Dwayne Michael Johnson Email & Phone Number

Las Vegas, Nevada, United States

• Responsible for customer implementation of technical systems, software and hardware components, and configuring business processes.
• Provides management with weekly account and project status updates, objectives, and outstanding escalated issues.
• Investigates emerging issues, provides preliminary analysis to management, and prepares detailed written reports as requested.
• Customarily and regularly analyzes aspects of system architecture, application configuration, user access, and security for all operating systems and components on installations and upgrades including, but not limited.
• Actively collaborates with cross functional teams ensuring efficient and effective deployment and maintenance of services.
• Proactively escalates issues to cross-functional teams and continually follows up through completion.

Las Vegas, Nevada, United States

• Manage the Support Operations team of 18 employees and 3 leads in providing quality customer service to Everi customers, service the business and ensuring support procedures are followed.Selected accomplishments and.
• Exercises discretion and independent judgement managing a support personnel team in providing quality customer service to the business and ensuring support procedures are followed
• Responsible for resolving escalated customer tickets
• Responsible for leading the development and maintenance of knowledge articles
• Ensures proper staffing levels in accordance with inbound call and email volume
• Ensures timely communication with internal departments of all trending issues for followup and/or investigation

Las Vegas, Nevada Area

• Successfully partnered with senior leadership to assist with the on-time, on-budget completion of company-wide upgrade to Windows 10 and Office 365 impacting more than 1200 onsite staff and 300 plus remote employees
• Main resource on Enterprise printer project to facilitate the removal of 130 desktop printers and work with the print vendors to consolidate over 150 high-capacity printer/copiers, replace outdated models and adding.
• Skills Matrix training project lead - Mentored and guided Desktop Services team ensuring all were trained in product knowledge and capable of performing assigned duties.
• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
• Responded to support requests from end users and patiently walked individuals and groups through basic troubleshooting tasks
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes

North Las Vegas, Nevada, United States

Las Vegas, Nevada Area

• Provided technical support to end-users, leveraging broad-based expertise to handle problem identification, diagnosis, resolution, and escalation via helpdesk system, telephone, and remote support tools. Performed.
• Developed step-by-step training manuals for end-users to ensure a seamless transition following application upgrades.
• Managed team performance by training, mentoring, disciplining and motivating employees
• Adhered to established policies and standards to safely complete projects
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
• Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands

Las Vegas, Nevada Area

• Performed troubleshooting, repair, and maintenance of computer systems, hardware, peripherals, and telephony. Analyzed system requirements to efficiently isolate and resolve a wide array of technical issues.Selected.
• Systems Administrator/Website Development Analyzed computer and network related problems reported by end-users, diagnoses the most effective method to resolve the problem and implements the solution
• Installed, maintained, and troubleshoot the (LAN), data communications, PC and all peripheral equipment Website Development
• Performed equipment repair, built cables, and replaces boards and components to identify or remedy failures
• Assisted in preparation and installation of software and peripheral devicesDiagnosed and resolved software problems
• Ordered and inventoried spare parts

Orlando, Florida Area

• Performed troubleshooting, and maintenance of commercial printers and copiers. Analyzed system requirements to efficiently isolate and resolve a wide array of technical issues. Participated in large-scale upgrades and.
• Quickly learned and master proprietary applications.
• Demonstrated outstanding customer services skills, consistently receiving high rating on client satisfaction surveys.
• Recommended software solutions, built custom software proposals, prepared supporting material and developed presentations
• Removed and replaced malfunctioning components to correct hardware problems
• Engaged end users and answered questions via email, phone, website live chat and in forums

Las Vegas, Nevada Area

Directed and Managed all functions of the Information Technology Department in small Las Vegas Office Responsible for management of projects, supervision of departmental staff and propose recommendations regarding IT policy and procedures Prepare and manage the Information Technology budget for the Las Vegas Office Supervise the Desktop Technician and.

Bachelor'S Degree, Business Information Systems, 3.56

Activities and Societies: Cum Laude Member of National Society of Black Engineers Member of Sigma Beta Delta Dean’s List 2001/2002 3.56 GPA

Certificate, Financial Records, 4.0