Dewayne Beard
Lincoln
Summary
As a recent graduate in Computer Information Systems, I have gained diverse professional experiences that have honed my skills in communication, troubleshooting, and software development. I possess a strong ability to learn quickly and adapt to new technologies, whether working in teams or independently. With a track record of effectively working with both internal and external stakeholders, I am adept at delivering innovative solutions that meet client needs. I am eager to apply my expertise and continue to grow professionally in the field of technology.
Overview
7
7
years of professional experience
Work History
IT Technical Support Specialist
Great Plains Beef
09.2023 - Current
- Create user accounts and assigned permissions.
- Install, upgrade, and troubleshoot operating systems (XP, Windows 7, Windows 8.1, Windows 10) and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
- Used ticketing systems to manage and process support actions and requests.
- Create, maintain, edit, and back up Group Policy Objects for Organizational Units.
- Researched product and issue resolution tactics to address customer concerns.
- Assisted with updating technical support best practices for use by team.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Create, maintain, maintain updated records of all reported incidents within the ticketing system.
- Install, upgrade, and troubleshoot operating systems (XP, Windows 7, Windows 8.1, Windows 10) and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
- Handel installation, upgrades, and troubleshooting for printers, laptops, and other computer hardware.
- Preform necessary repairs on desktops, laptops, printers, and authorized peripheral equipment.
- Demonstrate a comprehensive understanding of IT, with a basic grasp of networks, servers, audio/visual systems, smart devices, and telecommunications.
Support Specialist
HUDL
05.2021 - Current
- Identify internal and external product feedback and defects and share this information with relevant stakeholders
- Work closely with Support Managers, Technical Analysts, and relevant stakeholders on the product team to relay product feedback
- Collaborate with specific organizations with unique needs
- Contribute educational content for over 500 employees in the support department, and actively work within the Area of Responsibility (AOR) structure
- Worked within the department scrum model to work on JIRA tasks
- Helping increase customer satisfaction rating by over 10% in 2022 since 2021
- Assist Hardware Security Model team and customers with hardware testing and installations for more than 30 assorted products
- Understand intricacies of internal and user-facing platforms and identify internal and external product feedback and defects
- Monitor slack channels and internal resources to stay updated on any product changes
- Work closely with Support Managers, Technical Analysts, and relevant stakeholders on the product team to relay product feedback
- Attending clinics or forums to provide added support and teaching experience
- Helped Handle over 300 product expert chats and educate customers on the latest updates to our products
- Assisted theSales team with informing potential clients of product information
- Working on Hudl Sideline Expert Team troubleshooting equipment
Advisor II
Nelnet
09.2019 - 05.2021
- Worked closely in support of the Company’s contract with the United States Department of Education (“ED”)
- Complete a United States Government security clearance
- Commit to Performance-Based Organization (PBO) & Easy to Do Business With (ETDBW) philosophy
- Contribute to Continuous Process Improvement
- Ensure the integrity of data and information
- Update information on accounts in the Loan Servicing and consolidation systems
- Perform other tasks related to resolving customer needs by displaying ownership on escalated calls
- Contact customers on accounts, including outbound customer contact, when appropriate
- Negotiate transactions by established laws, regulations, and policies
- Serve as a resource person with them as needed, including assisting new associates with training needs
Front Desk Agent
Holiday Inn Express & Suites
03.2018 - 09.2019
- Maintained an inventory of vacancies, reservations, and room assignments
- Possessed a working knowledge of the reservations department
- Takes same-day reservations and future reservations when necessary
- Knew cancellation procedures
- Knew room locations, types of rooms available, and room rates
- Registered arriving guests and assigned rooms for 30 to 40 customers daily
- Coordinated room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms
- Coordinated guest room maintenance work with the engineering and maintenance division
- Managed and resolved all guest complaints professionally and courteously
- Processed guest check-outs and handled monetary transactions
- Maintained customers’ privacy
- Maintained an elevated level of professional appearance and demeanor
Treatment Specialist
Holy Cross Children Services
12.2016 - 03.2018
- Monitored assigned groups of many sizes of youth and carried out planned daily activities
- Provided backup crisis intervention assistance to Treatment Specialists
- Transported youth and families to planned home visits and activities and picked up supplies and medications to distribute
- Assisted with group routines and personal hygiene/grooming activities, as necessary
- Responds to emergencies as needed
- Organized activities for over 10 youths on weekends
Education
Bachelor of Science - Computer Information Systems
Saginaw Valley State University, University Center
University Center, MI05.2020
Associate of Arts - Social and Behavioral Science
West Hills Community College
Coalinga, CA05.2014
Skills
- Excel
- LAN (Local Area Network) technology
- Troubleshooting
- Jira
- Front and Backend Development
- Technical Support
- Problem solving
- Computer Hardware and Software Knowledge
- Software Installation
Timeline
IT Technical Support Specialist
Great Plains Beef
09.2023 - Current
Support Specialist
HUDL
05.2021 - Current
Advisor II
Nelnet
09.2019 - 05.2021
Front Desk Agent
Holiday Inn Express & Suites
03.2018 - 09.2019
Treatment Specialist
Holy Cross Children Services
12.2016 - 03.2018
Bachelor of Science - Computer Information Systems
Saginaw Valley State University, University Center
Associate of Arts - Social and Behavioral Science
West Hills Community College
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