Irene Click

• IT Support Technician with hands-on experience in installing, troubleshooting, and repairing corporate computers, software, telephones, and network equipment. Skilled in PC setup, VPN (Cisco AnyConnect) support for remote users, and resolving escalated technical issues of moderate to high complexity. Proficient with video conferencing systems (Cisco/Polycom) and managing training room systems. Collaborates effectively with end users, service desks, and network/server teams to maintain high customer satisfaction. Known for strong communication, a proactive attitude, and reliability in both office and on-site environments, supporting Northrop Grumman operations at Building 587 (Unclassified).

• Remote Team Lead overseeing 32 Level 1 help desk agents for the Oklahoma Security Commission’s unemployment benefits project during the COVID-19 pandemic. Provided leadership in daily operations, documentation, policy and procedure development, training, and quality assurance to ensure consistent service delivery and compliance with agency standards.

• IT Refresh Project Lead managing a team of 15 contractors and one full-time employee for the Walt Disney Company’s Orlando region. Oversaw daily operations, documentation, training, on/off-boarding, and quality assurance for large-scale computer refresh projects. Skilled in imaging, configuring, and deploying Windows and macOS devices using SCCM, as well as providing advanced technical support both remotely and on-site. Collaborated with Walt Disney World, ATOS, and multiple business units to ensure refresh milestones, SLAs, and software requirements were met. Monitored and managed ServiceNow tickets, produced detailed progress reports, and implemented IT service management improvements to enhance efficiency and service quality across global refresh efforts.

• Systems Administrator experienced in installing, configuring, and maintaining servers and networks to ensure optimal performance and reliability. Skilled in troubleshooting system issues, performing upgrades, managing user accounts, and safeguarding data through regular backups. Adept at sustaining network integrity, deploying secure servers, and monitoring critical infrastructure including file servers, VPN gateways, and intrusion detection systems. Experienced in managing and supporting peripheral devices such as printers and scanners to maintain seamless business operations.

• Independent Technical Consultant serving as onsite support for the St. Francis Hospital migration project in Columbus, GA, covering both Acute and Ambulatory facilities through all project phases. Coordinated hardware assessments and procurement—including workstations, carts, printers, and network devices—for a 362-bed hospital and 18 clinics. Collaborated closely with Lifepoint executives, local leadership, and third-party vendors to plan and execute deployments for a full EMR and domain conversion. Partnered with network teams on VLAN implementations and managed Active Directory tasks such as user password resets and computer domain joins. Demonstrated strong leadership, coordination, and technical expertise while traveling 100 % to support onsite operations.

• Independent IT Consultant providing comprehensive technical support for computers, servers, and local area networks. Experienced in configuring, installing, maintaining, and troubleshooting hardware, software, and network components while ensuring compliance with security policies. Provided 24/7 on-call support, managed system backups and disaster recovery planning, and guided users through software troubleshooting. Collaborated with service desks, network engineers, and administrators to resolve complex issues efficiently. Skilled in equipment testing, performance monitoring, and preventive maintenance to minimize downtime and maintain system reliability.

Independent Technical Consultant with expertise in deploying and upgrading hardware, performing software updates, and imaging workstations with data backup support. Skilled in troubleshooting PC issues, configuring DHCP and IP addresses, and ensuring reliable network connectivity. Provides hardware break-fix services for desktops, laptops, and printers, including installation of local and network printer drivers. Known for delivering high-quality customer service and technical support while traveling 100% to meet client needs on-site.

• Technical Analyst experienced in gathering and analyzing requirements, supporting software testing, deployment, and ongoing maintenance. Demonstrates strong problem-solving skills and professional independence, exercising sound judgment and initiative in defining objectives and determining effective approaches to achieve project goals.

• Help Desk Analyst providing first-level technical support for inbound calls and incident tickets, ensuring timely and professional issue resolution. Skilled in troubleshooting remote access, printers, networking, and browser-related issues while maintaining detailed documentation in ServiceNow. Demonstrates strong communication, customer service, and follow-up skills with a focus on accuracy, professionalism, and adherence to SLAs. Experienced in supporting users across the U.S. and internationally via remote assistance tools, escalating high-priority issues promptly, and contributing to continuous service improvement through knowledge documentation and dependable performance.

• IT Support Specialist responsible for installing, upgrading, and troubleshooting Kindred’s mobile device management (MDM) platforms. Ensures seamless deployment and functionality of mobile devices by providing post-setup follow-ups with clients to confirm optimal performance and user satisfaction.

• Administrative Officer providing comprehensive fiscal, legal, and clerical support to ensure efficient departmental operations. Skilled in preparing reports, subpoenas, and official correspondence for executive review. Acts on behalf of leadership in routine administrative matters, maintaining compliance with policies and procedures. Experienced in managing military personnel files, overseeing HR databases, and ensuring accurate recordkeeping aligned with legal and agency standards. Coordinates office functions, processes employment verifications and personnel updates, and prepares monthly and annual reports on staffing and legal matters.