Elizabeth Schultz
Harrison Township
Summary
Dynamic Information Technology Specialist with the Department of Defense, adept at enhancing system performance and ensuring data security. Proven problem-solver skilled in IT troubleshooting and end-user support, streamlining processes and implementing automated solutions to improve efficiency. Committed to delivering exceptional service and fostering strong client relationships.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Information Technology Specialist
Department of Defense
05.2009 - Current
- Set up network profiles, security permissions and file sharing systems.
- Ensured data security, implementing encryption measures and access controls for sensitive information.
- Troubleshot complex hardware and software issues for swift resolution, minimizing downtime for affected users.
- Enhanced system performance by implementing and maintaining hardware and software upgrades.
- Streamlined IT processes for increased efficiency through the development of automated solutions.
- Controlled and managed server room, wireless network, server infrastructure, audiovisual equipment, laptops and video conferencing equipment.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Used ticketing systems to manage and process support actions and requests.
- Managed helpdesk operations, prioritizing tasks according to urgency and impact on overall business functions.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
Computer Helpdesk Technician
NCI/LESCO
01.1999 - 05.2009
- Collaborated with the cybersecurity team to promptly address and mitigate potential threats, safeguarding company data and systems from unauthorized access.
- Supported company-wide software rollouts by preparing systems, providing training materials, and offering post-implementation assistance as needed.
- Developed comprehensive knowledge base articles to facilitate quick resolution of common issues, improving overall support efficiency.
- Ensured smooth transitions during employee offboarding by securely wiping data from company devices according to established guidelines.
- Collaborated with IT team members to identify trends and develop proactive solutions for recurring problems.
- Implemented ticketing system improvements that led to more accurate tracking of support requests and faster response times.
- Managed high call volumes, prioritizing tasks to ensure timely responses and resolutions for all inquiries.
- Assisted customers with password resets and account management tasks while maintaining strict adherence to security protocols.
- Created detailed documentation outlining step-by-step procedures for common troubleshooting tasks, increasing first-contact resolution rates.
- Provided exceptional remote support to users, utilizing remote access tools to diagnose and resolve issues effectively.
- Assisted in the onboarding process for new employees by providing thorough training on company software applications and hardware equipment.
- Used ticketing systems to manage and process support actions and requests.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
Education
High School Diploma -
Sterling Heights High
Sterling Heights, MI06-1995
Skills
- IT troubleshooting
- Information security
- Problem-solving skills
- End user support
Certification
Security+
A+
Timeline
Information Technology Specialist
Department of Defense
05.2009 - Current
Computer Helpdesk Technician
NCI/LESCO
01.1999 - 05.2009
High School Diploma -
Sterling Heights High
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