Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lance Lang

Houston,TX

Summary

Knowledgeable and thorough, top performing IT professional with 6+ years of progressive experience in various components of the Information Technology field, committed to providing quality service and products to clients. Proficient in coordinating and monitoring hardware/software installation, operation, maintenance, and upgrades. Possess a solid track record of excellent customer service, timeliness, efficiency, and maintenance of technological skills and advancements with current technological trends. A deep understanding of IT systems, principles, methods, and practices in relation to IT issues in systems engineering such as Servers, Routers, or Switches. Confident leader and effective communicator. GENERAL SKILLS Attention to Details | Communication | Teamwork | Leadership | Problem Solving | Public Speaking | Organized.

Overview

6
6
years of professional experience

Work History

Assistant Information Technology (IT)

Burns & McDonnell
Houston, TX
07.2021 - Current
  • Responsible for resolving basic internal customer issues with design applications reported to us via phone, chat, web, online forums, and other channels
  • This position supports all Global Practices and Regional Offices nationwide
  • Provide on call support for applications requiring availability beyond normal business hours
  • Provide feedback and recommendations to improve systems performance and optimize operating environments
  • Conduct root cause analysis, investigate, and document findings and solutions
  • Meet with customers and internal and external staff to collect and disseminate information, requirements, and guidance
  • Provided timely support for hardware, software, and network-related issues, responding to and solving between 100+ weekly tickets for 750+ onsite and remote users
  • Answers incoming calls, emails, and chat sessions from internal clients to document minor issues
  • Troubleshoots minor issues and assist with troubleshooting critical issues that have been reported
  • Assists in development and maintenance of knowledge base articles
  • Interprets and applies internal IT processes
  • Assists other team members with making follow-up calls regarding client problems
  • Communicates progress, document issues and resolve problems for customers
  • Escalates unresolved issues to section manager as required in a timely manner.
  • Remains informed on improvements in supported products relevant to AEC industry.
  • Assists with deploying specialized applications for various business units
  • Participates in application testing and provide feedback to section manager, project manager or service owner
  • Participates in evaluation of specialized technologies.
  • Attends local user group meetings and conferences relevant to AEC industry or information technology.
  • Provides peer-to-peer training for customers.
  • Executes all other duties as assigned.

Software Support Analyst

Bourque Logistics
The Woodlands, TX
08.2020 - 05.2021
  • Provide a combination of phone-based and front-line technical support to end-users on applications and access support issues to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations
  • Completed user setup with various railroads to ensure successful EDI connection
  • Test software release for bugs and functionality
  • Created knowledge base documents and User guides for customers and users
  • Record customer change requests and technical requirements
  • Support customers and users in software, programs and operational instructions.

Desktop Analyst

Accudata Systems
Houston, TX
03.2009 - 03.2019
  • Plan, execute, and maintain IT systems, infrastructure, and operations
  • Configure, set-up, test, and troubleshoot a wide variety of hardware along with coordinating various moves and upgrades to hardware and software programs
  • Assist in researching, recommending, and implementing new technologies, solutions, and features to improve performance and reliability of services and systems
  • Install, test, and troubleshoot a wide array of software applications including multi-platform operating systems
  • Provide a combination of phone-based and front-line technical support to end-users on systems, applications, and hardware support issues in order to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations
  • Maintain IT asset information including desktop hardware and peripherals inventory within the asset management system and in accordance with established procedures and assist in desktop hardware and peripheral asset refreshes and the end-of-life process of retired equipment.

Desktop Analyst

Talos Energy
Houston, TX
01.2017 - 03.2019
  • Worked closely with Geologist for specific hardware and software needs; built high-end workstations, installed, and configured software which includes but is not limited to ArcGis, IHS Kingdom Suites & Petroleum Experts IPM Suites
  • Provided timely support for hardware, software, and network-related issues, responding to and solving between 80-90 weekly tickets for 250+ onsite and remote users
  • Document incidents and resolution in Kace before ultimately switching to Jira Service Desk
  • Create, modify and disabled user accounts in Active Directory & Adaxes (Active Directory Management and Automation Provisioning Tool)
  • Provide technical support for the integration of new applications, software, and implementation of new common services, as well as for large scale and enterprise projects
  • Company-wide Hardware & Software refresh; replaced Dell Latitude 6420s with 7389s
  • Moving from Windows 7 to Windows 10
  • Configured and deployed Cisco IP Phones (7281s, 7841s & 8851s) via Cisco Call Manager for office and conference room use
  • Provided remote support using ConnectWise and GoToAssist to ensure quality service for all users
  • Built an internal wiki with technical documentation in Confluence for knowledge based instructional materials

Desktop Support

AT&T Network Services
Houston, TX
03.2016 - 01.2017
  • Provided tier-I & tier 2 support and resolved tickets regarding desktop, printer, phone and office equipment issues for 850+ onsite and remote end users
  • Applied IT concepts, principles, methods for effectiveness and quality of work
  • Provided remote support using Tivoli Remote Control
  • Performed troubleshooting for Office 2016 and 365 suites
  • Wrote knowledge base articles for troubleshooting, software configuration and updates
  • Provided troubleshooting support for Java related issues
  • Created, modified, and deleted accounts in Active Directory.

Information Technology Specialist

United States Army
11.2010 - 05.2012
  • Supervised, installed, operated, and performed unit level maintenance on multi-functional/multiuser information processing systems, peripheral equipment, such as desktops, laptops, and printers
  • Configured Cisco Switches & Routers
  • Configured and deployed Cisco IP Phones via Cisco Call Manager
  • Providing customer and network administration services such as passwords, electronic mail accounts, security, and troubleshooting

Education

High School Diploma -

Spring High School
Spring, TX
06.2010

Associate of Applied Science - Cybersecurity

University of St. Thomas
Houston, TX

Skills

  • TECHNICAL SKILLS
  • Hardware
  • Assembly, Maintenance, Peripherals, Troubleshooting Printers, Drivers, Dell Laptops/Workstations, Mobile Smartphones, Cisco IP Phones
  • SOFTWARE: Installation, Debugging, Citrix Workspace, Cisco AnyConnect, MS Office 2010/16,365
  • OPERATING SYSTEMS: Microsoft Windows 7/10, Mac OS, iOS
  • NETWORKS: Configuration, Servers, Routers, Monitoring, Cisco Call Manager, Microsoft Azure, MS Autopilot

Timeline

Assistant Information Technology (IT)

Burns & McDonnell
07.2021 - Current

Software Support Analyst

Bourque Logistics
08.2020 - 05.2021

Desktop Analyst

Talos Energy
01.2017 - 03.2019

Desktop Support

AT&T Network Services
03.2016 - 01.2017

Information Technology Specialist

United States Army
11.2010 - 05.2012

Desktop Analyst

Accudata Systems
03.2009 - 03.2019

High School Diploma -

Spring High School

Associate of Applied Science - Cybersecurity

University of St. Thomas

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Lance Lang