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I am a versatile Lead Helpdesk Engineer at Dytech Group, an MSP serving the greater Orlando area. I manage and maintain IT systems for diverse local businesses, specializing in hardware, software, networks, and cloud services to ensure optimal performance and reliability. I also oversee our helpdesk team, driving high-quality support and smooth daily operations.Key Responsibilities• Manage and maintain critical IT systems for seamless business operations.• Lead the helpdesk team, setting performance metrics and fostering excellence.• Communicate with business contacts to align IT services with their needs.• Collaborate across departments to resolve technical issues efficiently.Technical ExpertiseI bring hands-on experience with:• Operating Systems: Windows, Mac, Linux• Cloud Services: Microsoft Azure, Office 365• VoIP Systems: 3CX, Shoretel, Cytracom, Vonage• Networking: Subnetting, VPN, port assignments, SonicWall, Cisco, UniFi• Security: Webroot, Blackpoint, SentinelOne• Helpdesk Tools: Syncro, ConnectWise, IT Glue• Backup Systems: Datto, Synology, ShadowProtect• Web Hosting & Email Security: DNS, SPF/DKIM/DMARC deployment• LOB Software: QuickBooks, Sage/Timberline, Office Suite, Teams, SharePoint• Active Directory & Printers: Configuration, troubleshooting, vendor coordinationProfessional BackgroundMy diverse career includes roles such as:• System Support Analyst, Mid-Florida Credit Union• Helpdesk Specialist, Martin Federal Credit Union• Member Service Specialist, Martin Federal Credit Union• Customer Service Representative, Wells Fargo• Retail Leadership: Calvin Klein, Coach Leatherware, KiplingEach role sharpened my technical and interpersonal skills, enabling me to thrive in dynamic environments and meet varied client needs.Community InvolvementI volunteer with Give Kids the World, a non-profit organization enriching the lives of children and families. This work reminds me of the value of giving back and helping others.Personal PhilosophyI am passionate about continuous learning, collaboration, and leveraging technology to drive meaningful change. Whether solving complex issues or mentoring team members, I strive to make a positive impact through my work.
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Helpdesk ManagerDytech GroupOrlando, Fl, Us
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Lead Helpdesk EngineerDytech Group Jan 2023 - PresentWinter Park, FlManaged and mentored a team of three helpdesk technicians, promoting skill development, team collaboration, and high performance.Oversaw the daily operations of the helpdesk, ensuring tickets were resolved efficiently and consistently met Service Level Agreement (SLA) requirements.Partnered with cross-functional teams to successfully implement IT projects, including system upgrades, migrations, and infrastructure enhancements.Streamlined helpdesk workflows by optimizing… Show more Managed and mentored a team of three helpdesk technicians, promoting skill development, team collaboration, and high performance.Oversaw the daily operations of the helpdesk, ensuring tickets were resolved efficiently and consistently met Service Level Agreement (SLA) requirements.Partnered with cross-functional teams to successfully implement IT projects, including system upgrades, migrations, and infrastructure enhancements.Streamlined helpdesk workflows by optimizing processes, resulting in reduced resolution times and increased user satisfaction scores.Designed and delivered comprehensive training programs for end-users, focusing on software applications, cybersecurity awareness, and IT policies.Conducted in-depth analysis of ticketing trends to proactively address recurring issues, enhancing system stability and reducing downtime.Maintained and monitored IT infrastructure, including servers, networks, and endpoints, ensuring operational reliability and security. Show less
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Technical Support AnalystDytech Group Dec 2019 - Jan 2023Winter Park, FlProvided tier 1 and 2 technical support to users, resolving hardware, software, and connectivity issues.Assisted in deploying and maintaining IT assets, including laptops, printers, and mobile devices.Managed Active Directory user accounts, permissions, and group policies.Documented procedures and created knowledge base articles to improve team efficiency.Supported system upgrades and data migrations with minimal disruption to operations.
