Edward Dennard
Brooklyn Park
Summary
Patient IT Specialist and Software Engineer with gift for understanding needs of both business and end user triaging. |Strong written and oral communication skills resulted in knowledgeable, satisfied customers. |Excellent instructional and problem-solving skills reduced concerns. Versed in System troubleshooting, Full Stack, Front-end Engineering, Back-end Engineering, Coding, and desktop support on Windows, Linux and Mac systems. Experience with programming languages: HTML, CSS, JavaScript, Node, Python. Proven skill in resolving problems quickly. Complex problem-solver with analytical and driven mindset.
Overview
9
9
years of professional experience
Work History
Technician 1 Service Desk
Maximus
05.2021 - Current
- Responded to over 50 users daily on operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Entered over 1000 service tickets into incident tracking system (ServiceNow, Cherwell) to facilitate faster problem identification and resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Facilitated weekly meeting to enhance product service knowledge and align with insight for beneficial triaging strategies.
- Diagnosed and resolved end user system functionality issues to enable completion of desired operations.
- Coordination of customer service concerns that led to problem resolution within the same day SLA.
- Oversight Customer technical Online issues within the SLA Documentation of technical triage and alignment
- Patched software and installed new versions to eliminate security problems and protect data.
Teen Center Supervisor
Community Center
11.2017 - Current
- Created efficient system for facilitation within using gym facilities as Gym attendant.
- Oversight of over 1000 customers that built out events, policies, and pricing for front Desk departement.
- Implimented leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand. (Say how it was done)
- Performed evaluations and reviews for employees.
- Create and Advertise community program
IT Support Specialist
University of St Thomas
02.2019 - 05.2023
- Serviced customer tech problems online .
- Wrote reports on technical issues.
- Coordinated and facilitated technical Resolution with/ ect. in professional manner by directing customers to certain areas and helping customers with technical situations
- Build a categorization process through pivot tables in excel, Remediate vulnerabilities within 30days of SLA service level agreement and answered questions to build rapport and retention.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Determined hardware and network system issues using effective troubleshooting techniques.
- Provided IT support to non-technical internal end users through desk side support services.
- Project Management coordination through multiple technology stats for client resolution
Resident Advisor
Appointment Scheduling, University of St. Thomas
08.2020 - 05.2021
- Conducted daily welfare checks and coordinated with facility staff to meet all resident needs.
- Mediated conflict to provide safe and secure environment through policy enforcement.
- Guided over 2000 students to integrate into both academic and social communities on campus.
- Strategized to improve resident care and satisfaction and held weekly meetings with directors to advocate for resident needs.
- Enforced policies and safety standards through building and room rounds.
- Assisted 31 students in handling tough situations to resolve problems.
Sales Associate
Dicks Sporing Goods
11.2019 - 04.2020
- Educated customers on promotions to enhance sales.
- Engaged with customers to effectively build rapport and lasting relationships.
- Delivered high level of assistance by locating over 100 products and checking store system for merchandise at other sites.
- Analyzed and properly processed over 100 product returns, assisting customers with finding alternative merchandise to meet needs.
- Evaluated inventory and delivery needs, optimizing strategies to meet customer demands.
Dance Instructor
The Art of Dance Studio
10.2015 - 06.2019
- Performed Technical Choreographer in Hip Hop, Jazz, & Lyrical.
- Assisted with coordination and administration of complete dance program.
- Established over 50 groups of Individuals (Kids, Adults), with particular focus on Hip Hop and Lyrical styles of dance.
- Facilitated over 100 group sessions and provided one-on-one support.
Education
Bachelors of Liberal Arts - Liberal, Digital Media Arts
University of St. Thomas
Saint Paul, MN05.2020
Skills
- Data recovery/ Date Visualization
- Desktop support
- Technical issues analysis
- Licensing Management
- Program Installation
- Mac systems
- Vulnerability Remediation
- Customer service expert
- Windows 10, 11
- AWS
- Microsoft Office Specialist (MOS) Expert
- Microsoft Excel
- Visio
- IP Network Troubleshooting
- Microsoft Office 365 (Exchange, OneDrive, SharePoint)
- Power BI
- Programming Languages: HTML, CSS, JavaScript, Nodejs, Python
- Project Coordination
Additional Information
- Awards , Dean's List Member Society
Affiliations
- Dance, Draw, Artist and produce music, Basketball Coach, apart of Creative church volunteer service.
Timeline
Technician 1 Service Desk
Maximus
05.2021 - Current
Resident Advisor
Appointment Scheduling, University of St. Thomas
08.2020 - 05.2021
Sales Associate
Dicks Sporing Goods
11.2019 - 04.2020
IT Support Specialist
University of St Thomas
02.2019 - 05.2023
Teen Center Supervisor
Community Center
11.2017 - Current
Dance Instructor
The Art of Dance Studio
10.2015 - 06.2019
Bachelors of Liberal Arts - Liberal, Digital Media Arts
University of St. Thomas
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