Damion Adams

Dedicated and results-driven Technical Analyst with 7+ years of exemplary experience in the field. Determined, detail-oriented professional capable of performing essential job duties as efficiently as possible that align with my extensive client service and support, administrative, and technical abilities. Business minded individual with a unique ability to successfully manage multiple projects simultaneously, ensuring to see through to completion.

Proven competencies as a support personal with the ability to empower others and foster cohesive business environments.

Skills: Jira, Service Now, SalesForce, Azure, Active Directory, SQL, Project Management, Project Coordinator, Agile, Customer Service, Technical Support, Help Desk Support, Data Entry, Claims Support

April 2024 – Current RaceTrac Corporation

Technical Support Analyst

• Administer and manage the imaging, deployment, performance and maintenance of company issued laptops , desktops and mobile devices
• Perform analysis, diagnostics, and resolution of hardware and software problems for end-users
• Installing, configuring, and upgrading computer hardware and software
• Assist with Onboarding process for New Hires and Re-Hire employees
• Collaborate with other IT team members to resolve complex technical issues
• Prioritize, schedule and update incidents and special projects

August 2023 – April 2024 TTEC Technologies

Senior Desktop Support Technician

• Provide support and guidance to help desk technicians to resolve customer issues in a timely and effective manner.
• Responding to complex customer issues that require a higher level of technical expertise or escalation to other teams or departments.
• Perform analysis, diagnostics, and resolution of hardware and software problems for end-users
• Installing, configuring, and upgrading computer hardware and software
• Collaborate with other IT team members to resolve complex technical issues
• Prioritize, schedule and update incidents and special projects
• Handle helpdesk tickets through multiple CRM ticketing systems (Salesforce ).

July 2022 – August 2023 Quest Media Technologies

Technical Project Coordinator

• Oversee the daily operations of the help desk team and provide guidance and support to help desk staff
• Monitor and evaluate team performance, metrics and provide feedback and coaching to help desk technicians to improve their skills and knowledge.
• Collaborate with other departments to resolve complex technical issues
• Host weekly and monthly coaching sessions on skill developmentwith help desk agents.
• Responding to complex customer issues that require a higher level of technical expertise or escalation to other teams or departments.
• Prioritize, schedule and update incidents and special projects
• Assist in in the planning and execution of various IT projects
• Generate reports and analyze help desk data to identify trends, areas of improvement, and opportunities for optimization
• Overseeing the creation and maintenance of customer support documentation, such as knowledge bases and FAQs.

July 2018 – July 2022 McKesson Corporation

Project Coordinator|Senior Technical Support Specialist

• Resolved helpdesk service calls using documented procedures.
• Manage Help Desk responsibility and resource allocation to maintain multiple users in multiple states.
• Resolved malfunctions with store associate’s application software, network, and hardware equipment.
• Create and execute SQL scripts using Oracle
• Assisted with training new hires and tenure employees
• Hosted monthly coaching sessions with tenure employees on skill development for a new software application.
• Prioritize, schedule and update incidents and special projects
• Assist in in the planning and execution of various IT projects
• Generate reports and analyze help desk data to identify trends, areas of improvement, and opportunities for optimization
• Handle helpdesk tickets through multiple CRM ticketing systems (Support Central, Salesforce, ServiceNow).

Bachelors of Social Work

Clark Atlanta University 2011-2016