Download PDF

Danielle Boyd

Improving IT Efficiency Now

Work experience

Oct 2013Sep 2014

Helpdesk Analyst

O'Berry Neuro-Medical Treatment Center
  •  Provided remote and desktop support for over 450 end users’ by computers via LANDesk remote management system Responded to tickets by providing Level 1-3 support for hardware and software issues via phone and in person as needed Supported all Microsoft applications (Windows 7, Word, Outlook, Excel, PowerPoint, etc.) and provided hardware support and installing during Windows 7 upgrade also support older visions of Microsoft during the update process 
  • Confirmed and improved existing programs objectives and specifications by studying user objectives, testing compatibility with existing hardware, comparing programs with established new policies and procedures, recommended changes, and made modifications
  • Placed software and hardware into production by loading software into computer, (installing new motherboards, scanning for any errors, installing a hard drive, installing all necessary software like LANDesk, Active Dicertory, Printer Access, verifying the tcp/ip is on the network, installing McAfee Security, and setting admn rights) establishing connections, and entering necessary commands.
  • Maximized use of hardware and software by training users, interpreting instructions, and answering questions. Maintained system capability by testing computer components Prepared reference for users by writing operating instructions 
  • Maintained client confidence and protects operations by keeping information confidential
  • Maintained professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies
  • Organized, updated, and maintained an accurate inventory log Confirmed and improved existing programs objectives and specifications by studying user objectives, testing compatibility with existing hardware, comparing programs with established standards, recommending changes, and making modifications
Oct 2008May 2013

Technical Customer Service Representative

  • Team Lead “go-to” person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees
  • Provided computer help desk support via telephone communication also via LANDesk. Strove for quick complaint resolution and was commended by supervisor for the ability to resolve problems on the first call and avoid escalation of issues
  • Performed diagnostics and troubleshot system issues/errors while documenting help desk tickets/resolutions Implemented effective customer satisfaction strategies by identifying root cause of problem.Providing Exceptional Service ... Building Loyal Relationships ... Solving Problems ... Increasing Sales
Jan 2001Feb 2006


  • Supervised teams of 10-14 employees during inventory counts
  • Organized and completed inventory counts in multiple locations simultaneously
  • Assisted with the interviewing and training of new hires
  • Scheduled inventory counts for new and existing customers
  • Supported “Loss Prevention” in recovery of missing inventory
  • Maintained a high level of confidentiality in all duties while providing excellent communication skills & building customer relations
  • Built positive relationships with clients thus gaining their trust and confidence
  • Established and managed flow plans for inventories to ensure productivity and accuracy standards were met
  • Acted as liaison between team members and store personnel
  • Trained or assisted in training team members to help improve accuracy and productivity
  • Completed the Team Leader Certification program



Fayetteville State University

Wayne Community College
President for two terms of the Criminal Justice Club


Active Directory
Software Installation
Process Improvement
Call Centers
Program Management
Team Leadership
Computer Hardware
Customer Satisfaction
Customer Service
Internet Services
Oracle Applications
Conflict Resolution
Corporate Trust
Customer Oriented
Customer Service Representatives
Inventory Management
Computer Network Operations
Router Configuration
Wireless Networking
Supervisory Skills
Technical Support
Public Speaking
Microsoft Word
Microsoft Excel