Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
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Johnelle Dunn

Summary

An analyst with a strong tech background, proficient troubleshooting abilities, and a customer-centric approach. Skilled in devising and implementing technological remedies and assisting users with network and application usage. Proficient in evaluating system efficiency and security to enhance user satisfaction. Demonstrates comprehensive knowledge of networking protocols, technical support techniques, and prevalent operating systems. Experienced in collaborating within teams to achieve both immediate and long-range project objectives. Exhibits a positive attitude and readiness to assume additional responsibilities to advance team objectives.

Overview

4
4
years of professional experience
1
1
Certification

Work History

IT Support Analyst

Hinduja Global Solutions
09.2021 - Current
  • Monitored systems in operation and quickly troubleshot errors.
  • Configured and distributed devices used daily by employees.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Troubleshot hardware, software and network issues to identify and rectify discrepancies.
  • Installed and maintained hardware and computer peripherals to enhance and upgrade performance.
  • Monitored helpdesk and responded to incoming tickets to address support needs.
  • Connected to computer of client using remote link to install new programs and applications.
  • Performed troubleshooting of network connectivity for BYOD (Bring Your Own Device) participants, confirming successful connectivity and BYOD policy compliance.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Created user accounts and managed access control.
  • Used Sharepoint and Excel to create and updated tracking documents.
  • Planned, designed, and scheduled phases for large projects.
  • Maintained open communication by presenting regular updates on project status to customers.
  • Monitored project progress, identified risks and took corrective action as needed.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.
  • Recruited and oversaw personnel to achieve performance and quality targets.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Traveled internationally to assist with system and network setup for new site.

IT Specialist

Citizen, Security and Justice Program, Ministry of National Security
01.2020 - 03.2021
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Assisted staff in identifying issues and explained solutions to restore service and functionality.
  • Walked individuals through basic troubleshooting tasks.

Education

Bachelor of Science - Computer Science

University of Technology, Jamaica
237 Old Hope Road, Kingston
11.2021

Skills

  • IT Standards Documentation
  • IT Project Planning
  • IT Ticket Documentation
  • Helpdesk Operations
  • Technical Background
  • Hardware and Software Configuration
  • Troubleshooting and Diagnostics
  • Data Processing

Certification


  • A+
  • Network+
  • Security+
  • CompTIA IT Operations Specialist – CIOS Stackable Certification
  • CompTIA Secure Infrastructure Specialist – CSIS Stackable Certification

References

  • Available upon request

Timeline

IT Support Analyst

Hinduja Global Solutions
09.2021 - Current

IT Specialist

Citizen, Security and Justice Program, Ministry of National Security
01.2020 - 03.2021

Bachelor of Science - Computer Science

University of Technology, Jamaica

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Johnelle Dunn