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Joy Dorsey

 

309 St. Andrews Drive    *    Augusta, GA 30001       *   (706) 267-9876      *    Joy.Dorsey@gmail.com

 

SUMMARY OF IT QUALIFICATIONS

·         Utilized technical and management skills with experience and hands-on skill in the development, implementation, and maintaining of computer systems and software applications

·         Experience in providing a high level of customer and technical support to individuals of any level of technical background

·         Able to manage change in a multi-function team environment, analyze system processes and provide effective solutions to improve internal business processes. 

·         Able to lead  and present presentations, train and lead large groups to fulfill organizational goals.

·         Able to grasp company procedures, systems and internal structural methods quickly.

EDUCATION

Georgia Southern University, Statesboro, GA, May 07                      

·         Bachelor of Science in Information Technology

·         Minor: Supply Chain Management

Concurrent employment with college studies:

·         Student Helpdesk Technician College of Information Technology Bldg (Jan 2004 - May 2007):  Provided desktop support and insured proper use of computer labs.  Managed computer labs and made sure all equipment were functioning properly, printers filled with ink and paper, and earned commendations for teamwork, flexibility and work excellence in providing IT support to students and faculty.

·         Moving Technician University Housing Department (May 2005 – Jan 2007):  Transported equipment across campus; operated 10-15 feet trucks; fulfilled work orders submitted by attending students and employees of the University.  Transferred and replaced furniture in dorm rooms; Lead team of student hires to fulfill assigned work orders.

TECHNOLOGY SUMMARY

 

Certifications:                        A+ (Certified), Network+ (Certified), Security+ (Testing Soon), CCNA (Preparing)

Systems:                   Windows 98, 2000, XP, Vista, Windows 7            

Databases:                SAP R/3, Bridgetrak, WinWaCA, Wise, Clarify,

Software:                  Microsoft Office 2002, 2003, 2007 (Word, Excel, Front Page, Outlook Exchange, Access, Project, and Visio), Windows Server 2003, Adobe Photoshop, Illustrator, Windows Active Directory,NetOps

Languages:              JAVA, HTML, SQL,

PROFESSIONAL EXPERIENCE

 

Technical Support Representative

Knology, Inc., Augusta, GA                                                                                           Feb 2010 - Present

·         Provide High speed Broadband Internet, Digital/Analog Cable, and Telephone Service technical support to Knology customers

·         Ability to consult and recommend upgradeable services

·         Provide problem solving, research, and  resolutions to subscribed customers service issues;

·         Assist 30-50 customers a day by phone

·         Troubleshoot Voice Port connectivity of Phone Lines; Provide phone support technically advising customers through home network setups with cable modems and wireless routers;

Freelance Network/Computer Consultant,

Atlanta Residential Communities, GA                                                                             Feb 2009 - Present

·         Establish/maintain relationships with clients and fulfill Technical services

·         Provide consultation services and repair/replace/upgrade computer hardware and install/update computer software upon request

·         Recommend hardware/software configuration and set up and install computer hardware and software including disk, printers, switches, related peripherals as well as wired networks in residential homes

·         Analyze current residential networks and provide solutions of improvement

·         Create network diagram plans of wired implementations customizable to their home

·         Create Cat5 cables with connectors, run wires and test network cables

·         Set-up switches and label cables according to room location in home

Technical Support Representative/Team Lead/Supervisor

Warranty Corporation of America (WaCA), Norcross, GA                                              Jan 2008 – Jan 2009

·         Served as Rep, Team Lead and Supervisor to handle escalated issues to Technical Support Reps

·         Assisted Service Solutions team with ordering parts and given responsibilities to secure financial accounts

·         Provide problem recognition, research, isolation, and resolutions dealing with customers computer/electronic products

·         Provide over 40 hours of technical support weekly and assist 25- 55 customers per work shift

·         Establish and Maintain relationships with customers and 3^rd party vendors

·         Enters all help request into a centrally tracked automated help desk system (WinWaCA and WISE);

Assistant Information Management Officer (Summer Hire Program)

United States Army, Yongsan, Republic of South Korea                                                   Jun 2001- Aug 2001

·         Assisted coordinating and managed installation/operation of equipment for Regional Video Tele-Conferences for the Program Manager.

·         Assisted in the development and installation of Cat5e cables around a golf course in Seoul, Korea

·         Led team to inventory and collect computer system information: (E.g. model #’s, Serial #’s, MAC Addresses, and Computer Locations)

·         Developed inventory database of all workstations and computer equipment used by the Telecommunication organization.

·         Lead 4-5 other summer hires with the delegating of different task throughout the summer in our assigned area

VOLUNTEER EXPERIENCE

 

IT Developer/Graphic Designer                                                                             Sept 2007 - Present

Making a Difference in the Community (Non-Profit Organization), Atlanta, GA

• Serve on the Board to facilitate and develop a technology structure for organization
• Refurbished and created a modern Logo design, business card, letterhead, and envelope templates representing the organization
• Developed a proposal to design and implement a computer lab for the organization ranging from the research and development of computer equipment, peripherals, furniture to the cost analysis, and actual design layout of computer lab.

System Admin/Graphic Designer                                                                           Nov 2007 – Present

Opening Doors Community Center (Non-Profit Organization), Douglasville, GA

• Designed Logo, Business card, letterhead, and envelope templates
• Maintained functional use of computer equipment, software and SOHO wireless network

IT Technician                                                                                                         July 2007

Georgia Southern University, College of IT Dept, Statesboro, GA

• Assisted with the removing of old computer workstations from computer labs
• Installed new and updated workstations
• Ghost software using Symantec to new work stations

TRAINING

 

CompTIA A+ Certification (08/20/2007) (Certified) (Classroom Training and Hands-On)

·         knowledge of basic hardware components of a computer, basic Network capabilities, safety, etc.

·         knowledge and experience troubleshooting, analyzing, replacing components, and repairing computers;

CompTIA Network+ Certification (01/01/2010) (Certified) (Classroom Training and Hands-On)

·         knowledge on troubleshooting and maintaining LAN/WAN networks;

·         knowledge on creating network design layouts through Microsoft Visio; 

·         knowledge of replacing network devices such as routers and switches;

·         knowledge of identifying needs and developing requirements for overall computer and network expansion providing system integrations, of network operations and configurations, network standards and protocols;

·         knowledge of securing wireless and wired networks;

Microsoft Certified Professional (08/22/2008) (Classroom Training and Hands-On)

·         understand the functions and how to navigate windows XP to maintain the security and use of the operating system;

• knowledgeable of the duties of a System Administrator in a Windows Operating System environment and proficient in the Microsoft Office applications (Word, PowerPoint, Excel, Access, and Outlook) and Windows server 2003;

IT Networking and Cisco Routing (11/09/2009-11/20/2009) (Classroom Training and Hands-on)

·         Understanding knowledge of WAN, MAN, LAN, and VLAN Network topology.

·         Understanding knowledge of the OSI reference model PDU and network design.

·         Thorough understanding of the TCP/IP protocol stack, data transmission, packet flow.

·         Data transfer sequencing, IP addressing, binary conversions and Subnet Mask.

·         Working knowledge of CISCO Hub and Switch configuration;

·         Working knowledge of CISCO routing, hardware design, and network interfacing.

·         Router configuration executables/ protocols, RIP, IGRP, BGP, OSPF, EIGRP. Serial/Ethernet cabling and connections, RG/RJ as well as 10BaseT series. Static and Dynamic routing procedures. 

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