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
Accomplished IT professional with a proven track record at Martin Marietta, enhancing system stability and compliance through agile methodologies. Skilled in IT infrastructure and critical problem-solving, I excel in fostering collaboration and mentorship, driving efficiency in support processes, and delivering exceptional user experiences. Known for flexibility and reliability in dynamic environments, ensuring project success and team alignment and committed to continuous improvement and innovation.
Overview
14
14
years of professional experience
2
2
Certifications
Work History
Lead Technologist, IS Field Services
Martin Marietta
09.2014 - Current
- Demonstrated excellent customer service and support during field visits, dispatches and remote support.
- Installed, configured, diagnosed, troubleshot, repaired and maintained a vast range of hardware and software components to ensure the smooth running of computer systems.
- Implemented plant systems upgrades to enable compatible software on all computers as required by the business.
- Procured software and hardware while managing assets in vendor databases.
- Assisted M&A team on several company mergers and acquisitions to bring new entity online with our systems.
- Led cross-functional teams to streamline service processes, integrate new technologies and enhance customer satisfaction while improving operational efficiency.
- Developed and implemented IT service delivery processes and training materials to improve staff efficiency and onboarding procedures while streamlining operations and improving response times.
- Analyzed customer feedback to identify service improvement opportunities and implement solutions.
- Led IT infrastructure projects to enhance system performance and reliability.
- Mentored junior team members in advanced technical skills and provided guidance on professional development opportunities.
- Championed continuous improvement initiatives within the IT department by encouraging open communication, collaboration, and knowledge-sharing among team members.
- Configured and maintained network devices, ensuring optimal performance and reliability by providing prompt technical support for all networking-related issues and collaborating with cross-functional teams to support network infrastructure installation and upgrades.
- Coordinated with external consultants during system migrations or expansions, ensuring seamless integration with existing infrastructure and minimal disruption to endusers.
System Engineer/IT Consultant
Premier Data Systems
02.2014 - 07.2014
- Guided clients with regard to technology and IT infrastructures that would benefit their organization.
- Advised client during selection and procurement as well as providing highly expert technical assistance while understanding their work practices and the nature of their business.
- Consulted with clients to determine requirements and scope of project.
- Planned and implemented full scale systems to include routing, switching, servers, workstations and printers.
- Resolved high volume of break/fix support on all systems.
- Maintained database of all procured equipment for all clients.
- Trained junior engineers on best practices related to system administration, providing guidance and mentorship for their professional growth.
IT Support Analyst, Level II
United Vision Logistics
06.2013 - 02.2014
- Managed a Service Desk of 3 analysts, providing technical support for user requests, procured, installed, upgraded, troubleshot and remediate computer equipment, peripherals, software, business applications, and performed preventative maintenance.
- Managed user accounts, permissions, licenses, templates and workflows.
- Enhanced & restructured company intranet to allow for posting of software updates, drivers, knowledge bases, and FAQs while integrating the ability for asset inventory management.
- Developed and documented training materials to improve staff knowledge of systems and processes.
- Trained new support analysts and mentored junior analysts, providing guidance on complex technical issues and customer interactions.
- Analyzed customer inquiries and led initiatives of process improvements to optimize system performance, resulting in reduced downtime for users, reduced ticket resolution times and workflows and increased first-call resolution rates.
- Evaluated and assisted with the development of internal software tools designed to streamline support workflows and enhance overall productivity that align with organizational goals.
- Negotiated IT vendor contracts and managed mobile device inventory, cell phone accounts, service plans, new purchases, upgrades, suspensions/cancellations, usage activity, and costs.
- Managed multiple projects simultaneously, ensuring timely completion within scope and budget constraints.
Adjunct Instructor of Information Technology
South Louisiana Community College - T.H. Harris Campus
01.2013 - 06.2013
- Prepared curriculum for: (1) Installation & Troubleshooting I & II – CompTIA A+; (2) Operating Systems - Windows 7; (3) Web Page Design - Adobe Dreamweaver; Prepared, administered, and graded exams and assignments in to evaluate student progress.
- Designed courses to advance student's understanding of PC hardware and peripherals; prepared students for industry-based certification CompTIA A+ Exam.
- Continually promote the development and effective use of skills in areas such as critical and analytical thinking, evaluation, communication, problem solving and decision-making.
- Presented enthusiastic, well prepared, organized, and clear lectures and classroom activities consistent with the course syllabus.
- Tasks
- Developed and delivered engaging course materials for diverse student populations.
- Facilitated interactive discussions to enhance critical thinking and comprehension skills.
- Assessed student performance through examinations, projects, and presentations.
- Provided academic support and mentorship to students, fostering their educational goals.
- Managed classroom effectively to maintain a positive learning environment for all students.
- Strengthened critical thinking skills through problem-solving exercises and open-ended questions.
Support Specialist I
Cardno ATC
04.2012 - 06.2013
- Provided routine technical assistance to users. Addressed questions and/or resolve computer problems for clients in person, via telephone or from remote locations.
- Installed software, network printers, and initiated file transfers.
- Trained and mentored newly hired Support Specialists.
- Optimized web tools and on-line industry resources and implement and manage web projects.
- Streamlined routine maintenance schedules on system components.
- Supported IT team as needed to resolve escalated issues.
- Provided technical support for software and hardware issues, ensuring minimal downtime for clients.
- Coordinated troubleshooting efforts across teams, improving response times to client inquiries.
- Developed and maintained knowledge base articles to enhance team efficiency and client self-service options.
- Trained new staff on system tools and customer service protocols, fostering a culture of continuous improvement.
- Led cross-functional initiatives aimed at optimizing support workflows and increasing overall client satisfaction.
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
- Server SME
- Citrix Sharefile SME
- IT infrastructure, system architecture and network infrastructure
- Hardware & Software: Installation, maintenance and troubleshooting (PCs, laptops, printers, etc)
- OS/Server: Server 2022, 2019, 2016, 2012, 2008, and 2003; Windows, iOS, Android
- Security: Virus protection, maintenance, monitoring, backup management, Disaster recovery
- Networks: Installation, maintenance and troubleshooting (routers, switches, access points, UPCs)
- Software development
- Telecommunications
Soft Skills
- Leadership, Teamwork, Collaborative and Communicative
- Self-management, Adaptability, and Resourceful
- Escalation Handling, Time management and Flexibility
- Critical problem solving with exceptional attention to detail and follow through
- Proficiency in Documentation and Reporting
- Negotiate and oversee IT vendor contracts
- Project Management
- Analytical thinking
- Business analysis
- Compliance Standards: SOC2-T1 and T2, ISO 27001, NIST, HIPAA
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 II
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
TEACHING EXPERIENCE
- Installation & Troubleshooting I & II – CompTIA A+ (INCT1100) South Louisiana Community College 01/2013 – 06/2013 Opelousas, Louisiana
- Operating Systems - Windows 7 (INCT1200) South Louisiana Community College 01/2013 – 06/2013 Opelousas, Louisiana
- Web Page Design - Adobe Dreamweaver (INCT1900) South Louisiana Community College 01/2013 – 06/2013 Opelousas, Louisiana
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