Spreadsheets
Donna Leis
IT Support
6433 Juliann Ct SE, Lacey,WA
Overview
23
23
years of professional experience
1
1
year of post-secondary education
Work History
Operational IT, Telecom Specialist
Health and Human Services
Austin, Texas
01.2023 - 01.2024
- Triaged, analyzed and resolved technology issues or concerns while collaborating with customers through email, phone and ticketing systems.
- Created, managed, distributed and prioritized work tickets, while creating a knowledge base for customers
- Track unresolved issues through resolution, follow up with customers, meeting deadlines
- Used remote collaboration tools to resolve issues
- Resolved problems, improved operations and provided exceptional service in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Assistant to the Regional Director
Department of Family Protective Services
San Antonio, Texas
01.2021 - 01.2023
- Main point of contact for Regional Director
- Maintained confidentiality of all communications
- Lead on special projects needed to support DFPS mission and goals
- Trained and supervised office administrative staff on day-to-day operations
- Composed divisional correspondence, invoices, credit cards and monthly reports
- Managed Regional Director calendar, set up meetings and arranged annual events
- Inventory control, records management and MS Suite office products, Teams and SharePoint
- Vendor and supply management
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Volunteered to help with special projects of varying degrees of complexity.
- Assisted coworkers and staff members with special tasks on daily basis.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Established administrative work procedures to track staff's daily tasks.
Telecommunications Specialist
DSHS
Olympia, WA
01.2012 - 01.2021
- Aided with network account and profile questions
- Devised methods and processes to analyze/evaluate problems
- Able to complete complex tasks using advanced knowledge and skills
- Promoted the development of training materials for both local and distant users
- Prepared work orders; provided input for invoicing; kept forms and records via a ticketing system
- Create and support technical documentation for training and knowledge base
- Utilized ITIL framework of best practices
- Experienced in CMDB software
- Performed preventive maintenance of telecommunications equipment.
- Installed and configured new devices and system components.
- Read blueprints and schematics to correctly place equipment.
- Researched and recommended network and data communications hardware and software.
- Worked closely with network administrators and server engineers to deliver quality service.
- Coordinated installation of new users and relocations of existing users.
- Demonstrated leadership skills in managing projects from concept to completion.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proven ability to develop and implement creative solutions to complex problems.
- Proven ability to learn quickly and adapt to new situations.
- Performed periodic system upgrades and maintenance to meet industry standards.
- Interfaced with local area network and wide area network telecommunications operations on secure compatibility and connectivity matters.
- Utilized CAD to evaluate and prepare network diagrams, site configurations, floor plans and new systems.
- Evaluated and tested software and hardware to determine compatibility with existing systems, efficiency and reliability.
- Conducted regular inspections of telecommunications systems to identify and repair any potential issues.
- Developed detailed documentation and technical manuals for telecommunications systems to comply with regulations.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
- Liaised with component vendors to properly operate and maintain telecommunications equipment.
- Monitored and performed maintenance on telecommunications systems to facilitate optimal performance.
- Implemented, developed and maintained telecommunications disaster recovery plans to guarantee business continuity.
- Provided training to customers to enhance use and understanding of network systems.
- Performed system moves and changes internally and by remote access and coordinated and prepared reports to support operation and planning of telecommunications systems.
- Prepared purchase requisitions to obtain networking and telecommunications equipment, computer hardware and software and test equipment.
- Managed and prioritized customer service requests to achieve prompt resolution.
- Installed, troubleshot, repaired and redesigned telecommunications systems to support communication and information exchange.
- Collaborated with other technicians to troubleshoot and resolve technical issues.
- Leveraged electronic testing equipment to diagnose and solve telecommunications issues and maintained records of systems performance, operations and equipment inventory.
IT Help Desk
Rogue Regional Medical Center
Medford, OR
01.2010 - 01.2012
- Respond to tech inquiries via email, phone, chat, or in person
- Helped customers through the problem-solving process
- Managing and Prioritizing help desk tickets
- Identified issues, analyzed information and provided solutions to problems.
- Resolved problems, improved operations and provided exceptional service.
- Learned and adapted quickly to new technology and software applications.
- Skilled at working independently and collaboratively in a team environment.
- Managed time efficiently in order to complete all tasks within deadlines.
Telecommunications Specialist
DSHS
Olympia, WA
01.2001 - 01.2010
- Leveraged electronic testing equipment to diagnose and solve telecommunications issues and maintained records of systems performance, operations and equipment inventory.
- Installed, troubleshot, repaired and redesigned telecommunications systems to support communication and information exchange.
- Liaised with component vendors to properly operate and maintain telecommunications equipment.
- Recommended and proposed new and advanced equipment and techniques based on performance capabilities, limitations and cost.
- Prepared purchase requisitions to obtain networking and telecommunications equipment, computer hardware and software and test equipment.
- Administered user support to over 18,000 users by implementing procedural and technical solutions to diagnose network and device problems.
- Interfaced with local area network and wide area network telecommunications operations on secure compatibility and connectivity matters.
- Performed system moves and changes internally and by remote access and coordinated and prepared reports to support operation and planning of telecommunications systems.
- Implemented, developed and maintained telecommunications disaster recovery plans to guarantee business continuity.
- Installed and configured new devices and system components.
- Coordinated installation of new users and relocations of existing users.
- Monitored and performed maintenance on telecommunications systems to facilitate optimal performance.
- Developed detailed documentation and technical manuals for telecommunications systems to comply with regulations.
- Managed and prioritized customer service requests to achieve prompt resolution.
- Provided training to customers to enhance use and understanding of network systems.
- Conducted regular inspections of telecommunications systems to identify and repair any potential issues.
Summary
Experienced installation and repair technician with work history setting up, repairing, and configuring telecommunications equipment. Talented at building relationships with customers and solving problems with little oversight. Excellent communication and planning skills. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance. Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Education
No Degree - Business Management
National American University
Georgetown 01.2012 - 09.2012
Skills
- Disaster recovery planning
- Network performance monitoring
- Cybersecurity best practices
- Customer support experience
- Equipment replacement
- Problem-solving aptitude
- Technical troubleshooting
- Configuring equipment
- Troubleshooting and diagnosis
- Time management
- Educating customers
- Technical communication
- Documenting activities
- Configuring devices
- Installing equipment
- Problem-solving abilities
- Effective communication
- Project management
- Analytical skills
- Preventive Maintenance
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 10 in the development of Teams Telecommunications implementation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteImportant To Me
Personal development programsHealthcare benefitsWork-life balanceQuote
It is never too late to be what you might have been.
George Eliot
Software
Database management
Presentation Software
Office productivity software
Email and calendar management
Operating Systems
Design Skills and Creative Computer Skills
Project Management
Languages
English
Full Professional
Interests
New Technology - Artificial Intelligence
Robotics
Timeline
Operational IT, Telecom Specialist
Health and Human Services
01.2023 - 01.2024
Assistant to the Regional Director
Department of Family Protective Services
01.2021 - 01.2023
No Degree - Business Management
National American University
01.2012 - 09.2012
Telecommunications Specialist
DSHS
01.2012 - 01.2021
IT Help Desk
Rogue Regional Medical Center
01.2010 - 01.2012
Telecommunications Specialist
DSHS
01.2001 - 01.2010
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