Summary
Overview
Work History
Education
Skills
Websites
Hardware & Software Experience
Timeline
Generic

Lance Douglas

Houston,Texas

Summary

Skillful IT Service Senior Analyst adeptly supporting system management and problem resolution to improve records management. Over 8 years of experience managing customer activity, addressing technical issues and maintaining system operations. Skillfully assessed operational procedures, providing hands-on experience analyzing records and investigating complex troubleshooting issues. Accomplished expert navigating latest compliance regulations and service-level agreements, maintaining strict compliance with updated standards.

Overview

10
10
years of professional experience

Work History

IT Service Senior Analyst

Cigna
03.2023 - Current
  • Provide technical support to end-users for computer hardware, software, and network related problems
  • Diagnose and resolve end-user problems; respond to escalated issues from clients and other support teams; perform triage, refer problems to associated groups
  • Troubleshoot complex/novel issues and consult with or escalate as needed to appropriate more senior team members or responsible technical teams; respond to escalated issues from clients and other support teams; perform triage, refer problems to associated groups
  • Resolve high-, medium-, and low-frequency technical issues with clients’ personal devices, such as problems with network registration and mobile device enrollment compliance
  • Assist with identifying and recommending improvements to processes, documentation, and training
  • Contribute to assessing training needs and the development of training documentation and workshops.

Technical Customer Support Associate Analyst (Team Lead)

Cigna
11.2015 - 03.2023
  • Fulfilled service request and incident from first and second level support via ServiceNow for the locations specified by the client for desktops, laptops, servers, ups backups, tablets, printers, and cell phones
  • Installed, configured, and supported monitors in single and multiple set ups
  • Supported desk side network issues and connectivity
  • Escalated service request and incident resolution as necessary, involving other 3rd party level 3 support when needed
  • Performed office moves (computers, printers, monitors, telephony and reconnect at new location; including validation of all hardware and network connections)
  • Installed standard peripheral devices and applications and escalate requests for non-standard peripherals
  • Provided in-depth support for customer requests via telephone, email, fax, or other available means of contact to the IT Support Center
  • Troubleshooted in-depth network connectivity in a LAN /WAN environment, including diagnosing issues with IP addressing, routing, DNS and/or circuit bandwidth
  • Followed standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees
  • Provided routine software and hardware troubleshooting support to employees to resolve common IT problems
  • Remained current with emerging industry trends, identify new functionality to meet business needs and foster knowledge sharing.

Helpdesk Support

NRG Energy Inc.
08.2014 - 08.2015
  • Performed in-person and remote desktop support for smartphone/laptop/tablet/desktop/printer support, including configuration of software and hardware, troubleshooting of software and hardware issues, and support of technology initiatives and projects
  • Provided technical assistance and customer support for incoming queries and issues related to computer systems, software, and hardware
  • Identified, repaired, and resolved any pc hardware or software failures within the enterprise
  • Received, documented, triaged, escalated, and responded to all customer request within acceptable timeframes
  • Led training efforts for assigned personnel and computer users across supporting business groups
  • Resolved technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

PC Support Technician – Contract

National Basketball Association (NBA)
01.2014 - 05.2014
  • Maintained Official Reviewing System for Houston’s professional basketball organization
  • Ensured all technical equipment and devices in the arena functioned properly
  • Performed hard drive swaps, refreshed laptops, troubleshot handheld devices, and upgraded systems.

Desktop Support (Tier 2) – Contract

Universal American
02.2104 - 04.2014
  • Added, removed, and updated user account information and reset passwords for active employee directory
  • Diagnosed and resolved escalated problems for users of mainframe, computers, workstations, and internet
  • Installed local area network cabling systems and equipment such as network interface cards, hubs, and switches
  • Coordinated timely repairs of computer equipment by in-house or third-party vendors
  • Supported and trained end-users in various software applications.

Education

Intro SQL, Intermediate SQL -

University of Houston
Houston, Texas

Bachelor of Science in Electrical Engineering Technology -

Prairie View A&M University
Prairie View, Texas
05.2013

Skills

  • Technical Understanding
  • Knowledge of Business Operations
  • Financial Modeling
  • Performance Monitoring
  • Analytics Program Experience
  • Client Management
  • Help Desk Support
  • VoIP Installation
  • Computer Diagnostics
  • User Support
  • Online Chat Support
  • Technical Documentation

Hardware & Software Experience

iPhones, Blackberries, Cisco VoIP & Ayava Phones, HP Local & Kyocera Commercial printers, Cisco Servers, Terminals, Mac, Lenovo, Dell, and HP Laptops & Desktops., Windows XP, 7, 8 & 10, MS Office Suite & Lync, ODBC, CyberArk, Citrix XenApp, SecureHub by Citrix, Cisco Proxy, Cisco AnyConnect, RSA SecurID, SQL, Adobe Acrobat, Nitro, Altiris, DRAA, Service Now, SAP (CRM & PPR), Cisco Secure Access Control System, and Cisco Clean Access. Cisco VPN Client, WebEx Meeting & Messaging, Skype, Zoom, Remote Viewer, Bomgar, HP Service Manager, SCCM, LogMeIn, Kaspersky Anti-Virus Software, McAfee Anti-Virus Software, Apple Macintosh OS, and Cisco Call Manager.

Timeline

Desktop Support (Tier 2) – Contract

Universal American
02.2104 - 04.2014

IT Service Senior Analyst

Cigna
03.2023 - Current

Technical Customer Support Associate Analyst (Team Lead)

Cigna
11.2015 - 03.2023

Helpdesk Support

NRG Energy Inc.
08.2014 - 08.2015

PC Support Technician – Contract

National Basketball Association (NBA)
01.2014 - 05.2014

Intro SQL, Intermediate SQL -

University of Houston

Bachelor of Science in Electrical Engineering Technology -

Prairie View A&M University

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Lance Douglas