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 to, the product software and hardware customization to fit individual client needs during the site survey phase.• 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.• Actively assists with application security maintenance, event investigations, and compliance enforcement regarding installations; monitors interventions, security violations, and personnel conduct related to data security, protection, and other means, as necessary.• Customarily and regularly interacts with client upper management, including but not limited to, performing or assisting with troubleshooting, diagnosing and correcting identified hardware / software issues and assisting with trainings and demonstrations for customers.• Attends customer meetings in support of Company products and services to ensure superior service levels and customer expectations.• Routinely serves as the service contact for each assigned property and regularly makes goodwill, maintenance, and site visits and service calls.• Researches areas for potential new accounts and explains new products or services with existing customers.• Actively builds strong relationships and represents the Company with clients and business partners.

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 related tasks… • 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• Actively assists senior management with vendor performance analysis as required• Ensures all procedures and changes follow SOX and PCI compliance regulations as required• Actively communicates with development teams explaining software errors and/or recommending changes to enhance or correct programsResponsible for team and project stakeholder training, maintaining related materials and documentation, and ensuring special projects are completed timely.• Assists in conducting internal hardware and software user training or recommending external resources• Customarily and regularly directs the work and manages the personnel issues of direct report employees, including recruiting, hiring, training, scheduling, and evaluating staff, and recommending or initiating promotions, transfers, and disciplinary action• Responsible for reporting on Staffing Levels, Utilization, Call Audits, and Case Audits• Maintains a fleet of over 5,000 ATMs and Kiosks with a 95% uptime• Continuously monitor 11 MS Team chat rooms used to communicate with employees as well as other teams• Hosting and Managing the Severity meetings as needed via MS Teams

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 new copiers to replace the 130 low efficiency desktop printers. This project will save the company approximately $2 million dollars over 5 years. • 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 • Patched software and installed new versions to eliminate security problems and protect data Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed • Configured hardware, devices, and software to set up workstations for employees • Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions • Lead the Desktop Services team on project to update over 1500 systems from Windows 7 to Windows 10, resulting in a 95% success rate

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 security administration functions for user, data, and remote access. Participated in large-scale upgrades and installations. Selected accomplishments and related tasks… • 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 • Charged with staffing, performance management and reviews, coaching, mentoring, salary development and budget allocations • Worked with management team to implement proper division of responsibilities • Evaluated employee performance monthly and coached and trained accordingly, increasing quality of work and employee retention • Closely collaborated with project members to identify and quickly address problems • Developed and initiated projects, including managing costs, schedule and performance to ensure timely completion

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 accomplishments and related tasks… • 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 • Evaluated requests for PC services, developed alternate proposals, and recommended new applications • Developed system specifications, wrote and compiled support documentation and manuals • Assisted with site preparations and demonstrations • Established purpose of the website based upon the target audience • Determined website functionality • Wrote or employed scripts to obtain certain functionality • Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients Resolved issues related to operational components for Local Area Networks, Wide Area Networks,and voice systems • Installed, configured, tested, and maintained operating systems, application software and system management tools • Carefully documented technical workflows in private wiki for education of newly hired employees • Directed onsite training for business users to maximize productivity

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 installations. Selected accomplishments and related tasks… • 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• Explained technical information in clear terms to non-technical individuals to promote better understanding• Patched software and installed new versions to eliminate security problems and protect data

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 Network Administrator Monitor, manage and maintain and administer the Active Directory server environment Monitor, manage, maintain and deploy print servers Provide repair and upgrades for hardware, networks and software Install, setup and maintain appropriate software on servers Coordinate the selection and purchasing of equipment and support materials Develop and maintain an accurate inventory of all technology equipment Coordinate and provide in-service and hands-on training for staff for software applications as needed Maintain limited inventory of parts and materials

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