Dwan E. Email & Phone Number

Arlington, Virginia, United States

Conducted remote and on-site IT support across varied organizational systems. Managed Help Desk queue, providing daily status updates on open tickets to consistently meet call center Service Level Agreements (SLAs). • Fulfilled end-user support requests involving hardware/software installation, OS troubleshooting, application management, proprietary software updates, peripheral adds/moves, video conferencing equipment, Outlook/OWA and MS 365 apps, printer maintenance, and device driver management.• Analyzed systems, identified technical failure causes, and leveraged Active Directory and associated tools to quickly resolve end-user issues; tested fixes and documented repair solutions.• Updated, logged, tracked, and maintained problem and incident resolution and procedures within the ServiceNow service management tool for continuous team knowledge transfer.• Planned and implemented One Drive and iCloud data migration, including storage backup and recovery maintenance.

Lexington, Kentucky, United States

Provided remedial educational services to school districts’ at-risk students and fostered patience in working with children of all backgrounds, origins, cultures, and abilities. Performed daily learning activities using SMART Board, document viewer, Blackboard, and MS office products. • Executed SMART Board (Windows compatible platform) technology to fundamentally support interactive classroom learning environment across 30K+ students.• Migrated to Blackboard interface learning tool to post tasks and assignments, measure student progression, track parent-student engagement, and store weekly classroom lessons and assessments.• Monitored student performance levels and reported underperforming students to proper authorities to adequately protect children and promote educational crisis prevention. • Impacted 30K+ district-wide students, affecting children's behaviors, cognition, and circumstances.

Arlington, Virginia, United States

Participated in special initiative meetings and planning sessions to develop and monitor contract activities. Provided technical assistance, project administration, and management for funded projects. Responded promptly to email, voicemail, and telephone requests to resolve end-user issues. • Supported Blackboard and Schooltalk education management applications; provided departmental technical assistance for email upgrade, Outlook web access (OWA), access online, and MS Office features.• Developed and distributed step-by-step Exchange and Outlook procedural documentation to illustrate technological operations processes.• Utilized Excel and Access to analyze, manage, and report on 900+ tabulation inquiry records resulting in 50% increase in student and parent involvement.

Oversaw the student-based need financial services for scholarships and grants. Diversified pool of financial aid applicants and recipients underwent a federally regulated verification and university certification process. Administered the student reward package processing operated by Oracle infrastructure.• Complied and referenced federal regulations and policies with strategic planning practices. • Carefully recorded and administered scholarship checks, status reports, and statements in Peoplesoft Banner Oracle.• Executed and drafted follow-up correspondences, transmitted emails and conference calls by MS Outlook 2003 operated.

Processed application registration for non-profit organization. Tasked with efficiently processing and handling money orders and card transactions with careful attention to detail. Correlated and filed documents for production under timely demands.• Organized, sorted, and categorized bio applications into an Oracle Database for filing storage.• Edited address labels, scanned student photos, and blueprints using Oracle Database.• Compiled, sorted, inputted, and scanned all orders for mailing using USPS scanner processing system.

Undertook the role as Promotions, Graphic Design Intern. Engaged in political affairs and education topics spearheading face-to-face interaction with dignitaries. Created a video project as a promotional demo and hands-on interaction with collabs in the production studio.• Supported The Capitol Hill House and Senate through the C-SPAN public network supported by Lyric (Chyron Duet).• Created promotional demo and developed library archives in video/image using Access Database.• Prioritized and organized projects/assignments/promotional daily logs in MS Outlook 2003.

Promoted high help desk support to over 3000 population with technical and AV support. Proactively provided a rapid detail response to daily routine technical operations. Piloted the PDA devices migration.• Performed hardware upgrade configuration, routine maintenance and server upgrades, web development, Firewalls, and software installations for optimal systems of 10 lab Windows PCs.• Researched, acquired, and implemented 10 PDAs handheld device for piloting in medical school program.

Bachelor Of Arts - Ba

Master Of Business Administration - Mba, Information Technology