SaaS: Asana, Slack, Teams, Workspace, O365/Azure, Smartsheet, Zoom/WebEx, Adobe CC, Canva, Wix, Quickbooks, ADP, UKG, PrinterLogic, AWS, SolarWinds, Salesforce, Zendesk, ServiceNow, Dropbox/Google Drive, DocuSign, Shopify
Open To Work
Dana Hanratty
Lead Technologist, IS Field Services
Hot Springs,AR
Summary
Results-driven IT Leader & Infrastructure Strategist with 11+ years of experience directing technical operations for 70+ regional locations. Proven expert in managing large-scale enterprise environments, recently spearheading a Windows 11 modernization for 200+ assets with zero downtime.
Leveraging a unique background as an Adjunct IT Instructor, I excel at technical knowledge transfer and bridging the gap between complex system architecture and high-level business goals. Specialist in Problem Management and root-cause analysis to drive long-term system stability, optimize network performance, and significantly reduce incident volume across distributed infrastructures.
Overview
14
14
years of professional experience
2
2
Certifications
Core Competencies
- Multi-Site IT Operations: Managing 70+ regional locations, ensuring network high-availability and enterprise-wide connectivity.
- Enterprise OS Migration: Directing full-lifecycle Windows 11 deployments for 200+ assets with zero downtime.
- ITSM & ITIL Governance: Expert in Problem, Incident, and Change Management utilizing ServiceNow.
- Endpoint Management: Centralized administration via Microsoft Intune, Ivanti, and MDM protocols.
- Network Infrastructure: Implementation and troubleshooting of Cisco Meraki, Cradlepoint, and secure VPN/SD-WAN.
- Security & Disaster Recovery: Managing data encryption, backup monitoring, and robust virus protection protocols.
- Strategic Procurement: Oversight of hardware/software lifecycles, licensing compliance, and vendor relationships.
Work History
Lead Technologist, IS Field Services
Martin Marietta
Hot Springs, Arkansas
09.2014 - Current
- Strategic Problem Management: Reduced recurring technical failures across 70+ regional sites by implementing root-cause analysis and Problem Management workflows, significantly decreasing total incident volume.
- Enterprise OS Modernization: Spearheaded a mission-critical Windows 11 software refresh for 200+ computers using Microsoft Intune and Ivanti, ensuring 100% compliance and zero operational downtime.
- Infrastructure Excellence: Directed the installation and optimization of Cisco Cradlepoint failover systems to ensure 99.9% network uptime across remote and regional hubs.
- Secure Remote Operations: Elevated support efficiency by integrating BeyondTrust Remote Support, providing secure, high-speed troubleshooting for complex hardware and software issues.
- Technical SME: Serve as the Subject Matter Expert for Citrix ShareFile and Windows Server architecture, leading project planning and procurement of hardware, software, and enterprise licenses.
System Engineer/IT Consultant
Premier Data Systems
Opelousas, Louisiana
02.2014 - 07.2014
- Infrastructure Design & Implementation: Engineered and deployed robust Network Infrastructure solutions for a diverse client portfolio, specializing in Cisco firewalls, routers, switches, and high-density WiFi deployments.
- Strategic IT Consulting: Served as a primary technical advisor for SMB and enterprise clients, conducting comprehensive System Architecture audits and providing roadmaps for cloud migration and hardware lifecycle management.
- Systems Administration & Security: Orchestrated server environment builds utilizing Windows Server 2012 and Active Directory, implementing strict Group Policy (GPO) objects to enhance security and user access control.
- Advanced Support & Troubleshooting: Resolved tier-3 technical escalations involving VPN connectivity, LAN/WAN bottlenecks, and Windows SQL Server performance tuning to ensure 99.9% client uptime.
- Project Management: Led end-to-end technical projects, including multi-site hardware rollouts and Disaster Recovery planning, ensuring all deliverables met budget and timeline constraints.
IT Support Analyst, Level III
United Vision Logistics
Lafayette, Louisiana
06.2013 - 02.2014
- Service Desk Leadership: Supervised 3 analysts and served as the final escalation point for complex technical issues, providing mentorship and standardizing troubleshooting workflows.
- Infrastructure & Lifecycle Management: Directed the procurement, installation, and preventative maintenance of all enterprise hardware and business applications to ensure 99.9% uptime.
- Intranet & Asset Modernization: Engineered a restructured company intranet and integrated a custom asset inventory management system, centralizing knowledge bases and software updates.
- Process Optimization: Led Problem Management initiatives to analyze support trends, significantly reducing user downtime and increasing first-call resolution (FCR) rates.
- Vendor & Mobile Strategy: Managed IT vendor contracts and the full mobile device management (MDM) lifecycle, implementing cost-reduction strategies and service plan optimizations.
Adjunct Instructor of Information Technology
South Louisiana Community College - T.H. Harris Campus
Opelousas, Louisiana
01.2013 - 06.2013
- Curriculum Development: Designed and delivered comprehensive IT coursework covering PC hardware, peripherals, and Operating Systems (Windows 7), directly preparing students for CompTIA A+ industry certification.
