Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Keith Dunson

Powder Springs,GA

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

14
14
years of professional experience
1
1
Certification

Work History

EUC Manager

Americold Logistics
01.2023 - 08.2023
  • In my role as the End User Computing Manager, I was responsible for the supervision, technical development and guidance for 15 EUC technicians and engineers across the organization
  • My responsibilities included managing team schedules, ensuring adequate coverage during EUC support hours, preparing reports on team workloads, and supporting hardware and software reseller vendors
  • Drove and supported the timely completion of tasks and projects without compromising quality
  • Demonstrated a relentless focus on building and managing superior customer relationships
  • Set individual and team objectives that focused on ensuring customer goals/KPI’s were achieved at or above expectations
  • Monitored communication efforts with customers through the Ivanti ticket system, Email and Chat to ensure customer engagement aligned with the IT Customer Support expectations
  • Defined and clearly communicated team standards and responsibilities
  • Managed and assigned approximately 40 to 50 incoming problem tickets per day

Business Relationship Manager

Equifax, Inc
10.2021 - 10.2022
  • Using my strong interpersonal skills and my ability to work with cross-functional team requirements, I built and maintained strategic relationships with Stakeholders and business partners as well as participated in overall business development activities to assess and advance client’s needs
  • Consulted and guided one of the largest enterprise-level telecommunications clients in the industry on successful integration of Equifax products and services
  • Collaborated with the Devops, QA, Database and Network teams to manage solutions
  • Facilitated Post-Sales implementation program management by establishing implementation and deployment success criteria
  • Organized stand-up sessions with stakeholders to address system incidents, informational requests and maintenance requirements
  • Tracked revenue streams for sales teams identifying revenue gains, losses, pending and closed sales via Tableau
  • Provided business insight and educated clients on the value of Equifax business solutions.

Systems Support Analyst

RaceTrac Corporate
03.2021 - 09.2021
  • As a Store Systems Help Desk Analyst, I provided technical support to 800+ RaceTrac and Raceway stores, optimizing all available resources to ensure accurate and efficient troubleshooting
  • Assisted Managers, and Assistant managers with fuel price variances, promotional downloads, and Debit\Credit payment issues
  • Provided guidance to the NOC team with troubleshooting network problems using SolarWinds
  • In depth troubleshooting of Fuel Controllers, Site Controllers, Electronic Payment Systems, and DVR surveillance camera systems
  • Directed onsite technicians return to service on all NCR fuel equipment
  • Used insite 360 to ensure pumps were communicating in the cloud
  • Guided and mentored Store Systems Support Help Desk Technicians.

Lead End User Support Engineer

Surterra Wellness
01.2019 - 01.2020
  • Conducted interviews with potential Level I and Level II Candidates
  • Created new user accounts in Office 365, Adobe, Zoom Pro Flourish, and Power BI
  • Provided hands-on escalation assistance to first and second level engineers
  • Trained EUS engineers on Autotask Ticketing system, Bomgar remote access, Jumpcloud, and Meraki
  • Configured and updated C-Level execs Laptops, desktops, I-pads, and I-phones
  • Lead team meetings to discuss SLA’s, ticket open/closure rate, open projects, and new rollouts
  • Disabled/De-activated terminated users access to all Surterra accounts and technology
  • Generate aging ticket reports, as well as EOD reports to drive efficiency
  • Authored SOP’s and KB articles for training and direction
  • Identified training needs of each engineer and coordinated the necessary training
  • Met weekly with the IT Director to implement strategic initiatives for the IT team.

Application Support Analyst

Rollins, Inc.
11.2014 - 05.2018
  • Installed Rollins residential and commercial applications on field technicians I-pads, I-phones, and laptops
  • Used Altiris software deployment tool to push software updates to remote branch and interoffice desktops, and laptops
  • Used Active Directory to build user profiles and password resets
  • Trained technicians on Kronos timekeeping software
  • Admin on O365 user accounts and profiles
  • Setup corporate apple I-pads and I-phones to connect with Rollins Wi-Fi.

Application Support Analyst 1

Genuine Auto Parts-NAPA
02.2012 - 06.2014
  • Trained new and existing customers on NAPA proprietary software usage, report generation, employee & inventory management, and software upgrades
  • Used automated SQL select/update queries to troubleshoot, rebuild and update databases
  • Achieved the 20 minutes per call daily goal with an average handling time of 8 minutes
  • Provide Superior Technical Service by achieving 4.8 out of 5.0 weekly customer surveys
  • Surpassed the department call goals with a Yearly average call handling time of 14 minutes
  • Consistently received monthly bonus payout by achieving 100% MTD Quarterly quota.

POS Lab Technician

Modis- Home Depot Corporate- QSI Build Team
09.2011 - 01.2012
  • Installed and configured NCR POS systems, Self-Checkout Lanes, Dragon Scan Guns, and Signature Capture Pads in labs for QA testing and visiting vendor performance optimization sessions
  • Established in lab network connection to Cisco routers and switches
  • Upgraded designated POS systems to Windows 7
  • Used VMware to set up virtual machines for testing
  • Perform QA testing on all newly built Open PC Web Terminals and Registers
  • Administered Full regression testing to ensure any code fix did not cause new issues.

Operations Support Analyst

Wendy’s/ Arby’s Group
05.2009 - 09.2011
  • Provided over the phone and remote technical support on Xpient, Panasonic 5100, IBM 4695 and Radiant (Aloha) POS Systems
  • Remotely programmed Dell Back Office PC Systems
  • Utilized UNIX commands for file regeneration and database updates
  • Resolved user profile and password issues using Active Directory
  • Resolved Drive-thru timer detection issues
  • Provided root cause analysis of EOD retrieval, polling, and food variance issues.

Education

Computer and Information Systems

Clark Atlanta University
Atlanta, GA

Skills

  • Workforce Management
  • Managerial skills
  • Marketing
  • Strategic Planning
  • Expense Tracking
  • Policy Implementation
  • Performance Management
  • Key Performance Indicators
  • Staff Management
  • Expectation Setting
  • Team Leadership
  • Performance Evaluations

Certification

  • HDI Certified
  • ITIL v4 Foundation

Timeline

EUC Manager

Americold Logistics
01.2023 - 08.2023

Business Relationship Manager

Equifax, Inc
10.2021 - 10.2022

Systems Support Analyst

RaceTrac Corporate
03.2021 - 09.2021

Lead End User Support Engineer

Surterra Wellness
01.2019 - 01.2020

Application Support Analyst

Rollins, Inc.
11.2014 - 05.2018

Application Support Analyst 1

Genuine Auto Parts-NAPA
02.2012 - 06.2014

POS Lab Technician

Modis- Home Depot Corporate- QSI Build Team
09.2011 - 01.2012

Operations Support Analyst

Wendy’s/ Arby’s Group
05.2009 - 09.2011

Computer and Information Systems

Clark Atlanta University

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