Laura Laprade

Technical Support II:
• Provides immediate responses to technical questions and hardware, network, or application related issues.
• Quickly determines the scope and urgency of reported problems.
• Strong ability to diagnose and troubleshoot problems encountered between personal computer hardware, software, and peripherals.
• Good understanding of the fundamentals of network and server/desktop administration, installations, upgrades, techniques, tools, materials, and equipment.
• Assists in diagnosing and troubleshooting network connectivity and network printing issues.
• Works with vendors and maintenance service providers to diagnose, repair, and resolve user issues.
• Troubleshoots basic to intermediate network issues before escalating to other technical experts.
• Participates on an on-call basis.
• Configures and installs personal computer hardware and peripherals.
• Provide software installation.
• Proactively engage with lab and administrative personnel to build trusting relationships.
• Adheres to safety, confidentiality, and legal requirements.
• On-site equipment installation and troubleshooting for clients in the field.

• Collaborated with team in high-pressure settings to meet deadlines.
• Skilled at working independently and collaboratively in a team environment.
• Excellent communication skills, both verbal and written.
• Worked well in a team setting, providing support and guidance.
• Demonstrated respect, friendliness, and willingness to help wherever needed.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Managed time efficiently in order to complete all tasks within deadlines.
• Provided immediate response to technical questions regarding hardware, network and application related issues.
• strong ability to diagnose and troubleshoot problems encountered between personal computer hardware, software, and peripherals.
• Configured and installed personal computer hardware and peripherals.
• Proactively engage with lab and administrative personnel to build trusting relationships.
• Adheres to safety, confidentiality and legal requirements.
• Migrate Labs, Pharmacy, and Hospital environment equipment as needed.

• Diagnosed and resolved technical issues for clients, enhancing system performance and reliability.
• Provided training and support to customers on product features, improving user satisfaction and engagement.
• Developed troubleshooting guides and documentation, streamlining support processes for team members.
• Analyzed customer feedback to identify trends, informing product improvements and service enhancements.
• Managed escalated technical support cases, ensuring timely resolution and maintaining high service standards.
• Participated in root cause analysis meetings to identify areas of concern and develop corrective action plans.
• Implemented continuous improvement initiatives within the department, leading to increased productivity levels among technicians.
• Developed strong relationships with key accounts through consistent high-quality service delivery.
• Collaborated with cross-functional teams to improve product quality, leading to fewer service calls.
• Detailed documentation for all completed tasks, contributing to an organized knowledge base for the team.
• Proactively identified areas for process improvement, leading to the implementation of new strategies that increased departmental efficiency.
• Reduced downtime for clients by effectively managing service requests and providing timely solutions.
• Updated documentation such as technical manuals and equipment maintenance records.

• Implemented innovative teaching methods to increase student participation and retention rates.
• Developed and delivered engaging curriculum in computer science, enhancing student comprehension and interest.
• Utilized industry-standard software tools to facilitate hands-on learning experiences for students.
• Assessed student performance through rigorous evaluations, ensuring academic integrity and consistency.
• Delivered engaging curriculum through diverse methods of classroom instruction, computer lab activities and online learning systems.
• Composed course syllabus to clearly outline curriculum, expectations, and deadlines at beginning of course.
• Developed accurate course description and selected high-quality learning materials to maintain consistency across different course sections.
• Managed classroom behavior effectively by establishing clear expectations and implementing consistent consequences when necessary.
• Implemented differentiated instruction strategies in the classroom, catering to the unique needs of each learner and enhancing overall comprehension levels.
• Actively sought out partnerships with local businesses and organizations, connecting students with real-world experiences in computer science-related fields.