Dwon Plet

IT and Cybersecurity professional with 2+ years of experience in application support, incident management, and technical troubleshooting, supporting end users and business operations across Windows and Linux environments. Skilled in diagnosing system issues, performing root cause analysis, and documenting resolutions to ensure system reliability and operational efficiency. Hands-on experience with Active Directory, networking fundamentals, and scripting using PowerShell and Bash, with the ability to support secure and scalable IT environments.

Sales Representative - America's Best Eyeglasses - Greenwood, IN

(2024-11)

• Documented and tracked customer issues and service requests using CRM systems, supporting structured incident tracking and resolution workflows
• Troubleshot customer concerns and provided timely resolutions, applying diagnostic and problem-solving techniques relevant to technical support environments
• Collaborated with internal teams to escalate and resolve issues, improving service delivery and maintaining operational continuity

Store Market Manager - LensCrafters - Greenwood, IN

(2015-02 - 2024-08)

• Led daily operations and supervised team performance while documenting service issues and supporting process improvement initiatives
• Diagnosed and resolved technical equipment issues, minimizing downtime and maintaining consistent system functionality
• Served as escalation point for complex issues, coordinating with internal teams to ensure timely and effective resolution

Phone Repair Technician - Best Buy - Greenwood, IN

(2013-08 - 2014-10)

• Diagnosed and resolved hardware and software issues across mobile devices, supporting technical troubleshooting and repair workflows
• Performed system updates, configurations, and performance optimization to ensure device reliability and usability
• Identified root causes of technical issues and communicated solutions clearly, supporting effective issue resolution and customer understanding

IT Security & Administration (ITSA) - IT Security & Administration - My Computer College (2024-05 - 2024-12)