Emily Edwards
Clyde,NC
Overview
13
13
years of professional experience
Work History
Lead IT Support Analyst
Haywood Regional Medical Center
Clyde, NC
04.2023 - Current
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Resolved technical issues identifying solutions and providing technical support by phone, email and desktop sharing.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Documented user information, issue details and solutions on service tickets and closed tickets upon resolution.
- Gathered information from end-users to troubleshoot, diagnosing hardware and software issues.
- Documented internal processes and support procedures and compiled information into manuals for use in new hire training.
- Handled password resets, software updates and application issues promptly, escalating critical problems to appropriate resources.
- Regularly maintained, updated and upgraded software and hardware to maximize uptime.
- Documented and tracked cases in system, updating details for repeat support requests.
- Collaborated with internal business partners to determine problem-solving strategies and maintain caller satisfaction.
- Identified and remedied root causes of system malfunctions.
- Assessed end-user needs to implement new or modify existing software and systems to achieve IT objectives.
- Backed up data to prepare for disaster recovery and allow for data restoration.
- Assisted users with downloading firmware updates and setting up antivirus software.
- Responded to user inquiries about hardware and software, explaining features and resolving questions.
- Identified and resolved issues to maintain connectivity and minimize downtime.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Utilized enterprise desktop management tools to remotely assist others and deploy software.
- Monitored and troubleshot IT infrastructure for operating issues, identifying failures and degradation.
- Collaborated with cross-functional teams on projects related to analytics initiatives.
- Identified needs of customers promptly and efficiently.
- Set specific goals for projects to measure progress and evaluate end results.
Lead Machine Operator
Pactiv Evergreen
Canton, NC
02.2017 - 04.2023
- Set up machines for various jobs to maintain compliance with manufacturing thresholds and waste reduction initiatives.
- Detected work-piece defects and machine malfunctions, maintaining apparatus to prevent future issues.
- Documented daily production data and submitted accurate time logs to keep management up-to-date, using OptiVision.
- Established and adjusted feed rates and cutting parameters to keep operations in line with production demands.
- Read and understood blueprints, product specifications and tooling instructions to plan correct operational sequences and prevent materials waste.
- Selected proper cutting tools, calculating parameters to manufacture components and parts.
- Maintained assigned equipment and performed daily inspections to increase equipment longevity and cut costs.
- Fastened and adjusted jigs and stops on machine tables to facilitate positioning of materials.
- Operated various measurement and quality gauges to inspect pieces after production completion.
- Measured and inspected finished products for defects and compared to work instructions for accuracy.
- Oversaw machine operation to identify defects or malfunctions, making adjustments as necessary.
- Trained and monitored new employees to teach techniques and procedures.
- Loaded and set up equipment for daily machine operation.
- Checked raw material levels to maintain adequate stock for upcoming work.
- Promoted worksite safety by identifying and mitigating hazards.
Lead Machine Operator
Low & Bonar
Enka, NC
08.2011 - 12.2016
- Set up machines for various jobs to maintain compliance with manufacturing thresholds and waste reduction initiatives.
- Fastened and adjusted jigs and stops on machine tables to facilitate positioning of materials.
- Used bolts, shackles and clamps to connect pulleys and blocks to fixed overhead structures.
- Measured and inspected finished products for defects and compared to work instructions for accuracy.
- Oversaw machine operation to identify defects or malfunctions, making adjustments as necessary.
- Removed and replaced worn machine accessories to keep products within desired tolerances.
- Read diagrams and work orders to coordinate machine schedule.
- Trained and monitored new employees to teach techniques and procedures.
- Loaded and set up equipment for daily machine operation.
- Checked raw material levels to maintain adequate stock for upcoming work.
- Promoted worksite safety by identifying and mitigating hazards.
- Documented daily production data and submitted accurate time logs to keep management up-to-date, using OptiVision.
- Detected work-piece defects and machine malfunctions, maintaining apparatus to prevent future issues.
- Inspected or evaluated workplace environments, equipment or practices to verify compliance with safety standards and government regulations.
- Trained new employees in proper safety procedures to minimize accidents with proper behaviors.
Education
Associate of Applied Science - Information Technology
Eastern Gateway Community College
Steubenville, OH05.2023
Associate of Applied Science - Early Childhood Education
Haywood Community College
Clyde, NC06.2007
Skills
- Software Licensing
- Client Relationship Building
- Hardware upgrades
- Cost Analysis
- Software Installation
- Mobile Device Management
- System Configuration
- Asset Management
- User Training
- End-user support
- Software Updates
- Device configuration
- Confidential data management
- Task Prioritization
- Project Management
- Troubleshooting and Maintenance
- Technical Support
- Active Directory
- Help Desk Software
- Organizational Leadership
- Customer Support
- Incident Management
- Hardware diagnostics
- Remote Support
- Onboarding
- Application installations
- Application support
Timeline
Lead IT Support Analyst
Haywood Regional Medical Center
04.2023 - Current
Lead Machine Operator
Pactiv Evergreen
02.2017 - 04.2023
Lead Machine Operator
Low & Bonar
08.2011 - 12.2016
Associate of Applied Science - Information Technology
Eastern Gateway Community College
Associate of Applied Science - Early Childhood Education
Haywood Community College