Lynn Baker
Longmont,CO
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
20
20
years of professional experience
Work History
IT Support Specialist
Wipro Technologies
Longmont, CT
09.2021 - 02.2022
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Installed and supported desktop software titles and add-ons.
- Identified problems in printers, scanners and networking hardware, applying required fixes or escalating issues.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Supported new infrastructure planning and deployment to meet organizational expectations.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
IT Support Specialist
IBM
Longmont, CO
10.2010 - 09.2021
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
- Responded to or escalated tickets based on severity and internal policies governing responses.
- Communicated with customers to provide up-to-date information on incident response progress and resolution timeframe estimates.
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
- Analyzed, prioritized, researched and solved IT problems to achieve complete resolution for customers with minimal productivity loss.
- Trained and mentored new service desk personnel and managed IT portion of employee onboarding process.
- Supported and assisted less experienced technicians in resolving client issues requiring advanced or specialized expertise and experience.
- Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
Balancer
Centrobe
09.2007 - 09.2010
CNA
Decatur Health Systems
01.2002 - 08.2007
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
Education
High School Diploma -
Boulder High School
Boulder, CO06.1979
Skills
- Technical Troubleshooting
- Call Center Operations
- Verbal and Written Communication
- Teamwork and Collaboration
- Customer Service Support
- Attention to Detail
- MS Office Proficiency
Timeline
IT Support Specialist
Wipro Technologies
09.2021 - 02.2022
IT Support Specialist
IBM
10.2010 - 09.2021
Balancer
Centrobe
09.2007 - 09.2010
CNA
Decatur Health Systems
01.2002 - 08.2007
High School Diploma -
Boulder High School
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