Summary
Overview
Work History
Education
Skills
Websites
Timeline
Ideal Work Persona
CORE COMPETENCIES
Generic

Cameron Lawrence

Tampa,FL

Summary

Solutions-oriented Technical Support Specialist with over 7 years of experience in IT infrastructure, desktop administration, and customer-facing support roles. Proven track record in managing complex support tickets using ServiceNow and Jira, resolving high-impact technical issues, and collaborating with cross-functional teams to improve product performance. Dedicated to providing superior customer experience by acting as a technical advisor and contributing to robust knowledge base development.

Overview

7
7
years of professional experience

Work History

TSA / Desktop Expert

CareCentrix
07.2023 - Current
  • S.T.A.R. Achievement: Orchestrated the end-to-end hardware deployment and onboarding process for new hires, utilizing the Web Helpdesk ticketing system to maintain 100% equipment accuracy and reduce setup downtime by 15%.
  • S.T.A.R. Achievement: Developed and implemented a new equipment lifecycle management procedure for departing employees, ensuring secure data handling and optimizing inventory recovery rates.
  • Analyze and prioritize incoming support tickets based on urgency, providing effective resolution for complex hardware and OS-related issues.

MACD Admin

Vology
01.2020 - 02.2021
  • S.T.A.R. Achievement: Leveraged Logic Monitor and Data Loader to configure customer PCs and servers, reducing manual entry errors by 20% through automated Excel-based tracking systems.
  • Collaborated with sales and engineering teams to ensure specific configurations met individual customer needs, acting as a technical advisor for system 'Adds and Deletes.'
  • Maintained detailed documentation of server configurations to assist in future troubleshooting and knowledge transfer.

Configuration Analyst

MHK
03.2019 - 07.2019
  • S.T.A.R. Achievement: Utilized Jira to manage and execute complex software configurations for major healthcare clients (Humana, Cigna), ensuring 100% compliance with client-specific assessment requirements.
  • Identified recurring configuration bugs and provided feedback to the engineering team to drive product improvements and streamline the Mail Merge Dump process.

Education

High School Diploma - General Studies

Sumner High School
St. Louis, MO

Skills

  • Operating Systems: Windows 7/10/11, macOS, NET Framework
  • Software/Tools: ServiceNow, Jira, Salesforce, Tableau, SolarWinds, Bomgar, SCCM, RDP
  • Web/Dev: WordPress, SQL Server, SharePoint, basic understanding of Python and JavaScript
  • Networking: Port forwarding, VPN setup, Cisco AnyConnect
  • Time management
  • Attention to detail
  • Flexible and adaptable

Websites

Timeline

TSA / Desktop Expert

CareCentrix
07.2023 - Current

MACD Admin

Vology
01.2020 - 02.2021

Configuration Analyst

MHK
03.2019 - 07.2019

High School Diploma - General Studies

Sumner High School

Ideal Work Persona

  • Core Identity: The Proactive Technical Problem-Solver. A seasoned IT professional with a deep background in hardware and systems infrastructure who is transitioning into high-level SaaS technical support and customer advocacy.
  • Full-Spectrum Troubleshooting: Expert at diagnosing complex issues across hardware, OS, and software layers.
  • Ticketing Lifecycle Mastery: Advanced proficiency in ServiceNow, Jira, and Salesforce to manage high-volume ticket queues with precision.
  • Process Optimization: Experienced in developing workflows for inventory, deployment, and documentation.
  • Cross-Functional Collaboration: Proven ability to work alongside engineering and operations to resolve systemic product issues.
  • Agility & Adaptability: Rapidly learns new environments, from cloud-based infrastructure to proprietary software platforms.
  • Service-Oriented: Approaches every ticket with a 'customer-first' mindset, aiming to act as a trusted technical advisor.
  • Continuous Learner: Actively seeks to bridge the gap between hardware support and software development (e.g., Python/JavaScript).
  • A blend of Desktop Administration, Help Desk Analysis, and Technical Support spanning over 7 years.
  • Hands-on experience with remote access tools (Bomgar, RDP) and cloud-productivity suites (O365, SharePoint).

CORE COMPETENCIES

  • Technical Customer Support
  • Troubleshooting Methodologies
  • Ticketing Systems (ServiceNow, Jira, Salesforce)
  • Knowledge Base Development
  • Cross-Functional Collaboration
  • Hardware & Software Deployment
  • Remote Support (Bomgar, TeamViewer)
  • Active Directory & Office 365
  • Process Improvement

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