Justin McDaniel
Sumter,SC
Summary
Dependable business graduate with tier-1 level support experience. Very knowledgeable of ServiceNow, Service Desk Assistant, Active Directory and Mainframe. I'm also skilled in hardware, application, mobility and telephony. I'm a great listener with great work ethic and great Time Management skills. I'm very technical but also a great people person with outstanding customer service. I'm adaptable with strong communication skills. I'm a great problem solver that's always open to learning things I don't know.
Overview
2
2
years of professional experience
Work History
IT Operation Analyst
TD Bank
12.2025 - Current
- Provides technical support to over 200 end users via phone, email and remote support tools.
- Diagnose and resolve hardware, software, printer, and network connectivity issues.
- Create, manage, and resolve support tickets while meeting established SLA requirements.
- Administer user accounts, password resets, and permissions using Active Directory.
- Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
- Configure laptops, desktops, printers, and mobile devices for new employees.
- Install software updates, security patches, and operating system upgrades.
- Document troubleshooting procedures and contribute to the internal knowledge base.
- Escalated technical issues to senior technicians for advanced resolution.
- Maintain a customer satisfaction rating above company goals.
Call Center Representative
Focused Holistic Customer Care
Remote
07.2025 - 10.2025
- Supporting customers by providing helpful information, responding to complaints, and answering questions.
- Conduct in depth research regarding to claims that are filed for unemployment insurance benefits.
- Document every step of our process within our systems.
- Provide the most outstanding customer service to incoming callers.
- Understanding how to download software and locate it. Also, troubleshoot computer problems if any arise.
Financial Analyst
AML RightSource
01.2025 - 05.2025
- Identified data anomalies and red flags for money laundering, terrorist financing, fraud, and sanctions violations, and escalate for second level review.
- Evaluate and monitor transactional activity to assess potential suspicious activity.
- Interpret and implement client operating policies regarding financial data.
- Work and contribute in a team-oriented and collaborative environment to improve the analytical and reporting processes.
Help Desk Analyst
Provalus
06.2024 - 09.2025
- Delivered first-line technical support for Windows-based workstation.
- Resolved software installation, login, VPN, and email issues.
- Assisted with workstation deployments and hardware replacements.
- Managed user accounts and group memberships in Active Directory.
- Supported Microsoft Office applications and remote users.
- Reduced ticket backlog by prioritizing high-impact incidents.
- Collaborated with network and systems administrators to resolve recurring technical issues.
Education
Bachelors - Business Administration (Management)
Benedict College
01-2019
Skills
- OperatingTroubleshooting
- Operating Systems: Windows 10/11, Windows Server, macOS
- Microsoft Technologies: Microsoft 265, Outlook, Teams, Exchange, OneDrive
- Directory Services: Active Directory, Azure Active Directory
- Networking: TCP/IP, DNS, DHCP, VPN, Wi-Fi
- Remote Support: Remote Desktop & TeamViewer
- Ticketing System: ServiceNow
- Hardware: PCs, Laptops, Printers, Scanners, Mobile Devices
Accomplishments
- Technical Support (Level 1 & Level 2)
- Help Desk & Service Desk Operations
- Windows 10/11 Administration
- Microsoft 365 Support
- Active Directory User Management
- Password Resets & Account Administration
- Hardware & Software Troubleshooting
- Printer & Peripheral Support
- Ticketing Systems (ServiceNow)
- TCP/IP, DNS, DHCP
- VPN Connectivity
- Mobile Device Support
- Customer Service
- Documentation & Knowledge Base Management
Timeline
IT Operation Analyst
TD Bank
12.2025 - Current
Call Center Representative
Focused Holistic Customer Care
07.2025 - 10.2025
Financial Analyst
AML RightSource
01.2025 - 05.2025
Help Desk Analyst
Provalus
06.2024 - 09.2025
Bachelors - Business Administration (Management)
Benedict College