Joseph Craig Dedmon
Rossville,GA
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
18
18
years of professional experience
Work History
IT Service Desk Analyst
BlueCross Blue Shield of Tennessee
12.2011 - 08.2023
- Skills listed as specialists plus providing training and education to other Service Desk staff/business areas
- Other duties included composing notifications to be sent to internal end users in system outages
- performing multiple tasks daily, while keeping high level of technical support to end user community
- Working weekly on-call rotation with other analysts and providing training for new and current staff
- Performing quality assurance for department.
IT Service Desk Support Specialist
11.2007 - 12.2011
- Answering calls in high-volume technical customer support call center assisting end user community from various lines of business internal to BCBST and external facing customers.
- Completing and reviewing Information Security requests (Facets, Mainframe, and Active Directory).
- Diagnosed and resolved user system functionality issues to enable completion of desired operations
BCBST Claims Apprentice
09.2006 - 11.2007
- Job duties included processing medical claims submitted by providers
- Entering claim information into system to be processed.
Assistant Manager
S&K Menswear
09.2005 - 09.2006
- Providing assistance to customers selecting and wardrobing men's clothing
- Assisting general manager with daily store operations with merchandising sales floor stock, keeping inventory counts, training new sales associates, assisting sales associates, opening and closing retail store.
Education
Associates of Science - Applied, Computer Networking and Maintenance
Dalton State College
Dalton, Ga05.2010
Skills
- Microsoft Windows and Office
- User Guidance
- Responding to Technical Questions
- Customer Communication and Empathy
- Staff Training
- Windows 10
- Customer Service Expertise
- Technical Support
- Desktop support
- Staff education and training
- Issue troubleshooting
- Customer service expert
Timeline
IT Service Desk Analyst
BlueCross Blue Shield of Tennessee
12.2011 - 08.2023
IT Service Desk Support Specialist
11.2007 - 12.2011
BCBST Claims Apprentice
09.2006 - 11.2007
Assistant Manager
S&K Menswear
09.2005 - 09.2006
Associates of Science - Applied, Computer Networking and Maintenance
Dalton State College
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