Lyn Mouse
Summary
Motivated IT support technician seeks new position in dynamic, growth-oriented company focused on cultivating exceptional customer experience and a positive work environment. Experienced handling networking concerns, implementing new software, installing new hardware and addressing user concerns. Brings attention to detail and dedication to technical improvement in each job. Past achievements include new network architecture component selection and implementation, earning leading industry certifications and driving the achievement of departmental goals.
Overview
11
11
years of professional experience
Work History
IT Support Technician, Third Grade
San Diego City College
11.2020 - Current
- Receive help tickets from 300 users per month on campus and delegate tasks to appropriate departmental personnel.
- Provide on-phone and online support for users of the extended campus communication network to facilitate the effective operation of IT resources, improving 65% of user satisfaction.
- Deliver troubleshooting solutions to departments and console operators experiencing difficulties with the software, hardware and network connectivity.
- Implement improved assessment and analytical techniques for further achievement of identified departmental goals.
- Drive enhanced performance figures for the IT team and department to meet stated management expectations and relevant standards.
IT Support Technician, Second Grade
Ledgent Technology
09.2015 - 10.2020
- Learned from IT professionals how to meet the support needs of a fast-paced technology company serving over 100,000 clients around the world.
- Discovered innovative solutions to common and exceptional problems identified on help tickets assigned by the team supervisor and/or departmental manager.
- Communicated with company representatives and vendors to identify computer products that would support and enhance departmental and company operations.
- Assisted in the implementation of 12 new hardware and software solutions within the company to improve workflow and customer service provision.
- Provided support to users learning new technology assets to support existing operations and to make possible workflow expansion.
IT Field Support Technician, First Grade
Leidos
06.2012 - 08.2015
- Took 10 help ticket jobs daily assigned by IT supervisor and recorded ticket results for reporting and record-keeping.
- Worked closely with IT team members and supervisors to improve troubleshooting skills and situation analysis.
- Assisted 40 users per week with implementing new software and network infrastructure to ease the transition to new technology assets and planned operations.
- Supported senior technicians with complex tasks and time-sensitive achievements to meet client expectations and user needs on an identified schedule.
- Explained diagnostic findings to customers and outlined repair or service options.
Education
Master of Science - Computer Engineering
San Diego State University
San Diego, CABachelor of Science - Computer Science
San Diego State University
San Diego, CASkills
- Hardware diagnostics
- User support and troubleshooting
- Hardware diagnostics and setup
- Software installation
- Service schedule coordination
- Programming languages: Java, Python, SQL
- Attention to detail
- Conflict resolution
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
IT Support Technician, Third Grade
San Diego City College
11.2020 - Current
IT Support Technician, Second Grade
Ledgent Technology
09.2015 - 10.2020
IT Field Support Technician, First Grade
Leidos
06.2012 - 08.2015
Master of Science - Computer Engineering
San Diego State University
Bachelor of Science - Computer Science
San Diego State University
Professional Affiliations and Memberships
- California Software Professional Association - (2019)
- Association of Information Technology Professionals - (2018)
Certifications and Licenses
- HDI Desktop Support Technician Certification - (Updated 2022)
- Microsoft Certified Desktop Support Technician certification - (2021)
- Google IT Support Professional Certificate - (2019)
- Cisco Certified Network Associate (CCNA) -(2019)
Profession Relevant Skills
- Assisting users in person and remotely with hardware-related concerns.
- Utilizing technical training to resolve concerns related to software functionality.
- Providing phone and online support to users.
- Working in a team-oriented environment.
- Implementing documentation protocols into departmental operations.
- Supporting audio-visual interface with computer workstations and telecommunications technologies.
Hobbies and Interests
Outside of work, I like jogging and mountain biking along nearby trails. I also participate in park restoration and cleanup efforts to make local recreational spaces more inviting for other community members. I frequently volunteer as a dog walker at the local animal shelter, too.
Professional Affiliations and Memberships
- California Software Professional Association - (2019)
- Association of Information Technology Professionals - (2018)
Certifications and Licenses
- HDI Desktop Support Technician Certification - (Updated 2022)
- Microsoft Certified Desktop Support Technician certification - (2021)
- Google IT Support Professional Certificate - (2019)
- Cisco Certified Network Associate (CCNA) -(2019)
Profession Relevant Skills
- Assisting users in person and remotely with hardware-related concerns.
- Utilizing technical training to resolve concerns related to software functionality.
- Providing phone and online support to users.
- Working in a team-oriented environment.
- Implementing documentation protocols into departmental operations.
- Supporting audio-visual interface with computer workstations and telecommunications technologies.
Hobbies and Interests
Outside of work, I like jogging and mountain biking along nearby trails. I also participate in park restoration and cleanup efforts to make local recreational spaces more inviting for other community members. I frequently volunteer as a dog walker at the local animal shelter, too.
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