Clay Lawless
Lexington,IN
Summary
Dedicated worker aiming to leverage my abilities to successfully fill the vacancy at your company. I currently work for Locknet as Project Coordinator. I want to use my IT knowledge and leadership skills to help your company anyway I can. All my jobs and college has given me much experience. Project coordinator has given me the confidence to manage a team successfully through major large-scale projects. Satisfying customer needs, even when the request was not feasible. Help Desk Support has given me the experience needed to successfully solve computer hardware and software problems for employees remotely through open ticket system, email, and teams. And helped me get more knowledge in Active Directory and application management. Supervisor role has prepared me for the adversity and drama that comes with the work environment, and how to succeed in running a company. Each one of these jobs has prepared me to succeed and thrive for your company.
Overview
8
8
years of professional experience
Work History
Project Coordinator
Locknet
Richmond, KY
12.2023 - Current
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Negotiated contracts with vendors and suppliers, securing favorable terms for cost-effective procurement of resources needed for each project''s success.
- Negotiated contracts with vendors to secure cost-effective services and materials, positively impacting budget adherence.
- Reported regularly to managers on project budget, progress, and technical problems.
- Analyzed project performance data to identify areas of improvement.
- Verified quality of deliverables and conformance to specifications before submitting to clients.
Technical Support
Conduent
Lexington, KY
01.2020 - 10.2023
- Configured hardware, devices, and software to set up work stations.
- Provided exceptional customer service by promptly addressing problems reported by endusers.
- Walked individuals through basic troubleshooting tasks.
- Optimized network performance through regular monitoring and maintenance.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Monitored systems in operation and input commands to troubleshoot areas.
- Secured sensitive data by establishing robust cybersecurity measures and protocols.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Eradicated security threats from laptops and desktops to ensure system integrity.
Cable Installation Technician
College Cable Runner
Lexington, KY
09.2018 - 11.2019
- Streamlined workflow processes for faster installations by carefully organizing tools, materials, and equipment prior to each job.
- Connected components to exterior cable systems and tested connections for adequate power and functional links.
- Reduced service call-backs by accurately diagnosing and resolving cable-related issues during initial visits.
- Collaborated with other workers and customers to resolve issues of deficient communications connections.
- Completed all required training courses on new cable installation techniques, equipment, and industry best practices in a timely manner.
- Assisted customers with the selection of appropriate cable packages based on their needs and preferences, maximizing value for both parties.
- Repaired and updated equipment to conform to company-wide standards.
- Improved customer satisfaction by providing efficient and professional cable installation services.
Help Desk Support Specialist
Amazon
Lexington
06.2017 - 06.2018
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
- Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
- Ensured compliance with company policies regarding data security during interactions with customers.
- Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
- Maintained detailed records of all interactions with clients, including steps taken towards resolution.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.
- Optimized workflow processes, resulting in faster ticket resolutions and increased productivity.
- Collaborated with IT team members to develop comprehensive solutions for complex problems.
- Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
- Enhanced customer satisfaction by promptly resolving technical issues and providing professional assistance.
- Walked user through series of steps to determine problem and implement likely solution.
- Responded to inquiries by phone, email and walk-up requests.
- Supervised daily configuration activities and business systems operations.
- Installed new desktop systems and migrated data to new machines.
Education
Bachelor In Economics - Business Economics
University of Kentucky
Lexington04.2017
Associate In General Science - Business
Bluegrass Community And Technical College
Lexington, KY05.2014
High School Diploma -
Henry Clay
Lexington05.2012
Skills
- Problem-solving
- Project coordination
- Time management
- Detail-oriented
Languages
Spanish
Reference
1. Kathy Anderson 859-512-8385
2. Justin Wells 859-629-2158
3. Nick Washington 859-388-4723
Accomplishments
• Most project calls completed for company 2024
• Most revenue generated for service team 2024
• Voted most improved on response times and completion of tickets 2021
• Comptia A+ certification
• Doubled company employment over 3 years
• Bachelors degree
Timeline
Project Coordinator
Locknet
12.2023 - Current
Technical Support
Conduent
01.2020 - 10.2023
Cable Installation Technician
College Cable Runner
09.2018 - 11.2019
Help Desk Support Specialist
Amazon
06.2017 - 06.2018
Bachelor In Economics - Business Economics
University of Kentucky
Associate In General Science - Business
Bluegrass Community And Technical College
High School Diploma -
Henry Clay