Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Johnelle Dunn

Summary

An IT professional with strong troubleshooting abilities and a client-centered mindset. Knowledgeable about designing and implementing technological solutions and assisting people in using networks and applications. A dept at assessing system security and performance to maximize user experience. Possesses in-depth understanding of common operating systems, technical support procedures, and networking protocols. Alongside expertise in collaborating with teams to achieve project objectives for both the short and long term. Combined with a positive attitude and a willingness to take on more responsibilities to further the aims of the team.

Overview

4
4
years of professional experience
1
1
Certification

Work History

IT Technical Support Analyst

Hinduja Global Solutions
09.2021 - Current
  • Monitored helpdesk responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Installed and maintained hardware and computer peripherals to enhance and upgrade performance.
  • Conducted user acceptance testing.
  • Troubleshot hardware, software, VOIP and network issues to identify and rectify discrepancies.
  • Created user accounts and managed access control using active directory.
  • Used Sharepoint and Excel to create and updated tracking documents.
  • Used troubleshooting tools such as Powershell, CMD, Active Directory, Duo, ADManager , ADAudit+, Smokeping, Observium, Zscaler and Lansweeper.
  • Traveled internationally to assist with system and network setup for new site.
  • Planned, Participated and Monitored projects, identified risks and took corrective action as needed.
  • Recruited, trained and oversaw personnel to achieve performance and quality targets.
  • Participated in auditing established processes to ensure they met internal and regulatory requirements.

Tier 1 Technical Support Agent

Itel International
06.2021 - 09.2021
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Managed over 30 calls per day.
  • Diagnosed and troubleshot hardware, software and network issues.

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
  • Social Skills
  • Troubleshooting and Diagnostics
  • Data Processing

Certification

  • CompTIA A+
  • CompTIA Network+
  • CompTIA IT Operations Specialist – CIOS Stackable Certification
  • CompTIA Security +
  • CompTIA Secure Infrastructure Specialist – CSIS Stackable Certification
  • Microsoft Azure Fundamentals (pursuing)

Timeline

IT Technical Support Analyst

Hinduja Global Solutions
09.2021 - Current

Tier 1 Technical Support Agent

Itel International
06.2021 - 09.2021

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