Emma Louisa S. Lanza

IT Support Technician

Enteprise, Edelman Financial Engines

01.2020 - Current

Providing technical support to end users over the phone, email, or in person, and resolving technical issues related to hardware, software, and network connectivity
Installing, configuring, and maintaining network hardware and software, such as routers, switches, firewalls, and wireless access points
Installing, configuring, and maintaining print server, including Windows, Linux, and macOS.
Implementing and maintaining security measures, such as firewalls, intrusion detection and prevention systems, and encryption, to protect the organizations, including both commercial and custom-built applications
Mobile Device Management
Mobile Application Management
Configuring and maintaining mobile devices, such as smartphones and tablets, and ensuring they are securely integrated with the organization’s systems and data.
Implementing and testing backup and disaster recovery procedures to ensure the organization’s data can be quickly restored in the event of a system failure or data loss
Planning, coordinating, and executing IT projects, such as software upgrades, hardware replacements, and infrastructure migrations
Imaging and deploying Windows and Mac machines to end users.
Facilitate Onboarding and offboarding employees.
Lead in creating knowledge base articles (Confluence On-Prem and Cloud) such as step-by-step troubleshooting instructions for End Users as well as within the technical department
Appointed Lead Acquisition in 2022 to help set up newly acquired companies nationwide
Network setup, Server backup, configuration and maintenance, setup printers/scanner/fax machines
Machine deployment
Troubleshooting: Analyzing laptop, system, and network issues and taking appropriate actions to resolve them. This may include escalating the issue to Level 3 support teams when necessary
Documentation: Maintaining detailed documentation of incidents, issues, and resolutions in a knowledge base, ensuring that information is accurate and up-to-date
Communication: Communicating with end-users, service providers, and other IT personnel regarding incidents, issues, and outages
Incident Management: Managing incidents from initiation to resolution under defined ITIL processes
As an experienced IT professional, I have a strong background in working with Jira Cloud and ServiceNow ticketing services.
Build training materials/documentation for Lower level techs and Training them to various tools/applications so they are well prepared and educated.
Train New Hire Techs onboarded to the Service Desk team.