Dezae Precia
Washington,United States
Summary
Experienced Technical Support Representative with expertise in resolving complex technical issues and optimizing customer satisfaction. Proficient in software troubleshooting, network configuration, and IT service management protocols. Skilled at guiding clients through step-by-step solutions and maintaining high engagement levels. Proven ability for proactive problem-solving, critical thinking, and strategic planning to enhance business productivity.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Network administrator
H&R Computer Consulting Services
WASHINGTON , UNITED STATES
06.2022 - 04.2024
- Implemented and maintained network security measures to protect company data and prevent unauthorized access
- Conducted regular network performance monitoring and troubleshooting to ensure optimal system functionality
- Collaborated with IT team to plan and execute network upgrades, installations, and migrations
- Provided technical support and training to end users on network connectivity, hardware, and software issues
I.T support specialist
TDB Communications
WASHINGTON , UNITED STATES
01.2022 - 07.2023
- Provided timely technical assistance to end users by diagnosing and resolving hardware and software issues, resulting in a 20% increase in overall productivity
- Installed and configured computer systems, networks, and peripheral devices, ensuring seamless operation and maximum efficiency
- Conducted regular maintenance and updates on IT systems to prevent potential security breaches and maintain compliance with industry standards
- Collaborated with cross-functional teams to implement new technology solutions, resulting in streamlined workflows and improved user experience
Teir II technical support
Abacus Service Corpration
WASHINGTON , UNITED STATES
02.2022 - 08.2022
- Provided timely and efficient troubleshooting and resolution for technical issues reported by customers, resulting in a 20% decrease in average resolution time
- Collaborated with Tier I support team to escalate and prioritize high-priority issues, ensuring a seamless escalation process for complex technical problems
- Conducted software installations, upgrades, and hardware configurations for clients, resulting in a 15% increase in customer satisfaction ratings
- Utilized ticketing systems to track and document customer interactions, ensuring accurate and detailed records of technical support activities
Help desk support
Bright MLS
ROCKVILLE , UNITED STATES
10.2019 - 12.2021
- Provided timely and efficient technical support to end users, troubleshooting hardware and software issues to ensure minimal downtime
- Managed ticketing system to prioritize and resolve customer inquiries, consistently meeting or exceeding service level agreements
- Collaborated with cross-functional teams to implement system upgrades and software installations, ensuring seamless integration for end users
- Conducted user training sessions on new technologies and processes, empowering employees to utilize tools effectively and independently
Education
High School Diaploma -
Luke C. Moore Academy
WASHINGTON, UNITED STATES06.2012
Some College (No Degree) - Information Technology
University of District of Columbia Community College
WASHINGTON, UNITED STATESSkills
- Technical Troubleshooting Expertise
- Skilled in Network Infrastructure Deployment
- Technical Installation Proficiency
- Network Security Management
- Data backup maintenance
- Network Troubleshooting
- System Troubleshooting
- Configuration Management
- Windows 95/98/2000/XP/XP Pro/NT
- Windows Server 2003
- User Access Administration
- Server Management
- Hardware Installation
- Issue Tracking and Management
- Email management
- Salesforce
- Live chat support
- Quality Assurance
- Customer Relationship Management (CRM)
Certification
- CompTIA Network+ CompTIA 09/2021 https://www.credly.com/badges/a6887073-297f-4bcf-92f2-60b7a0faeaf3/wallet Certified by CompTIA, the CompTIA Network+ certification validates knowledge and skills in networking concepts, infrastructure, operations, security, and troubleshooting. This certification demonstrates expertise in managing and maintaining network systems, making you a valuable asset in the IT industry.
- CompTIA Security+ CompTIA 08/2021 https://www.credly.com/badges/1f22674f-00d9-4b73-9c6a-b66d4955fdfa/wallet Certification obtained from CompTIA for CompTIA Security+ demonstrates proficiency in cybersecurity skills and knowledge. This certification validates expertise in securing networks, identifying threats, and implementing security measures to protect valuable information assets.
STRENGTHS
- # Customer Service # Time Management # Problem-Solving
- # Training and Development # Adaptability # Technical skills
- # Problem-solving # Communication # Leadership # Attention to detail
- # Time management
Hobbies and Interests
Exploring distant lands, Getting lost in a good book, Capturing moments, Feeling the music, Shopping
References
References available upon request.
Timeline
Network administrator
H&R Computer Consulting Services
06.2022 - 04.2024
Teir II technical support
Abacus Service Corpration
02.2022 - 08.2022
I.T support specialist
TDB Communications
01.2022 - 07.2023
Help desk support
Bright MLS
10.2019 - 12.2021
- CompTIA Network+ CompTIA 09/2021 https://www.credly.com/badges/a6887073-297f-4bcf-92f2-60b7a0faeaf3/wallet Certified by CompTIA, the CompTIA Network+ certification validates knowledge and skills in networking concepts, infrastructure, operations, security, and troubleshooting. This certification demonstrates expertise in managing and maintaining network systems, making you a valuable asset in the IT industry.
- CompTIA Security+ CompTIA 08/2021 https://www.credly.com/badges/1f22674f-00d9-4b73-9c6a-b66d4955fdfa/wallet Certification obtained from CompTIA for CompTIA Security+ demonstrates proficiency in cybersecurity skills and knowledge. This certification validates expertise in securing networks, identifying threats, and implementing security measures to protect valuable information assets.
High School Diaploma -
Luke C. Moore Academy
Some College (No Degree) - Information Technology
University of District of Columbia Community College
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