Demetrious A. Clay

Experience

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  Pomeroy IT Solutions

  Nov 2010 - Feb 2011

  Computer Technician

  Assisted with hardware and software problems, provided troubleshooting, and desktop issue resolution. Performed computer system deployment in an enterprise environment. Installed operating systems, applications, and implemented MS Active Directory domain services.

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  Sparton Electronics

  Feb 2011 - May 2012

  Technical Support

  Duty Statement: Computer and network infrastructure installation. Scope Statement: Perform hard drive imaging, install operating systems, applications, configured VLANs for company departments and configure workstation computers and Active Directory accounts.Achievement Statement: Installed new network cable infrastructure, setup IDF cabinets, configured Cisco 2950 network switches, and deployed new computer workstations for new Enterprise Resource Plan (ERP).

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  Broward Supervisor of Elections

  Jun 2012 - Nov 2012

  Systems Support Specialist

  Duty Statement: Perform maintenance and preparation of Ballot on Demand printers and Electronic Voter Identification Systems for the 2012 Primary and General Elections in Broward County. Scope Statement: Implement software upgrades and patches on Electronic Voter Identification Systems, which consist of POS “MS Windows XP Professional” machines running proprietary software for voter identification. Performed Citrix and VPN configuration and test on Laptops for backup deployment at election site. Setup, install and maintain Ballot on Demand Printers. Performed LAN/WAN configuration and connectivity testing. Achievement Statement: Served as the onsite IT tech during early voting for Primary and General election in which I built and maintained the computer network environment using current LAN/WLAN standards. Provided call center support on Election Day in which I overseen the job duties and tasks of 10 field technicians. Show less

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  Techzilla Tech Support

  Feb 2013 - Apr 2013

  It Support Technician

  Duty Statement: Provide technical support for various computer system and network related issues.Scope Statement: Responsible for answering inbound phone calls and provide technical assistance to over 25,000 end users. Access end user systems through remote sessions to troubleshoot and repair network and computer systems to improve speed, reliability, and efficiency of operation.Achievement Statement: Owned desktop and network issues to resolution. Performed maintenance of workstation computers and peripheral equipment, identified problems and provided appropriate solutions. Installed operating systems and applications and conducted technical training demonstrations to end users. Show less

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  PlumChoice

  May 2013 - Feb 2018

  IT Remote Support Specialist

  Duty Statement: Provide technical support for various computer system and network related issues.Scope Statement: Provide remote technical assistance for clients by using “Bomgar” remote support software to access the customer's computer.Achievement Statement: Created and utilized trouble tickets using “Safe Link”, documented all inbound customer calls, diagnosed and repaired various software related issues on customer PC, network configuration (LAN/WAN/WLAN), troubleshooting, and repair. Show less

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  Orangetheory Fitness

  Apr 2018 - Jun 2018

  Software Support Specialist
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  Southern Glazer's Wine & Spirits

  Jun 2018 - now

  Senior Help Desk Analyst

  * Analyze and improve knowledge database to reduce resolution times and improve contact outcomes * Analyze incident database to identify trouble patterns, and work with impacted applications and technical teams to document steps needed for improvement * Identify, troubleshoot, resolve, and document user system issues via remote tools and techniques * Install, support, configure, evaluate, maintain, monitor, and analyze systems and software in a client network environment via remote tools and techniques * Diagnose and resolve end user problems involving networking (TCP/IP, LAN/WAN, DNS, VPN, VLANs, WiFi) * Administer user and computer accounts in Active Directory Support remote user and VPN client connectivity * Use remote monitoring and management software to resolve client requests * Ensure end user devices (desktop, laptop, tablet, iPad, smart phone) are updated with the latest patches to guarantee secure and viable systems Show less