1. DOMINIC S. SMITH
2211 Lake Park Drive SE
Smyrna, GA 30080
(404) 717-6696
smithsdom86@gmail.com
• Sr. Helpdesk analyst whose interests lie in the area of computers, software, applications,
networking and programming
o Promoted after 4 months of employment with the company at an entry level position
• Strong knack for learning and problem solving
• Exceptional ability to quickly learn, adapt and master any skill or task
• Self-motivation with the ability to work well under pressure
• Well organized and very good at multi-tasking
Software / Programs supported
 Cisco router 1841, Cisco switch 2950, Windows 7,8,10, Windows Server 2008/2012, Mac / Apple
IOS, Android, Citrix, Outlook exchange, ADP, VPN, RDP, CMC, CMAC, Windows Active
Directory, Citrix director, Proxy pro, Dameware, SCCM, VNC, VDI, VM Ware, FTP, Bomgar,
Timbuktu, Filesite, Desksite, Worksite, Edocs, Imanage, Netdocs, Worldox, Workshare, PDFDocs,
Nuance, Acrobat, Power PDF, Adobe Pro, Digital Dictation, Abbey, Network admin systems, Printer
setup / installations/ malfunctions, Time entry applications (Intapp, Carpe Diem, Kronos)
Certifications
• CCNA – 01/8/2016 # 423794170043ekdg
• CCENT – 12/28/2015 # 423654170681CLAM
• Comptia Network + N10-006 – 10/15/2015
• CompTIA A+ 3/4/16
• Expert certification in Microsoft office 2010
• Expert certification in Microsoft Word 2013
• Expert certification in Microsoft Excel 2013
• Expert certification in Microsoft PowerPoint 2013
• Expert certification in Microsoft Outlook 2013
Professional Experience
Sierra-Cedar, Alpharetta, Ga May 16 - present
Desktop Administrator
• Create / manage Active Directory user accounts and machines via Windows Server 2012.
• Create / manage Exchange Management Console mailbox, distribution lists, contacts and
permissions.
• Image and deploy Windows and Mac workstations using MDT.

2. • Manage inventory of hardware and equipment.
• Create sites and manage user accounts in Sharepoint.
• Provision accounts in Skype for business.
• Installing VPN clients.
• Administer DUO remote access user authentication.
• Configure Bitlocker Drive Encryption and Group policy settings.
• Documenting resolutions, policies and procedures.
• Troubleshooting end user issues via Remedy ticketing / management system.
Intelliteach, Atlanta, GA July 2014 – May 16 2016
Sr. Analyst
• Serve as the initial contact for troubleshooting end user remote technical issues regarding
upgrades, installations, software / hardware malfunctions, network connectivity issues and
answering general questions.
• Provide citrix troubleshooting, remote connection issues, windows active directory and password
resets, document management systems support (worksite, filesite, desksite, net documents, some
worldox), Carpe Diem admin, Intapp time admin, Adobe applications, Outlook exchange,
Windows 7, 8, XP and Mac operating systems.
• Effectively communicate with requesters in a clear, positive, and professional manner.
• Accurately diagnose client technical issues; gather the necessary information; and perform
standard, preliminary research using all relevant available resources.
• Clearly and thoroughly document requests for assistance in our ticket management
system and escalate through the appropriate channels.
Microsoft/www.alpineaccess.com, Atlanta, GA Dec. 2012 – April 2013
Customer Care Professional
• Greeting customers and providing end user remote technical support via telephone.
• Assisted customers by providing useful information to ensure customer satisfaction.
• Assisted with network connectivity issues and router troubleshooting by opening ports and
modifying MTU settings along with other basic problem solving.
• Handling customer accounts, and processing billing information.
• Building long lasting relationships with the company by empathizing and building rapport with
each and every customer.
Nestlé USA, Atlanta, GA July 2013 – Present
Retail Representative
• Assist and communicate with customers.
• Identify and act on selling opportunities and respond to competitor activities.
• Create rapport with appropriate staff members in all accounts, communicate with staff during
service calls, respond to customer requests, and maintain relationships with customers to support
selling activities.
• Execute perfect service, ensure stores set to schematic, execute promotional displays, and keep
back stock organized. Adhere to route schedule, maintain and use handhelds appropriately,
properly handle paperwork.
Education
ITT-TECH, Kennesaw, Ga June 2016-June 2017
Major: Network Systems Administrator
Courses: Client Server Networking, Physical Networking, IP Networking, Linus Networking, Email and
Web Services, Programming.

3. Georgia State University (Bachelors in progress), Atlanta, GA Aug. 2007 – 2012
Major: Kinesiology and Health
Courses completed: Business, Information Technology, Fitness Management, Athletic Training,
Advanced Biomechanics, Anatomy, Physics, Biology, First Aid, Economics and Micro
Economics