Proven IT Specialist with a track record of enhancing system performance and user satisfaction at Amazon. Expert in IT troubleshooting and maintaining information security, I significantly improved network reliability. Skilled in technical documentation and providing exceptional customer service, my approach ensures peak operational efficiency and security protocols development.
Hi, I’m
Latecia Dennis
Grifton,NC
Summary
Overview
12
years of professional experience
Work History
Amazon
IT Specialist
07.2022 - Current
Job overview
- Configured hardware, devices, and software to set up work stations for employees.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Provided exceptional customer service by promptly addressing problems reported by endusers.
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
Aquarion Water
IT Support Engineer
02.2015 - 10.2021
Job overview
- Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Optimized system performance, conducting routine checks and addressing potential issues before escalation.
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
- Managed high levels of call flow and responded to technical support needs.
Cablevision
IT Support Engineer
08.2013 - 02.2015
Job overview
- Optimized system performance, conducting routine checks and addressing potential issues before escalation.
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
- Assisted in development of system security protocols.
Education
Butler UniversityIndianapolis, IN
IT Support
04.2014
University Overview
Skills
- IT troubleshooting
- IT documentation
- Information security
- Troubleshooting
- Technical issue analysis
- Application support
- Technical documentation
- Technical reporting
- Quality assurance
Timeline
IT Specialist
Amazon
07.2022 - Current
IT Support Engineer
Aquarion Water
02.2015 - 10.2021
IT Support Engineer
Cablevision
08.2013 - 02.2015
Butler University
IT Support
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