Shareef Dickens
Eagle Lake,FL
Summary
Results-driven technical professional with comprehensive experience in technical support and team leadership. Proven ability to manage complex technical issues, ensuring seamless operations and high customer satisfaction. Known for effective collaboration and adaptability in dynamic environments, leveraging expertise in troubleshooting and customer service excellence.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Tier 2 Technical Support Manager
Metrc
02.2023 - Current
- Led technical support team to enhance customer satisfaction through effective issue resolution strategies.
- Developed and implemented training programs for new support staff, increasing overall team efficiency.
- Streamlined ticket management process, resulting in quicker response times and improved service delivery.
- Analyzed customer feedback to identify trends and drive continuous improvement initiatives within support operations.
- Collaborated with cross-functional teams to resolve complex technical issues, ensuring alignment on solutions.
- Tracked KPIs and created continuous improvement plans.
- Mentored junior team members, fostering professional growth and enhancing team performance standards.
System Administrator
Metrc
05.2022 - 02.2023
- Managed system configurations and troubleshooting for optimal performance across multiple environments.
- Implemented security protocols to safeguard sensitive data and maintain compliance with industry regulations, using Crowdstrike.
- Automated routine tasks, enhancing operational efficiency and reducing system downtime by streamlining processes.
- Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
- Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
IT Generalist - Network Engineer
ECS Federal Inc.
10.2019 - 08.2021
- Standardized job tasks and trained junior team members on industry best practices and standards
- Maintained flexible schedule and responded to after-hours and weekend emergencies
- Worked with users to determine areas of technology in need of improved usability
- Resolved issues and escalated problems with knowledgeable support and quality service
- Responsible for planning, configuration, management, and monitoring of each given sites local area network
- Verified continuity of computer and printer services for users through technical expertise, assistance and project coordination.
- Established network specifications and analyzed workflow, access, information and security requirements.
- Managed users on network varying from 400-1600 clients depending on which ever site was assigned
System Administrator
United States Army
01.2016 - 11.2019
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Performed tests of functionality, security and performance of different workstations and devices.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
- Monitored servers and escalated emergency technical issues beyond scope to maintain optimum up-time.
- Responsible for troubleshooting using tools such as PowerShell, VPNS, and PUTTY for network, hardware, and VMware equipment to ensure customers have minimal interruptions.
- Conducted testing and troubleshooting for various software remotely and onsite for 2 server sets to maintain operational readiness
Skills
- Juniper Switches Brocade Switches Cisco Switches Networking
- Network setup and oversight
- Experienced with New Relic monitoring
- Management of system upgrades
- Customer-focused technical assistance
- Documentation management
- Configuration of hardware and software components
- Azure VM management
- Proficient in Azure Active Directory
- Experience with Azure monitoring tools
- Pendo platform administration
- Experienced in Tableau analytics
Certification
- Security Plus
- Network Plus
- A Plus
- ITIL 4 Foundation
Timeline
Tier 2 Technical Support Manager
Metrc
02.2023 - Current
System Administrator
Metrc
05.2022 - 02.2023
IT Generalist - Network Engineer
ECS Federal Inc.
10.2019 - 08.2021
System Administrator
United States Army
01.2016 - 11.2019