Summary
Overview
Work History
Education
Skills
Timeline
BusinessAnalyst

SHERNITA DIXON POWELL

Oxford

Summary

Highly skilled Help Desk Technician experienced with troubleshooting and resolving technical issues. Strong background in providing efficient and effective solutions to clients. Dedicated team player delivers great customer service.

Overview

21
21
years of professional experience

Work History

Analyst

HCL
12.2021 - Current
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
  • Ask questions to determine nature of problem
  • Walk customers through problem-solvingprocess
  • Install, modify, and repair computer hardware and software
  • Monitor daily incidents affectingusers, correct,and or initiate incident response tickets
  • Follow establishedguidelines,responds to inquiries through various methods of contacts,processing or request procedures,systems status and network connectivity,and a variety of basic to moderately complex applications and hardware /software problems
  • Records inquiries,and repair / service requests
  • Resolves or directs request to appropriate technical area or vendor
  • Tracks status and follows up to ensure client satisfaction
  • Escalates to or consults with next level support when solution is unclear
  • Reports problems with procedures and suggests improvements
  • Resolves most complex technicalissues without additionalassistance

Restaurant Owner

06.2017 - 11.2021
  • Source vendors, negotiate contracts and manage efficient deliveries of high-qualitysupplies
  • Devise, deploy and monitor processes to boost business success and increase profit levels by 10%
  • Continuously evaluate business operations to effectivelyalignworkflows for optimal customer satisfaction
  • Create and deploy successful strategies to boost restaurant performance and increase efficiency
  • Manage financial and business operations,including payroll,daily deposits, and cost controls
  • Resolve customer complaints to full satisfaction, fostering brandloyalty and maximizingrepeat business.

Police Training/ Curriculum Developer/ Supervisor

DynCorp Intl
11.2007 - 09.2015
  • Managed shared drive folder | Data entry
  • Maintaineddatabase by enteringcustomer and account information
  • Prepared source data for computer entry by compilingand sorting information
  • Processes customer and account source documents by reviewing data for deficiencies
  • Developed governmental policies,procedures,training curriculums,and lesson plans for Afghanistan
  • National Police.

Police Officer

Raleigh Police Department
02.2002 - 11.2007
  • Protects life and property through the enforcement of laws and ordinances
  • Patrols assignedareas
  • Responds to calls for police service
  • Conducts preliminaryand follow-upcriminal and traffic investigations
  • Conducts interviews
  • Prepares writtenreports and fieldnotes of investigations and patrol activities
  • Apprehends criminals and testifies in court
  • Extensive contact with outside agencies and the public
  • Specializedtrainingin Crime Prevention
  • Specializedtrainingin School Resource.

Education

Information Technology

My Computer Career
Raleigh, NC
10.2020

Criminal Justice

New Charter University
California

Bachelor of Science - undefined

Skills

  • Diagnosis and Troubleshooting
  • Client Relationships
  • Collaborative Team Player
  • Auditing Service Requests
  • Apple IOS
  • Data Connectivity
  • Troubleshooting Network Issues
  • Technical Documentation
  • Printers and Peripherals
  • Configuring Devices
  • Technical Support Triage

Timeline

Analyst

HCL
12.2021 - Current

Restaurant Owner

06.2017 - 11.2021

Police Training/ Curriculum Developer/ Supervisor

DynCorp Intl
11.2007 - 09.2015

Police Officer

Raleigh Police Department
02.2002 - 11.2007

Information Technology

My Computer Career

Criminal Justice

New Charter University

Bachelor of Science - undefined

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SHERNITA DIXON POWELL