Dana Drones Jr
Royal Oak,MI
Summary
Entry-level IT Support candidate pursuing a Bachelor’s in Computer Science. Hands-on with Windows 10/11 endpoint administration, introductory Windows Server / Active Directory (user provisioning, password resets), Linux (Ubuntu basics), and core networking concepts (DNS, DHCP, VPN). Maintains a structured home lab for practicing account lifecycle tasks, virtualization, ticket triage, and light scripting (PowerShell and introductory Bash). Known for clear communication, patient end-user guidance, and disciplined documentation. Committed to reliable first-contact resolution and growth into Tier 2 escalation responsibilities.
Overview
4
4
years of professional experience
Work History
Volunteer IT Support
Gospel Fellowship Church
09.2023 - Current
- Supported 15–20 weekly office and livestream technical needs (Wi‑Fi drops, display/projection, printer connectivity, audio/visual setup) ensuring continuity of gatherings and events.
- Updated and maintained church website pages (events, media, announcements) using HTML/CSS/JavaScript, improving clarity, layout consistency, and timely information.
- Mapped and documented network/IP assignments and device labels, reducing time to isolate connectivity issues and simplifying future troubleshooting.
- Implemented a lightweight backup routine (website assets, shared drive content) on a monthly cycle to safeguard critical media and documents.
- Coordinated basic hardware upkeep (cabling tidiness, peripheral swaps, routine reboots) contributing to fewer pre-event delays.
- Provided patient coaching to non-technical staff on safe update practices, strong passwords, and file organization, improving tech self-sufficiency.
IT Help Desk Technician
Motorcity Systems
11.2021 - 06.2023
- Delivered frontline support averaging 40–50 user interactions per shift (walk-up, phone, remote), maintaining courteous, step-by-step guidance.
- Triaged and categorized incidents (login failures, printer mapping, software installs, basic connectivity) to prioritize time-sensitive issues and escalate edge cases appropriately.
- Performed routine account assistance (password resets, lockout resolution, permission checks under supervisor direction) reinforcing secure access practices.
- Documented recurring issues and drafted clear ticket notes, improving handoff quality and reducing repeat clarification requests.
- Contributed to internal how-to/reference snippets (common fixes, FAQ patterns), supporting faster resolution for new team members.
- Mentored newer staff on note quality, probing questions, and escalation criteria—helping standardize service consistency.
- Monitored basic endpoint health indicators (update status, storage warnings) and flagged anomalies for follow-up to prevent larger disruptions.
Education
Bachelor of Science - Computer Science
Michigan State University
East Lansing, MI05-2027
Associate of Science - Computer Information Systems
Oakland Community College
Bloomfield Hills, MIHigh School Diploma -
University Highschool
Ferndale, MISkills
- practiced user lifecycle (create, disable, lockout resolution) and enforced password/GPO policies, improving understanding of authentication workflows
- Ticketing Workflow Simulation – Created mock incident queue in Spiceworks; categorized and prioritized 30 sample tickets, drafting structured resolution notes and KB entries
CORE TECHNICAL SKILLS
- Systems: Windows 10/11, Windows Server 2019 (lab) Accounts & Access: Active Directory (user provisioning, password resets, lockout troubleshooting).
- Networking: TCP/IP, DNS, DHCP, VPN concepts Tools: PowerShell (basic queries), Remote Desktop, VirtualBox, Ticketing (Spiceworks - lab), Security Basics: MFA setup, least privilege, patching cadence.
Timeline
Volunteer IT Support
Gospel Fellowship Church
09.2023 - Current
IT Help Desk Technician
Motorcity Systems
11.2021 - 06.2023
Bachelor of Science - Computer Science
Michigan State University
Associate of Science - Computer Information Systems
Oakland Community College
High School Diploma -
University Highschool
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