Designed, configured and tested computer hardware and operating system software.
- Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
- Increased system security and performance with proactive changes.
- Implemented and provided technical support for voice services and equipment.
- Maintained inventory of parts for emergency repairs.
- Configured, monitored and maintained email applications or virus protection software.
- Analyzed equipment performance records to determine need for repair or replacement.
- Conferred with network users about solutions to existing system problems.
- Planned, tested and supported high-availability infrastructures.
- Consulted users to determine areas in need of improvement.
- Coordinated with vendors and company personnel to facilitate purchases.
- Gathered data pertaining to customer needs to identify, predict and evaluate system and network requirements.
- Analyzed intricate server issues and supported large enterprise and business-critical applications.
- Promoted continuous improvement for IT governance processes.
- Submitted recommendations regarding infrastructure overhauls.
- Spearheaded server infrastructure development, quality control, staging and production operations.
19D Armored Reconnaissance Specialist
United States Army
Fort Moore, GA
01.1996 - 12.1999
- Conducted reconnaissance operations to gather intelligence and surveillance data.
- Assessed terrain, potential threats and identified target objectives for mission planning.
- Gathered information on enemy personnel, equipment, communications and activities.
- Performed route reconnaissance missions in support of ground units.
- Utilized specialized equipment such as night vision goggles and laser range finders during operations.
- Developed detailed maps of areas of operation to aid in navigation and mission planning.
- Provided guidance to other members of the team regarding tactics, techniques and procedures for successful completion of the mission.
- Interpreted aerial photographs to identify targets or assess terrain conditions.
- Prepared comprehensive after-action reports detailing all aspects of the mission including observations and recommendations for future operations.
- Contributed to the development of new tactics, techniques and procedures based on collected data from previous missions.
- Monitored radio frequencies for suspicious activity or transmissions from hostile forces.
- Coordinated with higher headquarters to ensure effective communication between teams in the field.
- Maintained accurate records of all operational activities including personnel assignments, vehicle maintenance logs, supply requests and medical evacuations.
- Analyzed multiple sources of intelligence data to accurately determine threat levels within an area.
- Provided technical advice and instruction on proper use of reconnaissance equipment.
- Developed contingency plans in case of unexpected changes in mission parameters.
- Assisted in training junior personnel on methods employed by reconnaissance teams.
- Advised senior leadership concerning tactical options available based on current situation assessments.
- Participated in debriefings following each mission to share lessons learned with other members of the unit.
- Managed a variety of databases used by reconnaissance teams for tracking progress against goals set forth prior to deployment.
- Worked closely with other branches within the military organization to ensure timely exchange of information related to ongoing operations.
- Performed inspections to keep equipment in working order.
- Used technical expertise and sound military judgment to learn and perform complex procedures.
- Conducted training to improve troops' abilities.
- Responded immediately to routine and critical accidents, incidents and other emergencies.
- Operated, monitored and performed limited maintenance on mission-critical systems.
- Reviewed mission tasking, intelligence and weather information.
- Provided precision to carry out increasingly complex missions.
- Planned and conducted tactical and assault support missions.
- Operated surveillance, electronic warfare and other weapon systems.
- Targeted, fired and maintained weapons used to destroy enemy positions.
- Assisted in development of weapons and tactics.
- Secured and protected air, land and sea positions from enemy attack.
- Managed personnel and weapons operations to destroy enemy positions, aircraft and vessels.
- Abstracted key environmental information to employ wide range of high-tech systems and weaponry.
- Loaded, equipped and manned aircraft for mission.
- Used artillery and missiles to protect infantry and tank units.
- Directed artillery crew members to position, maintain and fire guns.
- Leveraged guns, cannons and howitzers in ground combat operations.
- Utilized missiles and rockets to defend aircraft.
- Launched torpedoes and missiles from ship or submarine.
Education
Bachelor of Arts - Secondary Education
University of West Georgia
Carrollton, GA05-2014
Skills
- Client Service
- Strategic project planning
- Consulting
- Business Planning
Certification
- CompTIA Network +
- CompTIA Security +
- Microsoft Azure Fundamentals
- Microsoft Office Expert
References
References available upon request.
Timeline
Owner
HannaH Computing, Inc.
09.2002 - Current
Software Administrator
WebTone Technologies
01.1999 - 12.2002
19D Armored Reconnaissance Specialist
United States Army
01.1996 - 12.1999
Bachelor of Arts - Secondary Education
University of West Georgia
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