Aaron Lazor
Chattanooga,TN
Summary
Results-oriented Support Manager offering four years experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Support Manager
HHM
6 2023 - Current
- Lead a team of 2 IT support specialists in providing company wide technical support
- Developed and implemented IT support policies and procedures
- Instructed end-users on the severity of utilizing security protocols
- Ranging from secure file sending services to monitoring and resolving phishing attacks within the company
- Managed the deployment and maintenance of hardware, software, and ensuring maximum uptime and performance
- Coordinated with other departments to align IT support services with business objectives and improve overall system efficiency
- Provided training and mentorship to team members, fostering a culture of continuous learning and professional development
- Analyzed support metrics and generated reports to identify areas for improvement and implement strategic initiatives.
Systems Analyst
HHM
2020.05 - 2023.06
- Provided advanced technical support for a range of IT issues, including software, hardware, application and data restoration
- Collaborated with the IT team to design and deploy new IT solutions that enhanced system performance and user experience
- Assisted in the onboarding of new employees, including setting up accounts, providing training, and ensuring they had the necessary IT resources.
IT Intern
HHM
2019.02 - 2020.05
- Provided first level technical support for 300 users across 4 different offices
- Resolved N/A% of support tickets within N/A, significantly improving response and resolution times
- Managed hardware and software installations, updates, and configurations for end-users
- Documented common support issues and created knowledge base articles to assist users and improve efficiency.
Education
Bachelor of Science - BS Business General Management -
University of Tennessee at Chattanooga
Skills
Operating Systems: Windows & macOS
Software: Microsoft Office Suite
Ticketing Systems: Zendesk
Hardware: Desktop and laptop repair, printers, windows server cloud environment.
Other: Active Directory, ConnectWise.
Decisive Decision-Making
Customer Service
Quality controls
Budget Management
Teamwork and Collaboration
Office Administration
Problem-Solving
Technical support expertise
Certification
MS-900 Microsoft Fundamentals
Accomplishments
- Assisted with the successful migration of Teams Phone across the organization, improving performance and reducing downtime by 100%.
- Onboard and acquisition 2 offices
- Cleveland office
- Enhanced customer satisfaction scores by [percentage]% through the development and implementation of a [specific program or initiative].
References
Available upon request.
key achievements
- Assisted with the successful migration of Teams Phone across the organization, improving performance and reducing downtime by 100%.
- Onboard and acquisition 2 offices
- Cleveland office
- Enhanced customer satisfaction scores by [percentage]% through the development and implementation of a [specific program or initiative].
Timeline
Systems Analyst
HHM
2020.05 - 2023.06
IT Intern
HHM
2019.02 - 2020.05
IT Support Manager
HHM
6 2023 - Current
Bachelor of Science - BS Business General Management -
University of Tennessee at Chattanooga
MS-900 Microsoft Fundamentals
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