Set Dodson
Information Technology Support at Maureen Joy Charter School- Claim this Profile
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Spanish Elementary proficiency
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English Full professional proficiency
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German Elementary proficiency
Topline Score
Bio
Credentials
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Associate - Converged Systems and Hybrid Cloud
Dell EMCNov, 2018- Nov, 2024 -
Information and Storage Management (EMC-ISM)
Dell EMCJun, 2018- Nov, 2024 -
EMC Academic Associate, Cloud Infrastructure and Services (DECA-CIS)
Dell EMCJun, 2017- Nov, 2024 -
Career and Technical Education Concentrator Certified
Association for Career and Technical EducationApr, 2013- Nov, 2024 -
Cisco Certified Entry Network Technician
CiscoDec, 2014- Nov, 2024 -
Cisco Certified Network Associate
CiscoMay, 2015- Nov, 2024
Experience
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Maureen Joy Charter School
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United States
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Education Administration Programs
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1 - 100 Employee
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Information Technology Support
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Feb 2021 - Present
o Prepared and troubleshooting Macbooks for customerso Answered service request from customers (Staff, Parents, Teachers, Students)o Tested hardware functionality on a variety of IT equipmento Installed Mac OS on Macso Prepared and troubleshooting iPads for customerso Installed software for customer such as drivers and applicationso Troubleshooted Google Chromebook issueso Documented processes such as step by step instructions on best practiceso Worked with buyback institutions to sell out-of-date equipmento Troubleshooted hotspot networking issueso Logged IT equipment for inventoryo Determined best services for IT purchasingo Prepared IT carts in classrooms, creating best cabling schemes for cable management and scalabilityo Worked with hardware replacement companies to replace defective IT equipmento Maintained and troubleshooted projectors and document cameraso Troubleshooted IT networking issues for end user deviceso Assisted customers with connecting devices to appropriate LANso Assisted with deciding appropriate amount of host IP addresses to decide if new LANs need to be createdo Kept up to date with new security CVEs to ensure that customers and their applications were protectedo Troubleshooted Google Chrome tabletso Set up network printers for customers to connect to remotely via LAN
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VCE
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United States
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IT Services and IT Consulting
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200 - 300 Employee
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Technical Support Engineer Level 2
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Jul 2020 - Feb 2021
Delivers solutions that enable clients to maximize returns on IT investments, drive efficiencies and reduce costs. Working with highly skilled technical advisors.o Effectively communicated procedural and technical issues to internal and external customers in a fast paced and customer critical environment.o Interfaced directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution.o Maintained a closed-loop "communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status". o Managed own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers. o Validated technical information and issued early warningso Actively listened to customer needs, and strived to resolve technical issues quickly, without sacrificing accuracy.
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VCE
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United States
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IT Services and IT Consulting
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200 - 300 Employee
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Technical Support Engineer
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Jun 2018 - May 2020
Provides support product support for converged infrastructures such as the vBlock and VxRail families. This entails troubleshooting virtualization, computer networking, and storage related product issues.o Identified and resolved issues affecting customer client systemso Monitored and tracked issues to ensure accurate resolutiono Used troubleshooting techniques and tools to identify technical defects/issueso Performed case management functions to keep cases up to date and accurateo Identified, researched, and documented unique recurring customer problemso Provided timely responses to customer escalationso Assumed a proactive role in technical support call avoidance by identifying known problems and documenting resolutionso Identified issues, investigated root causes, and recommended solutions to enterprise problemso Applied diagnostic techniques as necessary and kept the customer informed throughout
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New Hanover County
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United States
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Government Administration
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700 & Above Employee
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IT Support Specialist (Contract)
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Dec 2017 - May 2018
o Displayed routine knowledge of Operating Systems administration, Ethernet networks, mobility, and wireless conceptso Provided knowledge and application of computer security principles and best practiceso Coordinated system security to include assigning user's appropriate identification information, adding and deleting users as necessary, assessing individual access needs and making system changes, and troubleshooting system access issueso Provided end-user support for computer applications which include accounts administration, designing and generating various reports, creating back-up copies of data sources, and loading new data into systemso Assisted with creating and maintaining documentation as well as developing new technology standardso Assisted with making purchase recommendations for computer hardware and softwareProvided consistently excellent customer serviceo Monitored hardware, software, and telecommunications equipment to include installing, upgrading, and patching applications, configuring programs to meet end-user needs, troubleshooting issues, and reviewing usage reportso Served as a consultant to department heads and staff by assessing needs and recommending appropriate hardware and softwareo Trained end users on use of applications and hardwareo Diagnosed and resolve problems reported through an eticket systemo Maintained organizational Service Level Agreements (SLA's) by communicating and documenting incident or service request information within the ticketing systemo Maintained a positive and proactive attitude, with a 'can-do' mentalityo Completed special computer projects as assigned
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Blue Cross NC
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United States
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Insurance
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700 & Above Employee
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Information Security Analyst Associate (Contract)
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Aug 2017 - Sep 2017
o Worked on the Identify and Access Management team (IAM), setting up meetings with managers and resource owners to discuss editing resource owner files descriptions into business speak. Files with updated descriptions are to be implemented into RSA. o Contributed to editing active directory information for future automation.o Worked tickets using Triole for Service (TFS) to provision access to internal employees. o Worked on the Identify and Access Management team (IAM), setting up meetings with managers and resource owners to discuss editing resource owner files descriptions into business speak. Files with updated descriptions are to be implemented into RSA. o Contributed to editing active directory information for future automation.o Worked tickets using Triole for Service (TFS) to provision access to internal employees.
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Blue Cross NC
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United States
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Insurance
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700 & Above Employee
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Blue Cross Blue Shield Enterprise Information Security Intern
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May 2017 - Jun 2017
A variety of operational tasks on the threat, and vulnerability management (TVM) team and a variety of project tasks on identity and access management team in the information security department. A variety of operational tasks on the threat, and vulnerability management (TVM) team and a variety of project tasks on identity and access management team in the information security department.
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East Carolina University
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United States
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Higher Education
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700 & Above Employee
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East Carolina Pirate Technical Support
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Feb 2017 - May 2017
o Assisted students in a support environment by accepting tickets and phone callso Assisted students in troubleshooting WiFi and network issues for MAC and PC o Installed Mac and PC Operating systems along with up-to-date applications o Assisted students in troubleshooting Mac and PC hardware and software issueso Cleaned malware on students’ Mac and PCs along with replacing any dysfunctional hardware
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Lab Monitor for IT Security Fundumentals
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Aug 2016 - Jan 2017
Implementing, practicing, and learning the fundamentals of network security inside and out to better assist students in the completion of their labs. Labs included implementation and troubleshooting of computer networks and information security principles, devices, and applications.
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Education
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2013 - 2017
East Carolina University
Bachelor's Degree, Information and Computer Technologies
Community
