Tamela Dada
Information Technology
Mableton,GA
Summary
Customer service focused Technical Support Specialist with 34 years of career experience in many environments. Highly adept in systems analysis, diagnostics, troubleshooting and customer service. Exhibits excellent organizational and problem-solving skills. Works well in team environments and displays strong work ethic.
Overview
32
32
years of professional experience
4
4
years of post-secondary education
Work History
Sr. Executive Technical Support
Emory University via Insight Global
08.2022 - 10.2022
- Responsible for Windows, Mac, Peripherals, Office, Office 365, Microsoft Teams, Service Now, Adobe, Anti-Virus, Malware software, Big IP, network troubleshooting, various network application support, and system’s administration support for high level Executives
- Provided AV support utilizing Polycom
- Provided support and training for the Board of Trustees Diligent web portal and oversaw content management for Board tablet computers
- Displayed a high level of integrity and confidentiality when included in sensitive conversations or presentations; ensures compliant security posture to protect enterprise equipment and data from unauthorized access and usage
- Advises customers on hardware and software procurement and upgrades
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- And usage
- Coordinated technical training and support for the Board of Trustees and senior leaders
- Created packages and reports utilizing SCCM .
Lead Technical Analyst / Turner
Broadcasting/Warner Media
Atlanta, GA
05.2006 - 12.2021
- Responsible for Windows, Mac, Office, Office 365, Microsoft Teams, Service Now, Adobe, Anti-Virus, Malware software, Cisco VPN, network troubleshooting, various network application support, and system’s administration support for Executives
- Provided AV support utilizing Polycom
- Accessed and documented procedures, tools, and manuals to provide support on company supplied hardware and equipment
- Assisted in Training and testing of various software’s
- Collaborated with upper management to drive strategy and implement new processes.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
- Created a wellness check program reducing the number of tickets by 45%.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Contactor – Desktop Support Tech
Tech Solutions
Fort Knox, KY
05.2005 - 12.2005
- Provided deskside Tier III support for 3,000+ military personnel with excellent customer service
- Troubleshooting of hardware and software for Windows, Mac’s, Office, and various network applications.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
Server Support Technician
Sprint
Dallas, Kansas
06.1996 - 04.2005
- Provided services through installing, configuring, and support of new hardware and software
- Also assisted with network hardware, network service maintenance and configuration including applications
- Analyzed incidents, problems, and systems information to show trends and potential problem areas, so that actions can be taken to minimize the occurrence of incidents, and to improve the process of problem reporting, analysis, and clearance.
Technical Support
Dell
Austin, Texas
02.1992 - 04.1995
- Coordinated training of employees on Tandem Network and system programs
- Provided Tier 2 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
United States Army
02.1988 - 02.1992
- Served during Desert Storm, honorable discharge
- Material control and Accounting
Education
Bachelors of Computer Engineering -
Keiser University
Fort Lauderdale, FL 01.2000 - 01.2004
Skills
DoS – Windows 11 troubleshooting and install
MacRemedyService Now
JiraVPNNetwork TroubleshootingVarious Software troubleshooting and installTeamsCloud ComputingOne NoteSCCMVMWareLinuxSoftware testing and trainingWindows SupportCisco VPNBrowser supportITILCrestronData MigrationServer AdministrationHardware TroubleshootingPrinter SupportMobile SupportExecutive SupportWindows PowerShellActive DirectoryCalendlySharePointBomgarAzureGoogle WorkspaceExcellent communicatorAdvance analytical and diagnostic skillsBroadband SupportAnti-Virus softwarePolycom/Crestron
TCP/IP
Software diagnosis
SCCM
JAMF
Military
United States Army
Honorable discharge
Timeline
Sr. Executive Technical Support
Emory University via Insight Global
08.2022 - 10.2022
Lead Technical Analyst / Turner
Broadcasting/Warner Media
05.2006 - 12.2021
Contactor – Desktop Support Tech
Tech Solutions
05.2005 - 12.2005
Bachelors of Computer Engineering -
Keiser University
01.2000 - 01.2004
Server Support Technician
Sprint
06.1996 - 04.2005
Technical Support
Dell
02.1992 - 04.1995
United States Army
02.1988 - 02.1992