Brenda Lavery
Freeman,MO
Summary
Bringing experience providing responsive customer support, troubleshooting and diagnosing complex technology issues and leading projects. Commended for professionalism and adaptability in communicating with customers. Dedicated and driven to embodying the C.A.R.E.S. philosophy
Overview
13
13
years of professional experience
Work History
Help Desk Lead Technician
PNC Bank
Pittsburgh, PA
- Managed 6-person tech support team. Triaged and routed incoming tech support and help desk service calls. Monitored department schedule and managed workflow that team met SLAs for 65K+ customers.
- Team Leadership: Hired, mentored and trained tech support team, prepared performance reviews and created a positive, productive work environment.
- Administrative Management: Created Microsoft Word and Excel reporting tools to track trouble tickets, identify trends, monitor SLA metrics and prepare monthly, quarterly and annual performance reports.
- Desktop Support: Configure desktop, install software, troubleshooting hardware, software and printers.
- Remote Role
- 5+ Years of Experience
Tech Support / Voice Technician
PNC Bank
Pittsburgh, PA
09.2012 - 08.2025
- Received incoming calls and provided technical support for 65K+ PNC employees, in the US and offshore.
- Programmed Cisco phones and Avaya Agents and configured Teams phone interface. Worked with AT&T phone provider to assign, program, enable and disable phone numbers using Site Administration servers.
- Trouble Ticket Management: Received and completed an average of 10-20 daily enterprise-wide trouble tickets of varying complexity. Used ServiceNow, Active Directory and Microsoft Excel to track, schedule, monitor and prepare reports on customer support requests.
- Customer Support: Triaged internal customer issues and prioritized requests to respond in as little as 15 minutes. Met 100% of 2-day completion service level agreement (SLA) requirements.
- Communication: Built rapport and provided exceptional customer service while troubleshooting, diagnosing and resolving complex technical issues, regardless of the customer’s level of tech knowledge.
- Project Management: Led full scope of projects for an average of 3 to 6 annual projects such as opening new branch locations, relocating up to 500 employees and installing or upgrading new hardware.
- Strategic Planning: Assessed stakeholder needs for each project, defined scope, schedule and resource requirements and led up to 10-person project teams to keep 100% of projects on-time and within scope. Provided post-project follow-up and tech support to resolve any installation issues.
- Emergency Response: Provided 24/7 on-call emergency support as needed. Worked 12-hour remote shift to restore branch’s network and phone systems after an outage threatened to delay its opening.
- Remote Role
Education
High School Diploma -
Midway High
Cleveland, MOSkills
- Testing and repair
- Attention to detail
- Documentation and reporting
- Works Well Under Pressure
- Relationship building
- Written/Verbal communication
- Heavy lifting
- Customer interaction
- Customer rapport
- Extensive organizational skills
- Customer service
- Diagnostic testing
- Multitasking and organization
EDUCATION AND TRAINING
- Ongoing Training and Education through PNC Bank: Technician Security Advanced Curriculum
- Ethics Risk Management
- Software Security Training
- Maintaining Customer Privacy
- Information Security
Timeline
Tech Support / Voice Technician
PNC Bank
09.2012 - 08.2025
Help Desk Lead Technician
PNC Bank
High School Diploma -
Midway High