Dwayne Dyer Email & Phone Number

Key Responsibilities & Contributions:- Resolved service requests for Cognos program, utilizing knowledge of the software structure and how it interacts with various user interface components to handle basic error codes and bugs within the system by recreating the client issue and developing a fix if applicable.- Directed service tickets to appropriate level of support for issues beyond the scope of Technical Analyst position and knowledge base.- Upheld company issues policies regarding first contact, reaching out to clients within one hour of receiving a ticket to start the investigation process.

Key Responsibilities & Contributions:- Installed and performed troubleshooting on computer components including hardrives, CPUs, motherboards, monitors, and desktop and laptop computers utilized within DecisionOne.- Updated Windows OS for all employees, ensuring their employee files from the old system were backed up and successfully transferred over to the new OS using system imaging to replicate the stored information.- Ordered new hardware components as needed going through a particular process with each distributor to discuss warranty and any costs that may be incurred.- Tracked inventory of hardware products through internal tracing system, organizing all parts within their appropriate location in storage.