Dylan Hedrick Email & Phone Number

Diamond Springs, Ca, Us

Provide on-site and remote desktop support Perform on-site moves, adds, and changes Perform desktop support for all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software Provide IT support relating to technical issues involving desktop PC’s, laptops, printers, scanners, remote access, phone systems (including cell phones), copy machines, and access to these systems Call outside vendors to open tickets and get support status updates Confirm system backups occur Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets Perform access solution support: VPN and Terminal Services Communicate with users as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages through the use of the ticketing system Work with the Service desk dispatcher to ensure requests are routed to the proper resource to be resolved quickly and efficiently Escalate service requests that require higher engineer level support Create knowledge base articles based on line of business (LOB) knowledge Follow established department procedures for documenting user problems and resolutions Carry out responsibilities and assignments in a manner that meets supervisor expectations Demonstrate the ability to complete job objectives in a timely manner Plan and organize assignments and work flow to achieve maximum efficiency Demonstrate positive behavior characteristics such as attitude, initiative, cooperation, adaptability, fairness, ingenuity, and dependability Demonstrate the ability to actively listen to user problems and convey a commitment toward finding a timely resolution of the situation Demonstrate the ability to read and interpret technical information, capable of writing documentation and training others in the use of computer use including complex subjects

Placerville, California, Us

Utilized multiple resources to determine causes and resolutions of technology problems and incidents. Provided helpdesk support and maintained records of technical support requests and resolutions. Installed and upgraded hardware, operating systems, and software with clear communication with end users throughout support process. Maintained user logins and passwords for various services. Reviewed reporting to ensure compliance and maintained IT asset inventory records. Coordinated case workflow to streamline IT department operations, including case escalations and internal guest communications.» Installed various software while maintaining correct security levels and access permissions. » Managed support tickets quickly to ensure limited disruptions to casino operations. » Inspected all supported equipment on regular basis to identify potential problems and recommend solutions for improvement. » Communicated technical information clearly to lay people.» Consulted with system users on specific needs then designating appropriate priority level and scheduling follow-up actions.» Stayed up to date on all property software to effective support users, liaising with software, hardware, or telephone vendors as needed.» Escalated issues to next level of support if tier one strategies were unsuccessful.

Served customers with professionalism, punctuality, and consistency. Quickly learned menu item and preparation procedures to exceed customer expectations. Prepared and served food and beverage with focus on connecting with customers and providing friendly, warm environment. Fostered effective working relationships with peers and supervisors. Fast learner of technology for handling payments.» Highly valued employee with ability to prioritize workload in fast-paced, stressful customer-facing role. » Achieved time and quality goals while maintaining clean prep areas and adequate supply levels.

Independently ran operations as shift lead at this organic essential oil store with large selection of organic soaps, herbs, teas, and more. Provided welcoming, friendly, and knowledgeable assistance to customers to maximize sales and customer satisfaction.» Prepared soaps, oil blends, and bath bombs, while creating new recipes and innovative mixtures. » Followed internal procedures for store management, incident management, and customer relationship development. » Utilized active listening techniques to understand customer needs and recommend products.» Maintained appropriate inventory levels and attractive merchandising.» Resolved customer complaints quickly, with mutual satisfaction.

Implement new store-wide programs at existing locationsImprove existing programs including interior renovationHandle frequent traveling in a physically demanding role