Dion Hicks has experience as a help desk engineer intern at Comcast where he troubleshot IT issues for customers and supported various hardware and software. He is currently enrolled in a one-year career development program called Year Up focused on quality assurance and software development support. Previously, he worked as a shift leader at Panda Express where he managed employees and provided good customer service.

1. Dion Hicks
624 E 43rd St Chicago, IL 60653 • (773)428-9005 • dionhicks82@gmail.com
Skills
 Software: MS Word, MS PowerPoint, Outlook, MS Office 365, MS Excel, Adobe Photoshop
 Hardware: Support and install: Modem, network card, memory, printer, scanner, webcam, wireless
desktop, external and internal hard drive, optical drive, video adapter, CPU, power supply, USB drives,
eSATA drives, monitors, hard drive recovery
Experience
Comcast Chicago, IL
Help Desk Engineer Intern February 2016 – August 2016
 Troubleshoot end user IT issues for 10-20 tickets weekly to fix issues in a timely manner using JIRA
ticketing system
 Working Tier 1 and Tier 2 tickets on Dell, Cisco, Lenovo, HP, Avaya, EMC, and Hitachi devices
 Rack, stack and cable devices that need installation and decommission devices no longer in use
 Utilize and support software programs like Excel, Outlook, Word, and Skype IM to keep device
information organized, contact team members with work flow, and to contact customers to give updates
on tickets
Panda Express Atlanta, GA
Shift Leader September 2014 – February 2015
 Managed multiple employees in food preparation in back of the house
 Provided customer service via dining room and drive thru window
 Organized end of shift cleaning and preparation for next day
 Balance register at the beginning and end of shift
 Recognized as Employee of the Month – November 2014
Education
Year Up Chicago, IL
Software Training September 2015– Present
 Year Up is a leading one-year career development program with 250 corporate partners around the
country; the program includes college-level courses, professional training, and a six-month internship
 Quality Assurance track preparing for a software development support.
 Earned 28 credits through the American Council on Education's College Credit Recommendation
Service (ACE CREDIT); relevant course work includes hardware, software, web development,
Microsoft applications and business communication.
Volunteer Experience
Market Day Chicago, IL
Box Boy October 2009– August 2012
 Stocked and created product organization
 Boxed orders for customers and carried orders to vehicles