Dayanehra Casner
Elizabeth
Summary
Resourceful IT professional with 8 years of hands‑on technical experience and 6 years as a Gateway Technician, specializing in troubleshooting, system support, and network connectivity. Known for resolving complex issues efficiently, improving system reliability, and delivering high‑quality support in fast‑paced environments. Experienced in assisting with team coordination and supporting Tier 1 technicians through mentoring, escalations, and workflow guidance. Recognized for strong communication, analytical thinking, and a commitment to maintaining exceptional service standards.
Overview
12
12
years of professional experience
1
1
Certification
Work History
ELAVON GATEWAY TIER 2
ELAVON
06.2021 - 02.2026
- Supported internal users and managed T1 team by responding to inquiries and resolving issues with computer hardware, networks, and core business applications. Isolated problems and collaborated with internal communications and vendors to ensure timely resolutions. Provided quality follow-ups and de-escalations with clear resolutions to enhance user experience. Trained new hires on escalation procedures and operational protocols. Authored new hire procedure for Learning and Development. Served as primary contact for VIP swap inbox, minimizing swap errors in tier two.
ELAVON GATEWAY TECHNICIAN
ELAVON
11.2019 - 06.2021
- Resolved merchant issues related to computer hardware and network systems through effective support. Identified and analyzed operational problems, collaborating with internal teams for resolution. Facilitated training programs for tier 1 technicians to enhance performance and teamwork. Participated in special projects focused on advancing Oracle troubleshooting capabilities.
WEB SUPPORT ADVISOR
U.S. BANK
05.2018 - 11.2019
- Handled and resolved technical challenges involving complicated products and services. Deliver remarkable customer service delivery for a range of portfolios. Trained web support and customer service representatives to improve service quality.
HEAD CLERK
KING SOOPERS
04.2014 - 05.2018
- Oversaw team of 20+ clerks to ensure operational efficiency and productivity. Handled customer escalations, providing effective solutions to enhance satisfaction. Trained new hires on company protocols and best practices for optimal performance. Participated in meetings to develop and refine training procedures and production rates.
Education
M. - Computer Engineering
CU DENVER
01-2018
HS DIPLOMA - undefined
DOUGLAS COUNTY HIGH SCHOOL
05-2016
Skills
- Technical Skills
- Gateway configuration and support
- Hardware and software installation
- System monitoring and incident response
- Ticketing systems (HEAT, ServiceCloud/Salesforce)
- VPN, DNS, DHCP, and basic networking knowledge
- Remote support tools (RDP, Bomgar, etc)
- Log analysis and escalation handling
- Documentation and knowledge‑base updates
- Professional & Interpersonal Skills
- Fast learner
- Exceptional customer service and user support
- Analytical
- Skilled in resolving complex technical issues
- Effective communication and active listening
- Team collaboration and cross‑functional support
- Experience assisting and guiding Tier 1 technicians
- Willing to adapt to challenges
Certification
In Process of Comp Tia A+ Certification
Timeline
ELAVON GATEWAY TIER 2
ELAVON
06.2021 - 02.2026
ELAVON GATEWAY TECHNICIAN
ELAVON
11.2019 - 06.2021
WEB SUPPORT ADVISOR
U.S. BANK
05.2018 - 11.2019
HEAD CLERK
KING SOOPERS
04.2014 - 05.2018
HS DIPLOMA - undefined
DOUGLAS COUNTY HIGH SCHOOL
M. - Computer Engineering
CU DENVER