Lance Bowden
Lancaster,USA
Summary
Professional IT Support Engineer with robust background in providing technical assistance and resolving hardware and software issues. Skilled in network troubleshooting, system maintenance, and customer service, ensuring seamless IT operations. Strong focus on teamwork and adaptability, consistently meeting and exceeding performance targets. Reliable and flexible, aligning with evolving organizational needs and priorities.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Analyst, Internal Plant Support/ Field IT Support
TreeHouse Foods
06.2023 - Current
- Provide onsite and remote IT support for 4 plant locations (3 onsite, 1 remote), including desktops, laptops, Zebra printers, and Windows tablets.
- Imaged and deployed Lenovo laptops and desktops; handled ordering, warranty issues, and break/fix support.
- Managed Active Directory access and user account control.
- Supported the Windows 11 rollout across plant locations.
- Troubleshoot network and software issues; supported proprietary production software and autologin configurations.
- Provided remote support using Dameware and SCCM Remote.
- Liaison for Canon copier issues, coordinating directly with vendor account reps.
- Provided hands-on support for production line PCs and quality equipment such as Zebra ZD410 printers.
- Mounted and managed switch cabling and setup in IDF closets.
- Collaborated with Telecom and Network/Cisco teams to resolve infrastructure issues.
Small Business Owner / Amateur Photographer
Kissel Hill Photography
03.2022 - Current
- Photographer for Private or Corporate Events and Real Estate
- Available for Contract work or Freelancing
- Continuing to refine my photography skills and have recently upgraded my equipment to meet certain standards.
- Recent Shoots
- Warwick Educational Foundation Fundraiser Lititz, Pa (Featured in Lancaster County Magazine Aug 2022)
- David McCormick Campaign stop in Lititz, Pa
IT Support Group
Listrak
02.2021 - 06.2023
- Provide technical assistance and support for issues related to computer systems, software, phone systems, door/security access.
- Respond to requests submitted via helpdesk Software, email, in person, and over the phone.
- Create documented solutions, detailed client instructions, and other documentation as needed to assist customers with specific incidents.
- Accept escalated support incidents remotely during off-hours, including evenings and weekends
- Troubleshoot technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Assist Systems and Network Engineers with projects.
- Experienced with remote troubleshooting applications including Windows Remote Desktop
- Experienced with web conferencing technologies such as Zoom
- Knowledge of troubleshooting email delivery issues.
Service Desk Lead / Level 2 Support
Santander Consumer USA
09.2020 - 01.2021
- Supervisory Responsibilities
- Played integral part of team to hire, train and onboard for new US Service Desk Department in Wyomissing, PA
- Participated and collaborated with management on pre-live processes and improvements.
- Supervised 26 Level 1 Agents and worked to resolve issues encountered throughout the day.
- Monitor call durations of Level 1 Agents – assisting when needed.
- Participate in weekly management team calls and give guidance and suggestions for better collaboration.
- Function as an escalation point when IT Manager is unavailable
- Maintain Help Desk ServiceNow queue
- Communicate and interact with end users and internal staff to resolve IT related issues.
- Re-route tickets from Help Desk L1 ServiceNow queue to appropriate resolving groups.
- Correct and reassign tickets as needed.
- Provide feedback to level 1 Agents for improvement/training.
- Follow up on completed issues to confirm resolution with end users.
- Investigate and re-assign tickets that have come back to the Help Desk.
- Escalate all outages to the appropriate support contact or group.
- Assist other teams with research & resolution of issues.
- Level 1 daily Incident Aging Reporting
- Monitor personal inbox for occurring issues or Level 1 Agent support questions.
- Monitor group Skype, Team’s chat, addressing questions from Level 1 Agents.
- Callback for Customer Satisfaction Survey
- (Contract)
Technology Support Specialist
Alcon Vision
09.2019 - 04.2020
- Diagnose and repair hardware and software issues on client PC’s and mobile devices using approved methods and processes.
- Install hardware and software for clients.
- Complete necessary internal and client related documentation as required daily.
- Install/configure/repair network and local printers.
- Communicate and interact with end users and internal staff to resolve IT related issues.
- Interacts with a typically diverse internal and external customers and is required to interpret and communicate complex information.
- Works well in a team environment and independently.
- Accountable for ticket aging
- Positive and proactive attitude with customer’s best interest in mind
- Imaged and Deployed Panasonic Tough Books and Honeywell Handheld Scanners
- (Contract)
Technology Experience Support
EY (Ernst & Young)
02.2018 - 08.2019
Virtual Support / End User Support
KAISER PERMANENTE
03.2017 - 02.2018
- (Contract)
Sr. Desktop / System Support Admin
SAGE SOFTWARE
12.2014 - 02.2017
Technical Systems Analyst / Identity and Access/Desktop Support Administrator
WSP | PARSONS BRINCKERHOFF, INC.
12.2000 - 06.2014
Education
Technical Diploma - Computer Service Technology/Networking
Briarcliff College
01.1999
Skills
- Proactively gathered project requirements from users to implement systems, while improving productivity and effectiveness of operations
- Managed 20 nationwide LAN administrators facilitating server patch maintenance and Microsoft updates
- Excellent communication and project management skills Consistently completes projects on deadline
- Detail oriented, efficient self-starter adept at problem solving and handling multiple projects concurrently
- Team player, with great communication, negotiation, and interpersonal skills
- Knowledgeable, in Active Directory, Microsoft 365 Admin Center and Exchange Admin Center
- Supporting, Windows 10, 11 and MS Office 0365 and experience with Mac OSX
- Ticketing System, currently working with Manage Engine but previously used Service Now and Remedy
- Photography, I have been shooting photography personally and sometimes professionally for over 25 years In March of 2022, I decided to start my own small business
Certification
- Certificate of Completion CompTIA Security SY0601 Cert Prep 4 Identity and Access Management Design and Implementation (2021)
- Certificate of Completion Windows 10 Intune Device Management (2021)
- Lean Six Sigma White Belt (2017)
- Microsoft Technology Associate (MTA) (2016)
- Dell Certified Desktops and Notebooks (2016)
- ITIL v3 (2009)
- A+ MCP, MTA
Timeline
Analyst, Internal Plant Support/ Field IT Support
TreeHouse Foods
06.2023 - Current
Small Business Owner / Amateur Photographer
Kissel Hill Photography
03.2022 - Current
IT Support Group
Listrak
02.2021 - 06.2023
Service Desk Lead / Level 2 Support
Santander Consumer USA
09.2020 - 01.2021
Technology Support Specialist
Alcon Vision
09.2019 - 04.2020
Technology Experience Support
EY (Ernst & Young)
02.2018 - 08.2019
Virtual Support / End User Support
KAISER PERMANENTE
03.2017 - 02.2018
Sr. Desktop / System Support Admin
SAGE SOFTWARE
12.2014 - 02.2017
Technical Systems Analyst / Identity and Access/Desktop Support Administrator
WSP | PARSONS BRINCKERHOFF, INC.
12.2000 - 06.2014
Technical Diploma - Computer Service Technology/Networking
Briarcliff College
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