Cody D. Email & Phone Number

Prairieville, La, Us

Baton Rouge, Louisiana, United States

Analyze performance of the IT Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.Conduct research on emerging products, services, protocols and standards in support of service desk technology procurement and development efforts.Ensure appropriate training, funding, and planning as required for support and innovation efforts.Manage the processing of incoming calls to the IT Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.Develop and enforce request handling and escalation policies and procedures.Track and analyze trends in the IT Service Desk requests and generate statistical reports.Oversee development and communication of help sheets, usage guides, and FAQs for end users.Oversee the development, implementation, and administration of the IT Service Desk staff training procedures and policies.

Baton Rouge, Louisiana Area

Directs five End User Computer Field Teams (13 technicians) in the greater Baton Rouge area and surrounding parishes. Assign work priorities according to service level agreement agreed upon by upper management and follow through with technicians to ensure issue was resolved.Arrange formal training of current staff and conducts training for new employees.Approves/denies requests for leave and makes sure that proper staff is in place to handle service desk tickets in area.Meets and consults frequently with technicians, users, administrators, and vendors to discuss and resolve goals, issues, and problems complex in nature.Provides technical expertise to subordinates in the day-to-day hardware, software, and network issues that are common occurrence to agencies. Provides upper management with weekly activity of teams and summarizes the issues and solutions by technicians.Conducts and assists in talent acquisitions with identifying, screening, and hiring best qualified candidates for different business units.Manages and maintains LWC Printer Server and printer queues in Server 2008 R2.

Analyzes and resolves hardware, software, and application problems for all network or stand-alone computer systems and printers.Coordinated the resolution of network hardware, software and application problems between technical support and customer personnel.Researched and acquired knowledge of Dell computer hardware and software available to all agency users.Project Management Team Lead for Windows XP-to-7 Operating System migration for over 1,500 assets in a two month time span. Monitors and resolves issues with Print Server and printer queues in Windows Server 2008 R2 Enterprise.Monitors Symantec Endpoint Protection Manager and ensures network clients are updating to the latest definitions and virus free. Opens support tickets and resolves virus outbreaks on client machines as they arise.

Baton Rouge, Louisiana Area

Manage staff, preparing work schedules and assigning specific duties.Establish and implement departmental policies, goals, objectives, and procedures, conferring with CEO and staff members as necessary.Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, and/or distribution of products.Monitor business to ensure it efficiently and effectively provide needed services while staying within budgetary limits set forth by upper management.

Hammond, Louisiana

Assisted staff members over the phone with basic hardware and software issues and questions. Staffed on phones a minimum of 40 hours a week assisting with incoming support calls.Troubleshoot and resolved technical issues related to: Windows XP and 7, Internet Explorer, MS Office 2010, and other proprietary software via remote desktop, MS Lync and VNC.Configuration and repair of laptops, desktops, printers. Maintained ownership of tickets from initial contact till resolution or handing to a different department.

Greater New Orleans Area

Performed installation, maintenance, and administration of Hewlett Packard desktops and laptops to start-up offices for Amerigroup Corporation. Provided end-user technical support for complex hardware and software issues on standard desktop and laptop equipment, and handled basic network related issues during troubleshooting. Performed department/office moves for employees as per request of department manager. Collaborated with different corporate departments regarding shipping, receiving, storing proper equipment for incoming employees and kept track of all inventory given out.

Baton Rouge, Louisiana Area

Global Support Specialist responsible for the deployment of 8,750 Dell Tablets/Desktops, 600 Windows ’08 Servers, 18,000 McAfee DLP/Antivirus Units, and Email and Wireless Mobility to 13,000 Clinicians.Retired 3,000 Wyse Terminal, IE6, TrendMicro, and 5,000 Active Lenovo Tablets.Provided on-site IT support to agency locations in the state of Florida.Install/setup equipment, hardware/software required by management.Coordinated installation of Cisco communication systems in facilities by third-party vendors.Provided end user training on communication technology, security policy, and all IT information pertinent to agency.Resolved problems at agencies for Cisco network devices, Windows servers, Dell/HP workstations and Cisco VOIP telecommunications devices required for user needs.Coordinated with other internal IT functional areas, corporate departments and third-party vendors to make sure my clients issues were handled in proper time period.

Baton Rouge, Louisiana Area

Resolved IT hardware and software issues and followed the correct Escalation Process outlined by Management. Installed new hardware and/or software requested by users and trained when required.Liaison between 3rd party vendor CompuCom and end users. Responsible for managing and tracking of laptop shipments from agencies to and from CompuCom.Setup and maintained new Trend Micro Anti-Virus server and document policy and procedures to implement new technology corporate wide.

Hammond

Managed and monitored daily backup activities for 200+ clients and TrialsAnswer questions regarding proprietary software from technical contacts looking for reliable backup source for their business. Installed and customized DPS software to client's wants and needs and setup new trials for potential clients on multitude of platforms; Windows, Unix, OS400, and Apple OS.

Associate, Network Engineering & Pc Desktop Support, 3.75 Gpa

Ba, Business Management

Activities and Societies: VP of Communications for SLU American Marketing Association.

Education record