Denedra Lacy
Fort Worth,TX
Summary
Enthusiastic individual experienced in analyzing issues on service calls and finding effective solutions. Offering engaging and pleasant personality with expertise building customer relationships. Outstanding diagnostics skills. CompTIA certified professional experienced in PC software, troubleshooting, and hardware configuration. Skilled in: providing direct/remote customer service and establishing client relations.
Overview
5
5
years of professional experience
Work History
Network Ops Technician
Randstad
1 2021 - 3 2024
- Performed maintenance and scheduled reboot of network servers
- Assessed and directed high severity outages
- Updated spreadsheets and trackers, documenting actions taken via MS Excel
- Completed other service desk tasks including network folder access, granting/removing licenses and permissions, password recovery via Active Directory, etc.
IT Support
Genpact
01.2021 - 12.2021
- Scheduling and documentation of device reimage, repair, and replacement
- Password recovery via Active Directory
- Provided resolution of various desktop and software issues; remotely and in person
- Assisting end users with proper PC setup and pushing applications when needed.
Service Desk Specialist II
Charles Schwab
04.2020 - 01.2021
- Assisted clients in navigating the Schwab.com website and resolved any issues
- Escalated calls to appropriate brokerage agents
- Helped clients regain web access to accounts by verifying web credentials.
Service Desk Technician
Parsons
08.2019 - 04.2020
- Gained certification in Knowledge Base editing, authoring and publishing
- Trained new hires on daily procedures/workflow
- Diagnosed software issues including but not limited to: MS Office, Webex, engineering systems, etc
- Provided resolution of various desktop and software issues; remotely and in person
- Made detailed documentation of resolution processes via Salesforce.
Service Desk Specialist II
T-Mobile
01.2019 - 08.2019
- Identified problems with system operations and provided potential workarounds
- Provided technical support for routine customer issues
- Triage, diagnose, escalate and resolve incidents.
Help Desk Analyst
DXC
03.2017 - 01.2019
- Provided technical support to users regarding software and hardware problems, mobile device/connectivity issues, passwords, printers, LAN/WAN, new user accounts, access requests
- Logged calls and measures taken to troubleshoot and resolve into Remedy; ensuring information was accurate, prioritized and assigned to a queue
- Assisted in the setup of MFA applications (MobilePass, DUO) on iOS, Android and Windows phones
- Resolved and/or referred more complex technical problems through a defined escalation process.
Education
CompTIA A+ Certification -
Per Scholas Institute of Technology
Dallas, TX 10.2016 - 05.2016
High School Diploma -
Kilgore High School
Kilgore, TX 05.2001 -
CCNA -
Northlake College
05.2001 -
Associate of Science -
Indiana Wesleyan University
Marion, IN 05.2001 -
Skills
Windows 11/10/7
macOS Catalina/Mojave/Sierra
Linux
MS Office 365
Active Directory
Citrix
SAP
LDAP
Symantec Endpoint
VPN (Cisco Anyconnect, Global Protect)
Remedy
RDP
VDI
Webex
Zoom
ServiceNow
Salesforce
Helpmate
Desktops
laptops
printers
docking stations
scanners
Imaging and data recovery
Middle Initial
A.
Timeline
IT Support
Genpact
01.2021 - 12.2021
Service Desk Specialist II
Charles Schwab
04.2020 - 01.2021
Service Desk Technician
Parsons
08.2019 - 04.2020
Service Desk Specialist II
T-Mobile
01.2019 - 08.2019
Help Desk Analyst
DXC
03.2017 - 01.2019
CompTIA A+ Certification -
Per Scholas Institute of Technology
10.2016 - 05.2016
High School Diploma -
Kilgore High School
05.2001 -
CCNA -
Northlake College
05.2001 -
Associate of Science -
Indiana Wesleyan University
05.2001 -
Network Ops Technician
Randstad
1 2021 - 3 2024