Open to opportunities

Dana Estes

@danaestes

Message

Help Desk Technician with 7+ years delivering high-volume desktop and remote support in banking and healthcare IT.

United States

Message

What I'm looking for

I’m looking for a support role where I can own ticket triage in a high-volume environment, improve workflows with clear documentation, and use my Active Directory and remote support skills to deliver fast, customer-focused service across teams.

I’m a Help Desk Technician and Desktop Support Specialist with 7+ years in centralized help desk environments, plus hands-on desktop support experience across banking and healthcare IT. I’m known for keeping SLA performance strong while resolving hardware/software and access issues quickly and accurately.

In my current role, I manage and assign 100+ tickets daily across multi-location healthcare networks, personally resolving 149+ tickets per month. I lead triage operations and route escalations, while also handling onboarding/offboarding, account provisioning, and Active Directory password resets and lockouts.

I bring depth in remote support and enterprise tooling—using ConnectWise ticketing (GreeneIS), and troubleshooting with Ivanti, VMware Horizon, and Cisco AnyConnect. I also support authentication and access workflows with DUO MFA, Imprivata SSO, and enterprise systems that require careful account administration.

Before this, I supported a multi-branch banking environment with Tier 1/Tier 2 help desk coverage, administering Active Directory accounts, configuring DUO MFA, and supporting tools like Cisco Unity/Jabber and receipt/check/MFP printers. Earlier library technology work reinforced my customer service instincts and attention to documentation—skills I use every day to improve processes and make support easier for end users and teams.

Experience

Work history, roles, and key accomplishments

Current

Remote Help Desk Lead

Current

Smile Doctors

Nov 2022 - Present (3 years 5 months)

Managed and assigned 100+ incoming tickets daily across a multi-location healthcare network and personally resolved 149+ tickets per month while maintaining SLA performance. Led ticket triage and escalations, performing onboarding/offboarding, Active Directory account lockouts and password resets, and troubleshooting computers, printers, VOIP phones, X-ray machines, and servers.

SLA Management Active Directory ConnectWise (GreeneIS)Offboarding

Desktop Support Technician

Stock Yards Bank & Trust

Apr 2022 - Oct 2022 (6 months)

Provided Tier 1/Tier 2 support for a multi-branch banking environment by managing tickets in Jira and the help desk email queue. Administered Active Directory, supported DUO MFA, Cisco AnyConnect, VMware Horizon, Imprivata SSO, and configured/troubleshot Cisco Unity, Jabber, and voicemail access, including remote desktop troubleshooting via Ivanti.

Tier 1 Support Active Directory Cisco AnyConnect VMWare Horizon Cisco Unity Jabber Support

Library Technology & Systems

Hancock County Public Library

Jan 1996 - Jan 2013 (17 years)

Delivered end-user technical support and performed hardware/network maintenance while maintaining library circulation software systems. Updated the library website using HTML and Adobe tools and taught computer courses (Microsoft Office and internet basics), while supervising interlibrary loan processing staff.

end user support Adobe Interlibrary Loan Support Circulation Software Administration

Computer Operator & Help Desk

Louisville Free Public Library

Supported multiple branch locations by troubleshooting hardware, software, and network issues and answering inbound technical support calls. Managed asset inventory in SolarWinds Web Help Desk, generated reports, and created/maintained Active Directory user accounts including transfers, terminations, and password resets.

Help Desk Support Troubleshooting Asset Inventory Password Resets Reporting