Looking for a job

C D

@cdenny

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I am an experienced IT professional that has held many hats simultaneously throughout my career.

United States

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What I'm looking for

Seeking a remote full-time position in a dynamic company to leverage my many years of IT experience and skills to improve the company’s bottom line and internal/extenal customer experience.

As a seasoned IT professional with over 20 years of experience, I have developed a strong background in resolving software and hardware issues across various platforms and environments. My expertise includes technical support, training, photography and editing, and I can communicated technical concepts to various levels of the business heirarchy.

Throughout my career, I have demonstrated my ability to improve company document management savings, pivote and adapt while learning to hold many hats, empower remote sales through budget friendly outsourcing of laptops and revamp and improve help desk department performance and documentation standards. I am a strong communicator with the ability to relate technical information in simple and understandable terms, making me an effective team player, trainer and leader.

I am passionate about leveraging my skills to grow with a dynamic company and contribute to its success. With my experience in IT training, IT support, and management, I am confident in my ability to make a positive impact and drive results in a fast-paced and ever-changing technological environment.

Experience

Work history, roles, and key accomplishments

Current

Help Desk Analyst & Trainer

Current

Westgate Resorts

Oct 2023 - Present (1 year 7 months)

Currently training and managing a team of 17 Help Desk Analysts to enhance customer service and technical skills. Developed a comprehensive training curriculum and Help Desk manual, improving KPIs and documentation standards. Responsible for creating knowledge base articles and resolving incoming help desk calls for various devices.

Help Desk Training And Development Knowledge Base Customer Service Technical Support KPI Analysis Troubleshooting Documentation

Help Desk Analyst

Westgate Resorts

Oct 2021 - May 2023 (1 year 7 months)

Resolved help desk calls for desktops, laptops, and software issues while applying cybersecurity principles. Assisted in training new hires and managed software installations using SCCM. Documented and routed tickets through ServiceNow.

Technical Support Cybersecurity ServiceNow Ticketing Systems Active Directory Documentation

Help Desk Technician

Mears Destination Services

Mar 2015 - Jul 2020 (5 years 4 months)

Provided local and remote IT support for various devices within a Microsoft Windows environment. Managed Active Directory users and created technical documentation for staff. Supported SaaS applications and ensured compliance with IT standards.

IT Support Microsoft Windows Active Directory SaaS Applications Technical Documentation Tech Support Compliance Management Networking

Systems Specialist

FIS Outdoor

Dec 2003 - Mar 2015 (11 years 3 months)

Managed IT support for multiple locations, providing technical assistance and creating knowledge base articles. Achieved significant cost savings and completed technology upgrades ahead of schedule. Supervised outsourced contracts and managed software inventory.

IT Management Technical Support Cost Management Project Management Knowledge Base SLA Management Training Development Documentation

Technical Services

Airline Training Academy

Jan 2002 - Jan 2003 (1 year)

Managed and supported a Windows NT network and flight simulation workstations. Built and deployed PCs, and created training manuals for flight simulation courses.

Network Management Windows Simulation Technical Documentation Support Work Training Development IIS Exchange

Education

Degrees, certifications, and relevant coursework

Keiser University

Associate of Science, Computer Network Administration

1997 - 1999

Completed an Associate of Science degree in Computer Network Administration, focusing on the principles of computer networking, systems administration, and technical support.