DURANT RATCLIFF JR
GREENSBORO
Summary
Versatile IT professional with hands-on experience in computer repair, server installations, and cybersecurity fundamentals. Proven ability to troubleshoot complex hardware/software issues, configure networks, and manage system security using Windows and Linux tools. Strong foundation in identity access management, threat detection, and endpoint protection. Adept at communicating technical solutions clearly to users and stakeholders. Eager to contribute to secure, efficient IT environments while continuing to grow in cybersecurity.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Remote Extern
IXLayer
- Market Research and Analysis: Gained expertise in analyzing and comparing complex products within the pharmaceutical industry.
- Strategic Thinking: Learn how to translate research findings into strategic recommendations that drive business decisions.
- Presentation Skills: Develop the ability to present research insights effectively, an essential skill in any professional setting.
Dynamic Server Technician
WorldWide TechServices
01.2023 - Current
- Certified in Dell Computer repairs and server replacement
- Certified in Lenovo Computer repairs
- Provide customer support for designated equipment
- Accept and deliver all service calls assigned within the established service level agreement for each client
- Meet established customer service satisfaction criteria as outlined in established guidelines and policies
- Complete all administrative tasks associated with each call as documented in established policies and guidelines
- Complete real-time reporting of all calls as documented in established policies and guidelines
- Follow various established policies, guidelines, and documents relating to the successful delivery of service for each client
- Ensure control of assets and inventory through prompt turnaround of parts and equipment as required by client service agreements
- Report all activity in an accurate and timely manner
- Understand all Safety policies and guidelines and work within the guidelines of policies daily
Service Advisor
General Motors
01.2014 - 01.2023
- Creating work orders, estimating costs, and obtaining customer approvals
- Keeping customers updated on repair progress and coordinating with technicians
- Maintaining service records and ensuring accurate billing
- Assist the Service Manager with reviewing daily activities and expectations to be met for the service team. Example: Customer Index Scores, Time Keeping, Training to Improve, role-playing with the team, and anything else to meet dealership expectations of the department
- Collaborate with the service team to ensure a seamless customer experience.
Education
Bachelor in Applied Science - Information Technology
North Carolina A&T
01.2028
Associate of Science - Information Technology: Computer Programming
Guilford Technical Community College
Greensboro, NC05-2025
Skills
- Vulnerability Assessment
- Incident Response and Handling
- Software Maintenance
- Analytical mindset
- Team collaboration
- Verbal and written communication
- Administrative assistance
- Research and analysis
- Conflict management
- Data entry
- Compliance monitoring
- Risk management
Websites
Certification
- C++
- Google Data Analytics Certificate
- TestOut PC Pro: Computer software & Operating systems
- Information Technology: Computer Technology Integration
- Amazon Web Services
- AWS Academy Cloud Foundations
- AWS Academy Introduction to Cloud
Timeline
Dynamic Server Technician
WorldWide TechServices
01.2023 - Current
Service Advisor
General Motors
01.2014 - 01.2023
Remote Extern
IXLayer
Bachelor in Applied Science - Information Technology
North Carolina A&T
Associate of Science - Information Technology: Computer Programming
Guilford Technical Community College