Lance Gibson
Milton,WA
Summary
Dynamic IT professional with a proven track record at Zenith Dental IT, excelling in remote support and troubleshooting. Demonstrated leadership in resolving over 3,350 issues with a 98% SLA satisfaction rate. Skilled in IT security and customer support, driving process optimization and enhancing operational efficiency across diverse environments. Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
12
12
years of professional experience
4
4
Certifications
Work History
Helpdesk Level 2 Engineer
Zenith Dental IT
Milton, WA
02.2023 - 07.2025
- Provide full range of remote IT support for a variety of dental hardware and software for over 280 Dental offices Nationwide.
- Deliver exceptional support using remote access tools to troubleshoot (TS) and repair computers, servers, routers, switches, and dental devices on 4500+ PCs.
- Ensuring business continuity while maintaining a secure environment while minimizing downtime.
- Communicate and work with office employees to TS IT issues that require hands-on to assist in problem resolution.
- Install and configure new computers, applications, dental hardware drivers, printers, scanners, and credit card terminals.
- Create knowledge base articles to reduce research for configuring various applications and expedite future installs by 50%.
- Create user e-mail accounts using MS365 and managed user’s access to Teams and various other Microsoft products.
- Perform PCI DSS scans for offices to ensure security compliance so, offices can process patient credit card payments.
- Create domain accounts, shared folders, remote access accounts to access office PCs remotely and test remote access.
- Closed the highest number of support tickets on the team, resolving 3350+ issues with 98% on time SLA satisfaction rate.
- Liaison with third party vendors to upgrade and troubleshoot management systems, software and hardware as needed.
- Managed IT infrastructure for dental practice systems and software.
- Provided technical support for hardware and software issues.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Reviewed technical drawings developed by CAD technicians and drafters.
Senior IT Support Services Technician
RGN Networking
Milton, WA
08.2016 - 10.2022
- Provide a full range of IT support to 40+ businesses in a variety of industries (finance, health, automotive, legal, real estate).
- Delivered exceptional on-site and remote support service, troubleshooting and remediation to keep businesses operational.
- Troubleshoot, install, upgrade and repair desktops, laptops, servers, network devices, printers, hardware, and software.
- Spearhead security of business systems.
- Apply vulnerability and security patches to ensure 100% compliance.
- Configure new hardware and software in accordance with business requirements. Increasing work performance by 25%.
- Develop and maintain a working knowledge base to troubleshoot IT issues and reducing problem research by 50%.
- Lead third party software support coordination for business specific software applications and requirements.
- Installed and configured hardware and software for client systems.
- Provided technical support to users via phone and email.
- Troubleshot network issues to ensure smooth connectivity for users.
- Documented processes and procedures for internal knowledge sharing.
- Provided technical support to customers, troubleshooting hardware and software issues.
- Conducted research into a wide range of computing issues as required.
- Responded quickly to emergency situations as needed.
- Assisted users with network connectivity issues.
- Implemented security measures to protect against unauthorized access to data or equipment.
- Resolved customer inquiries via phone or email in a timely manner.
- Created user accounts in Active Directory environment according to company policies.
- Configured printers, scanners, copiers for local area networks.
- Provided remote assistance using remote desktop tools such as TeamViewer or LogMeIn Rescue.
- Ensured compliance with applicable industry standards regarding safety protocols.
- Conducted remote desktop support sessions to assist users with computer related problems.
- Troubleshot hardware and software issues with PCs and laptops.
- Performed system backups and restores on user's computers.
- Installed operating systems and applications on computers.
- Provided technical support for hardware and software installations, upgrades, troubleshooting, and maintenance.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Served as first point of contact for incoming technical service calls and emails.
- Developed and maintained strong relations with customers to meet quality expectations.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Maintained up-to-date case documentation for future reference.
- Assisted in the development and updating of technical documentation and support guides.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Managed the configuration and setup of customer accounts and systems.
- Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Conducted remote diagnostics to identify and solve technical problems.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
Technical Services Manager
University of Puget Sound
Tacoma, WA
02.2010 - 06.2016
- Create, test, and upgrade computer images for computer systems across the entire university.
- Maintain images for faculty, staff, campus library, public kiosks, software developers, and student labs.
- Modernize image deployment and patching process using KACE and Microsoft SCCM.
- Manage technicians and personally conduct onsite repairs as needed with a 100% fix rate within SLA requirements.
- Direct and coordinate IT requests from campus departments, maintenance calls to troubleshoot, isolate and repair problems with hardware, software, printers, scanners, VOIP phones and peripheral devices with a 100% SLA rate.
- Utilize Microsoft SCCM to inventory software and validate security posture of all campus domain computer systems.
- Manage computer asset inventory, tracking over 1600 Windows and Macintosh laptops, desktops, tablets, and iPads.
- Security compliance manager for all campus computers, apply updates and security patches using WSUS and SCCM.
- Train and mentor technical services technicians and perform verbal and written annual performance reviews.
- Managed technical services team to ensure efficient operations and support.
- Collaborated with departments to assess technology needs and implement solutions.
- Resolved escalated customer inquiries in a timely manner while maintaining high levels of professionalism.
- Troubleshot complex technical problems related to hardware and software applications.
- Planned, organized, and coordinated the activities of the Technical Services Department.
- Coordinated with cross-functional teams to ensure successful deployment of projects.
- Conducted regular assessments of existing systems to identify areas for improvement or replacement.
- Monitored work procedures, work schedules and expedited workflow.
- Developed technical services strategies based upon clients' goals and implemented processes to achieve objectives.
Education
Bachelor of Science - Cybersecurity and Information Assurance
Western Governors University
Salt Lake City, UTBachelor of Science - Technical Management
DeVry University
Addison, ILSkills
- Leadership
- Communication
- Help Desk
- Remote and on-site support
- Organization
- Time Management
- Problem solving
- Teamwork
- Tier 1-2 support
- Troubleshooting
- Analytical
- Software
- Hardware
- Peripherals
- Mobile devices
- AD
- DNS
- DHCP
- TCP/IP
- IT Security
- Onboarding
- Offboarding
- Customer Support
- Data Management
- Remote IT support
- Network troubleshooting
- Security compliance
- Microsoft 365 administration
- Technical support
- System upgrades
- Customer relationship management
- Incident management
- Process optimization
- Time management
- Team collaboration
- Critical thinking capacity
- Customer support experience
- Hardware troubleshooting
- Cybersecurity
- Content management systems (CMS)
- Process improvement
Certification
- CompTIA A+
- CompTIA Network +
- CompTIA Security +
- CompTIA Project +
- CompTIA CySA +
- Axelos ITIL in IT Management
Information Technology Competencies
Windows OS, Windows Server, Android, MS Word, Excel, PowerPoint, Outlook, Teams, Office 365, Adobe, Anti-Malware, Remote Access applications, Leadership, Communication, Help Desk, Remote and on-site support, Organization, Time Management, Problem solving, Teamwork, Tier 1-2 support, Troubleshooting, Analytical, Software, Hardware, Peripherals, Mobile devices, AD, DNS, DHCP, TCP/IP, IT Security, Onboarding, Offboarding, Customer Support, Data Management
References
References available upon request.
Timeline
Helpdesk Level 2 Engineer
Zenith Dental IT
02.2023 - 07.2025
Senior IT Support Services Technician
RGN Networking
08.2016 - 10.2022
Technical Services Manager
University of Puget Sound
02.2010 - 06.2016
Bachelor of Science - Cybersecurity and Information Assurance
Western Governors University
Bachelor of Science - Technical Management
DeVry University