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Desktop Support TechnicianWyndham Destinations Apr 2019 - Dec 2019Built and installed PCs and peripheral devices to support desktop infrastructure, ensuring optimal performance and usability.Designed and implemented a Tech Hub system, providing users with face-to-face support for quick resolution of technical issues.Leveraged experience in cloud environments, Windows servers, and Citrix environments to deliver robust IT solutions and services.Diagnosed and resolved network issues, including wireless connectivity and LAN-related… Show more Built and installed PCs and peripheral devices to support desktop infrastructure, ensuring optimal performance and usability.Designed and implemented a Tech Hub system, providing users with face-to-face support for quick resolution of technical issues.Leveraged experience in cloud environments, Windows servers, and Citrix environments to deliver robust IT solutions and services.Diagnosed and resolved network issues, including wireless connectivity and LAN-related problems, to maintain system uptime.Ensured all support activities complied with agreed service levels and departmental guidelines to meet organizational standards.Key SkillsActive Directory AdministrationNetworking and TroubleshootingCloud Infrastructure ManagementMicrosoft Excel for data tracking and reportingCustomer Service Excellence Show less -
Technical Support AnalystCutting Edge Network Technologies Aug 2017 - Apr 2019Winter Park, FlInstalled, configured, and troubleshot Microsoft systems, laptops, desktops, printers, scanners, and other hardware, ensuring seamless operation for end-users.Provided technical support to a diverse client base, including medical offices, law firms, accounting firms, and other professional service organizations.Collaborated with service and support vendors to coordinate the repair and maintenance of servers, workstations, applications, databases, and networking… Show more Installed, configured, and troubleshot Microsoft systems, laptops, desktops, printers, scanners, and other hardware, ensuring seamless operation for end-users.Provided technical support to a diverse client base, including medical offices, law firms, accounting firms, and other professional service organizations.Collaborated with service and support vendors to coordinate the repair and maintenance of servers, workstations, applications, databases, and networking equipment.Utilized expertise in cloud environments, Windows servers, and Citrix environments to resolve complex system issues.Diagnosed and resolved network issues, including wireless connectivity and LAN problems, maintaining stable and efficient network performance.Key SkillsMicrosoft System Installation and TroubleshootingVendor Coordination and Technical CollaborationCloud and Virtualization Technologies (e.g., Citrix, Windows Servers)Networking (LAN/Wireless) SupportCross-Industry IT Support Experience Show less -
System Support SpecialistMid Florida Credit Union Mar 2017 - Aug 2017Orlando, Florida Area• Provide first line support for users with installation, configuration, and ongoing usability of computers and peripherals• Assist in deploying new technology to branches• Research and documenting solutions to provide knowledge-base for service desk• Follow up on open calls/tickets• Assist in monitoring all network equipment via monitoring software• Manage inventory for computer equipment including ordering new equipment that is needed.• Assisting fellow IT employees… Show more • Provide first line support for users with installation, configuration, and ongoing usability of computers and peripherals• Assist in deploying new technology to branches• Research and documenting solutions to provide knowledge-base for service desk• Follow up on open calls/tickets• Assist in monitoring all network equipment via monitoring software• Manage inventory for computer equipment including ordering new equipment that is needed.• Assisting fellow IT employees with tasks that they are working on Show less -
It HelpdeskMartin Federal Credit Union Jul 2015 - Mar 2017Orlando, Fl• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.• Respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions• Follow up with customers, provide feedback, and see problems through to resolution -
Member Service RepresentativeMartin Federal Credit Union Jan 2014 - Jul 2015Orlando, Florida AreaAnticipate member needs and interests and recommend programs, products and services appropriatelyResponsible for acquiring and maintaining business and community partnershipsEnsure cash drawers and vault money is in balance
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Customer Service RepresentativeWells Fargo Nov 2012 - Dec 2013Provide a positive customer experience from beginning to end; which results in ever-growing clienteleCross sell products which best suit a client’s needsMaintain an organized atmosphere -
TellerWells Fargo Feb 2012 - Oct 2012Winter Park, Florida (Goldenrod)Play an essential role in finding the right solutions for customersProvide excellent customer serviceWork closely as a key member of a teamExcel at multitasking
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Sales AssociateCoach Nov 2010 - Nov 2011As a sales associate at Coach I am responsible for ensuring that every customer is completely satisfied with whatever needs they may have. 100% customer satisfaction is my goal. -
Floor SupervisorCalvin Klein Jun 2008 - Jul 2010My job as a lead cashier in-tales training associates in the proper usage of registers, making sure customer service is my stores number one priority, training new associates that have been hired, and managing the sales floor when the management team is preoccupied.I also assist in completing floor-sets/floor-moves and p.o.s. changes in a timely manner.
David Erdmann Skills
David Erdmann Education Details
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Computer Science -
Freedom High School
Frequently Asked Questions about David Erdmann
What company does David Erdmann work for?
David Erdmann works for Dytech Group
What is David Erdmann's role at the current company?
David Erdmann's current role is Helpdesk Manager.
What is David Erdmann's email address?
David Erdmann's email address is gi****@****ail.com
What is David Erdmann's direct phone number?
David Erdmann's direct phone number is +140773*****
What schools did David Erdmann attend?
David Erdmann attended Valencia College, Freedom High School.
What are some of David Erdmann's interests?
David Erdmann has interest in Guitar, Children, Politics, Environment, Education, Reading, Poverty Alleviation, Science And Technology, Music, Arts And Culture.
What skills is David Erdmann known for?
David Erdmann has skills like Customer Service, Sales, Retail, Customer Satisfaction, Visual Merchandising, Store Management, Retail Sales, Training, Customer Experience, Merchandising, Management, Microsoft Excel.
Who are David Erdmann's colleagues?
David Erdmann's colleagues are Amos Sinkonde, Carol Monaco, Joe Ooi Wee Beng, Marsha Cummins, Tawny Keene, Ece Yiğit, Theodorus Murendra.
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David Erdmann
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David Erdmann
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