Summary
Overview
Work History
Education
Skills
Timeline
Generic

Imary Dotson

Dallas

Summary

Dedicated Service Desk Analyst who is calm under pressure and ready for any technical challenge with years of customer service. Accomplished in resolving hardware, software and connectivity issues via remote support. Proficient in keeping systems updated and functional with attention to patches and other maintenance requirements. Dependable employee seeking opportunity to expand skills and contribute to company success. Considered hardworking, ethical and detail-oriented. Self-starter with a drive to learn more.

Overview

10
10
years of professional experience

Work History

Senior IS Technician

CVS
06.2023 - Current
  • Updated all systems and databases within the store management protocol
  • Which includes Item
  • Management, Cash Management, Device and Employee Maintenance
  • Managed and supported POS system computers, including servers, desktops, cash registers, laptops, and tablets, ensuring optimal performance and reliability
  • Delivered exceptional customer service, addressing inquiries, resolving issues, and creating positive experiences for customers, maintaining a 73% FCR
  • Oversaw crucial aspects including Item and Cash Management, ensuring accurate inventory and financial records
  • Managed Employee Maintenance records, ensuring up-to-date and accurate personnel data.

Service Desk Analyst Admin

Wipro Technologies
01.2022 - 01.2023
  • Oversaw client's network, servers, systems, storage platform, infrastructure and other equipment to keep track of each of their proper functioning and upkeep
  • Administered company-wide Level 2 SAP and Active Directory support for organization of 62,000 employees
  • Performed root cause analysis for ServiceNow tickets submitted and created action plan to resolve problems on SLA compliance
  • Identified and delivered computer hardware and software services including troubleshooting, installation and maintenance
  • Answered, evaluated, and prioritized 700 customer inquiries and support requests while maintaining 75% first call resolution.
  • Streamlined workflow efficiency by implementing systematic processes for installing an OS, applications, and settings onto a newly provisioned device.

Service Desk Analyst

Solai and Cameron/ Fujitsu
01.2021 - 01.2022
  • Successfully planned, executed, monitored and closed technical tasks related to th implementation of all aspects of ServiceNow platform
  • Provided positive customer support experience and built strong relationships through active problem solving, ensuring timely resolution, prompt communication of progress
  • Performed Level 1 technical support at network level ( LAN connectivity, routers, firewalls, and security) and basic remote access solution implementation and support (VPN, Terminal Services and Citrix)
  • Supported clients through acquisition integration and delivered ongoing guidance.
  • Engaged in user support interactions via telephone, chat and email platforms

Multimedia Designer

Binance
01.2020 - 01.2021
  • Coordinated with 15-member team to develop engaging and innovative graphic designs for logos, flyers, online art galleries/auctions, page layouts and advertisement videos
  • Assisted creative team with the design of promotional materials using various programs such as Adobe
  • Creative suite, Microsoft suite and 3D rendering programs such as Blender and Cinema 4D
  • Collaborated operational, strategic, financial, quote/bid, and administrative functions for auctions and galleries
  • Provided clients with print and online advertising solutions for brand awareness, promotional product sales and special events

Graphic Design Specialist

Planet MU
01.2019 - 01.2019
  • Collaborated with design team as well as client's marketing groups to collaborate on creative direction
  • Designed web pages, animations, illustrations, multimedia presentations, and print designs for marketing and advertising
  • Format designs and media for use in print and web applications, and deliver production-ready graphics using Adobe Creative Suite, Microsoft Office Suite, Blender and Cinema 4d
  • Provided creative input to support the product team as they work to develop new features for the platform.
  • Worked with clients to gather and define requirements, establish scopes, and manage project milestones

Remote Technical Support Specialist

Comcast
01.2017 - 01.2018
  • Performs reconnects, requested and non-pay disconnects, and changes of service, while adhering to
  • Comcast procedures and safe work practices, NEC and NESC requirements, and local ordinances in order to provide (or remove) services to the customer
  • Responsible for providing expertise when monitoring for call compliance, investigating root cause analysis for identifying trending behaviors, reporting out on quality performance across the enterprise
  • Uses Analytical skills to provide feedback and develop quality based training.
  • Collaborated in the creation and development of analytical tools, processes, or provisioning system solutions performs root-cause analysis, enhances automation, and develops operational metric strategies.

Deli Clerk

Kroger
01.2016 - 01.2017
  • Assisted with customers' special orders, provided product information, and answered department calls.
  • Weighed, prepared and packaged deli meats, side dishes and sandwiches following established recipes and standards
  • Receive fresh and pre-packaged deliveries, ensure piece count and invoice match, check expiration dates, and follow security procedures; process invoices properly and ensure proper pricing in all systems
  • Accommodated with product production, packaging, presentation, rotation and replenishment.

Waitress

Denny's
01.2015 - 01.2016
  • Greeted and escorted guests to tables to take orders
  • Organize and assist in major cleaning of refrigerators, freezers, and cooking and serving equipment at regularly scheduled intervals
  • Bused tables, stocked service area with supplies and prepared drinks and deserts
  • Mastered point-of-service (POS) computer system for automated order taking
  • Accepted a variety of payments, including cash, credit cards, and Apple Pay, from customers, and make exact change when necessary
  • Followed health and safety regulations relevant to hospitality industry to minimize accidents, incidents and liability to restaurant.

Crew Member

Jack In The Box
01.2014 - 01.2016
  • Maintained dining room, bathroom and back counter cleanliness

Education

No Degree - Photography

University of North Texas
Denton, TX

Bachelor of Science - Computer Science

Richland College
Dallas, TX
2027

High School Diploma -

Desoto High School
DeSoto, TX
06.2012

Skills

  • Cisco
  • ITIL
  • ITSM
  • RDP
  • Azure Active Directory
  • MFA
  • VPN
  • Troubleshooting
  • Hardware and Software
  • Citrix
  • Active Directory
  • Technical and end-user support
  • ServiceNow
  • 3D Design Software
  • Mac and Windows Operating Systems

Timeline

Senior IS Technician

CVS
06.2023 - Current

Service Desk Analyst Admin

Wipro Technologies
01.2022 - 01.2023

Service Desk Analyst

Solai and Cameron/ Fujitsu
01.2021 - 01.2022

Multimedia Designer

Binance
01.2020 - 01.2021

Graphic Design Specialist

Planet MU
01.2019 - 01.2019

Remote Technical Support Specialist

Comcast
01.2017 - 01.2018

Deli Clerk

Kroger
01.2016 - 01.2017

Waitress

Denny's
01.2015 - 01.2016

Crew Member

Jack In The Box
01.2014 - 01.2016

No Degree - Photography

University of North Texas

Bachelor of Science - Computer Science

Richland College

High School Diploma -

Desoto High School

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Imary Dotson