Rodney Clark
Folcroft
Summary
Experienced in excelling under high-pressure situations with a proven track record of effectively managing challenging work environments. Strong communication skills to convey information clearly and concisely, ensuring seamless collaboration with colleagues and clients. Exceptional customer behavior skills to consistently deliver outstanding service and foster positive relationships with customers.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Desktop Administrator
Wilmington VA Hospital
06.2024 - Current
- Provide Desktop/Laptop support for all Wilmington VA Hospital users. Perform software\hardware troubleshooting and software installs on all computers (MS office, Adobe, hospital Apps etc.).Responsible for setup and troubleshooting of all user's iPhones via Airwatch.
- Re-image Desktop\Laptops for damaged units and perform imaging for new users. Responsible for adding\deleting new user's, distribution\security groups via Active Directory. Network Printer setup and troubleshooting of all Printers.
- Help Desk Software used Service Now.
Customer Support Analyst
Comcast
11.2021 - 06.2024
- Provide technical support for Comcast Ethernet, Wireless, Security Edge, and Voice services for Comcast Small business users
- Assist Business customers with analyzing history of issues to determine if it is local Desktop/laptop or determining if it is security or network related and assist with resolving issues long term.
- Troubleshoot all Voice issues and help customers with any issues with their accounts
Help Desk Support
David's Bridal
03.2008 - 07.2021
- Provide technical support via telephone\voicemail and email for all David's Bridal stores chains and Corporate location, Supporting the following Items; iPad/ iPod support for all connectivity issues support for iPad applications issues the uninstall and re-install of iPad applications via Cisco Meraki
- Application troubleshooting for Microsoft Office/Outlook 2016, IE 10/11, Chrome, Cisco VPN connection support, wireless issues for Registers and iPads responsible for all Printing issues
- Provide Desktop and Laptop Support for all Corporate users, account setup, password resets and user verification
- Microsoft user account creation and monitor POS Registers and peripherals for the nightly closing of all U.S, U.K and Canada Stores
- Responded to support tickets within a 90% SLA timeframe to improve customer service
- Followed up on each open ticket every week to provide end-user support on systems and software
- Created and maintained a detailed library of training videos on software and hardware fixes for the Service Desk
Customer Support Analyst
Aramark Corporation
04.2005 - 03.2008
- Provide phone support to troubleshoot desktop and laptop hardware, connectivity problems, 3rd party applications and MS Office 2000/2003, provide users and groups account management, including password resets and permission verification using the Windows 2003 Active Directory Service
- Support wireless connectivity problems, including laptops and Blackberry PDAs
- Manage call escalation, coordinates with third parties to ensure successful problem resolution, while maintaining call ownership using Peregrine help desk software
Help Desk
Currency Technics & Metrics
05.2002 - 04.2005
- Provide remote and local Help Desk support for users running in a Windows 2000/IBM AIX environment, troubleshoot problems and provide first and second level phone support for all issues coming into the help desk, also provide technical support for company proprietary applications, responsible for basic Windows 2000/IBM AIX administration and perform the daily backups for the RS/6000 system
Education
Associate - Information Technology
Pierce College
Certificate -
Community College of Philadelphia
Skills
- Service ticket tracking
- Technical support
- Report creation
- Customer education
- LAN/WAN
- Technical Troubleshooting
- Application installations
- Service desk support
- Customer service
- Active Directory
- Operating systems
- VPN
- Help desk
- Application support
- DNS
- TCP/IP
- Microsoft Exchange
Certification
- HDI Certification
- Help Desk Analyst Certification
- PWO-050- Wireless Fundamentals
- MOS Excel 2016
- A+ Certification
Timeline
Desktop Administrator
Wilmington VA Hospital
06.2024 - Current
Customer Support Analyst
Comcast
11.2021 - 06.2024
Help Desk Support
David's Bridal
03.2008 - 07.2021
Customer Support Analyst
Aramark Corporation
04.2005 - 03.2008
Help Desk
Currency Technics & Metrics
05.2002 - 04.2005
Associate - Information Technology
Pierce College
Certificate -
Community College of Philadelphia
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