Tonya Irby
Powder Springs,GA
Summary
Solutions-oriented IT Support Specialist specializing in the infrastructure, problem analysis, implementation, management, and training. Over 10 years experience in customer service, project management, and technical training. Excellent verbal communication and writing skills. Enthusiastic self-starter and team player.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Training and Development Specialist
DEXIS
Alpharetta, GA
03.2022 - Current
- Develop course content according to objectives and organizational requirements
- Produce training schedules and classroom agenda
- Maintain and update existing course materials
- Collaborate with leadership and development teams to accomplish training tasks
- Evaluate the effectiveness of the training courses and make necessary changes for improvement
- Provide classroom and remote training for Technical Support Representatives.
Technical Support Representative
DEXIS
Alpharetta, GA
10.2018 - 01.2022
- Provide remote support for proprietary dental software and related equipment
- Analyze and resolve dental imaging software and associated hardware related problems
- Mentor new Level 1 Technical Support Representatives
- Assist users with the installation and upgrade of proprietary dental software
- Log and manage user issues in a service management system
- Provide the end user with an excellent customer service experience
- Meet Service Level Agreement(SLA) requirements in a timely manner.
Principle Storage Consultant
Logic Technology Inc.
Atlanta, GA
07.2012 - 01.2018
- Performed backup and recovery of client data
- Performed the data recovery task for the disaster recovery testing
- Performed problem determination and resolution on storage and backup failures
- Resolved client ServiceNow problem tickets to meet SLA requirements
- Collaborated with vendors to analyze and resolve technical issues
- Configured LUNs, storage groups, disk pools, FaST policies for EMC VMAX builds
- Created VSANs, zones, and RDF groups to implement SRDF replication
- Coordinated the Proof of Concept testing of the EMC XtremIO storage array in the clients environment
- Created and maintained Standard Operation Procedure (SOP) documentation.
Education
Associate of Applied Science - Electronic Engineering Technology
Columbus State Community College
Skills
- Troubleshooting skills
- Microsoft Windows
- Technical Training
- Technical Writing
- System Maintenance
- Project Documentation
- Customer service
- Performance Evaluation
- Project Management
- Verbal and Written Communication
Certification
CompTIA Certified Technical Trainer (CTT+)
Career ID number COMP001020221722
Timeline
Training and Development Specialist
DEXIS
03.2022 - Current
Technical Support Representative
DEXIS
10.2018 - 01.2022
Principle Storage Consultant
Logic Technology Inc.
07.2012 - 01.2018
Associate of Applied Science - Electronic Engineering Technology
Columbus State Community College
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