Summary
Overview
Work History
Education
Skills
Certification
Custom Section
Timeline
Generic

Rodney Clark

Folcroft,US

Summary

Experienced in excelling under high-pressure situations with a proven track record of effectively managing challenging work environments. Strong communication skills to convey information clearly and concisely, ensuring seamless collaboration with colleagues and clients. Exceptional customer behavior skills to consistently deliver outstanding service and foster positive relationships with customers.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Desktop Administrator

Wilmington VA Hospital
Wilmington, DE
06.2024 - Current
  • Provide comprehensive desktop/Laptop support, resolving user issues efficiently. Streamline software installations and troubleshooting for enhanced productivity. Manage user accounts and security settings via creating user accounts create user groups,responsible for giving proper permissions and access through Active Directory. Ensure seamless iPhone integration and troubleshooting via Airwatch, setup all iPhone for new users Optimize printer setups and maintenance setting up printers on the network for requested groups,ensuring reliable access for all users. Executed detailed imaging processes for desktops and laptops, ensuring swift deployment for users and restoring functionality for damaged units. Also involved in the Project of upgrading all Wilmington Va and branch locations from Windows 10 to Window 11.

Customer Support Analyst

Comcast
Philadelphia, PA
11.2021 - 06.2024
  • Provide technical support for Comcast Ethernet, Wireless, Network support, responsible for Security support, and Voice, support for Comcast Small and mid-size businesses, primary person for all issues through troubleshooting and dispatching techs for major issues.
  • Assist Business customers with analyzing history of issues to determine if it is local Desktop/laptop or determining if it is security or network related and assist with resolving issues long term.
  • Troubleshoot all Voice issues and help customers with any issues with their accounts.

Help Desk Support

David's Bridal
Conshohocken, PA
03.2008 - 07.2021
  • Provide technical support via telephone\voicemail and email for all David's Bridal stores chains and Corporate location, Supporting the following Items; iPad/ iPod support for all connectivity issues support for iPad applications issues the uninstall and re-install of iPad applications via Cisco Meraki for all David Bridal Stores
  • Application troubleshooting for Microsoft Office/Outlook 2016, IE 10/11, Chrome, Cisco VPN connection support, wireless issues for Registers and iPads responsible for all Printing issues.
  • Provide Desktop and Laptop Support for all Corporate users, account setup, password resets and user verification.
  • Microsoft user account creation and monitor POS Registers and peripherals for the nightly closing of all U.S, U.K and Canada Stores.
  • Responded to support tickets within a 90% SLA timeframe to improve customer service.
  • Followed up on each open ticket every week to provide end-user support on systems and software.
  • Created and maintained a detailed library of training videos on software and hardware fixes for the Service Desk.

Customer Support Analyst

Aramark Corporation
Philadelphia, PA
04.2005 - 03.2008
  • Provide phone support to troubleshoot desktop and laptop hardware, connectivity problems, 3rd party applications and MS Office 2000/2003, provide users and groups account management, including password resets and permission verification using the Windows 2003 Active Directory Service.
  • Support wireless connectivity problems, including laptops and Blackberry PDAs.
  • Manage call escalation, coordinates with third parties to ensure successful problem resolution, while maintaining call ownership using Peregrine help desk software.

Help Desk

Currency Technics & Metrics
Wilmington, DE
05.2002 - 04.2005
  • Provide remote and local Help Desk support for users running in a Windows 2000/IBM AIX environment, troubleshoot problems and provide first and second level phone support for all issues coming into the help desk, also provide technical support for company proprietary applications, responsible for basic Windows 2000/IBM AIX administration and perform the daily backups for the RS/6000 system.
  • Provide comprehensive desktop support, resolving user issues efficiently.
  • Streamline software installations and network troubleshooting for enhanced productivity.
  • Manage user accounts and security settings with precision using Active Directory.
  • Ensure seamless iPhone integration and troubleshooting via Airwatch.
  • Optimize printer setups and maintenance, ensuring reliable access for all users.
  • Executed detailed imaging processes for desktops and laptops, ensuring swift deployment for new users and restoring functionality for damaged units.
  • Implemented efficient network printer setups and troubleshooting protocols, resulting in reduced print-related issues and improved operational flow.

Education

Associate - Information Technology

Pierce College
US

Certificate - PWO-050- Wireless Fundamentals

Community College of Philadelphia
US

HDI Help Desk Analyst Certification -

HDI

PWO-050- Wireless Fundamentals -

Community College of Philadelphia
Philadelphia, PA

MOS Excel 2016 -

Microsoft

Skills

  • MCSE
  • Help Desk
  • Wireless
  • Excel
  • A Certification
  • ServiceNow
  • Jira
  • Remedy
  • Technical Support
  • LAN/WAN
  • Active Directory
  • VPN
  • DNS
  • TCP/IP
  • Microsoft Exchange
  • Windows
  • Customer Service
  • Troubleshooting
  • Network Administration
  • Desktop support
  • Active Directory management
  • Network troubleshooting
  • Software installation
  • Imaging processes
  • Technical support

Certification

MOS Excel 2016, Microsoft

Custom Section

Customer satisfaction award, VA Affairs Information Technology customer satisfaction award. In recognition of your outstanding contributions toward making your facility among the most improved areas in 2024.

Timeline

Desktop Administrator

Wilmington VA Hospital
06.2024 - Current

Customer Support Analyst

Comcast
11.2021 - 06.2024

Help Desk Support

David's Bridal
03.2008 - 07.2021

Customer Support Analyst

Aramark Corporation
04.2005 - 03.2008

Help Desk

Currency Technics & Metrics
05.2002 - 04.2005

Associate - Information Technology

Pierce College

Certificate - PWO-050- Wireless Fundamentals

Community College of Philadelphia

HDI Help Desk Analyst Certification -

HDI

PWO-050- Wireless Fundamentals -

Community College of Philadelphia

MOS Excel 2016 -

Microsoft

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