- Technical Instruction: Facilitated engaging lectures and hands-on labs for diverse populations in Installation & Troubleshooting and Web Page Design (Adobe Dreamweaver).
- Skill Development: Promoted critical thinking, analytical evaluation, and complex problem-solving through interactive discussions and targeted classroom activities.
- Performance Assessment: Evaluated student progress and comprehension through the administration and grading of examinations, technical projects, and presentations.
- Mentorship & Management: Managed classroom dynamics to maintain a positive learning environment while providing academic support and mentorship to foster students' professional goals.
Support Specialist I
Cardno ATC
Lafayette, Louisiana
04.2012 - 06.2013
- Technical Operations & Support: Provided high-level technical assistance for software and hardware issues via phone, remote access, and in-person, ensuring minimal downtime for a diverse client base.
- System Deployment: Executed the installation of software, network printers, and managed secure file transfers while streamlining routine maintenance schedules for system components.
- Mentorship & Training: Onboarded and mentored new Support Specialists on system tools and customer service protocols, fostering a culture of continuous improvement.
- Web Project Management: Managed web-based projects and optimized online industry resources to enhance digital workflows and team efficiency.
- Process Optimization: Developed knowledge base articles and led cross-functional initiatives to optimize support workflows, improving response times and client satisfaction.
- Escalation Support: Collaborated with the broader IT team to resolve complex escalated issues and coordinated troubleshooting efforts across multiple departments.
Education
Associate of Applied Science - Information Communication Technology: Computer/Networking Specialist
Acadiana Technical College - T.H. Harris
Opelousas, Louisiana05-2012
High School Diploma -
Beau Chene High School
Arnaudville, Louisiana05-1997
Skills
- Project & Process: Project Planning & Management, Incident & Change Management, Problem Management, Ticketing Systems, IT Troubleshooting
- Networking & Connectivity: Cisco Meraki, Cisco Switches/Routers/APs, Cradlepoint, LAN/WAN, TCP/IP, DHCP, WiFi, RDP
- IT Operations & Admin: System/Network Administration, Computer Network Operations, Secure Network Maintenance, Hardware & Software Lifecycle
- Cloud & Identity: Microsoft 365, MS Exchange, Okta, Google Workspace, Active Directory, Group Policy (GPO), Oracle
- Endpoint & Remote: Intune, Ivanti, BeyondTrust Remote Support, TeamViewer, Autodesk, Workday
- Data & Infrastructure: Tableau, Windows Server (2003–2022), Windows SQL Server, Citrix Sharefile, Firewalls, VPN
- Support Channels: Phone, Text, Email, and Chat Support
- Emerging Tech: Artificial Intelligence (AI), Microsoft Copilot, Software Deployment
Soft Skills
- Communications: Stakeholder Management & Cross-Functional Collaboration
- Problem Solving: Critical Thinking & Root Cause Analysis
- Teamwork: Mentorship & Technical Team Leadership
- Adaptability: Change Management & Agility in High-Scale Environments
- Organization: Strategic Project Planning & Resource Allocation
- Customer Service: User Experience (UX) Optimization & Executive Support
Certification
- CompTIA Network+ (2011)
- CompTIA A+ (2012)
Timeline
Lead Technologist, IS Field Services
Martin Marietta
09.2014 - Current
System Engineer/IT Consultant
Premier Data Systems
02.2014 - 07.2014
IT Support Analyst, Level III
United Vision Logistics
06.2013 - 02.2014
Adjunct Instructor of Information Technology
South Louisiana Community College - T.H. Harris Campus
01.2013 - 06.2013
Support Specialist I
Cardno ATC
04.2012 - 06.2013
Associate of Applied Science - Information Communication Technology: Computer/Networking Specialist
Acadiana Technical College - T.H. Harris
High School Diploma -
Beau Chene High School
HONORS & ACTIVITIES
- All-Louisiana Academic Team/Academic Excellence (2012) Phi Theta Kappa Honor Society
- Outstanding Graduate Award (2012) ATC/SLCC Foundation, Academic Excellence
- Senator, Student Government Association (2010 – 2012) Acadiana Technical College - TH Harris Campus
Accomplishments
- Supervised team of 3 staff members.
- Resolved over 95% of user issues on the first contact, exceeding targets.
- Reduced system downtime by 20% through proactive maintenance and rapid response.
- Led server migration to a cloud infrastructure, saving 20% in costs and improving data recovery by 40%.
- Installed and configured network systems increasing operational efficiency by 30%.
- Developed and documented IT procedures, improving overall team efficiency by 30%.
- Mentored junior technicians, improving overall team skill and productivity.
- Orchestrated smooth data transitions during major upgrades with zero data loss.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Software
Softwares: MS Office, Seltec POS, APEX POS, BeyondTrust Remote Support, Citrix Sharefile, Ivanti
Languages
English
Native or Bilingual