LAURA LEE ANN PAYNE
IT Help Desk
Jackson,GA
Summary
Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Overview
40
40
years of professional experience
5
5
years of post-secondary education
Work History
IT Support Specialist
Bradley's Dependable Hauling, LLC
Jackson, GA
02.2017 - 08.2022
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Delivered onsite technical support for 300+ employees.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Provided documentation on troubleshooting of technical processes to support desk staff.
Business Administrator
Payne Tile, LLC
McDonough, GA
10.1995 - 05.2013
- Processed employee expense reports quickly to prevent delays in payouts.
- Represented company at conferences and seminars to boost outreach.
- Reconciled business and creative needs.
- Worked with stakeholders to drive product and service definition and design.
- Managed day-to-day development issues.
- Reduced office expenses by finding smarter solutions for vendors, suppliers and services.
Data Analyst
Towers Perrin
Atlanta, GA
05.1993 - 08.1999
- Researched and resolved issues regarding integrity of data flow into databases.
- Utilized data visualization tools to effectively communicate business insights.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Documented effective and replicable methods for extracting data and organizing data sources.
- Extracted and interpreted data patterns to translate findings into actionable outcomes.
- Developed tables, views and materialized views using SQL.
IT Support Help Desk
Towers Perrin
Atlanta, GA
06.1982 - 04.1993
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Configured hardware, devices and software to set up work stations for employees.
- Responded to inquiries by phone, email and walk-up requests.
- Logged activities in tracking system to maintain accurate, timely records.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Education
Bachelor of Science - Mathematics And Information Systems
Georgia State University
Atlanta, GA 08.1985 - 06.1990
Skills
Data recovery
Technical issues analysis
Software diagnosis
Backup and recovery
Cost analysis
Customer service expert
Microsoft Outlook
Complaint resolution
Issue troubleshooting
Timeline
IT Support Specialist
Bradley's Dependable Hauling, LLC
02.2017 - 08.2022
Business Administrator
Payne Tile, LLC
10.1995 - 05.2013
Data Analyst
Towers Perrin
05.1993 - 08.1999
Bachelor of Science - Mathematics And Information Systems
Georgia State University
08.1985 - 06.1990
IT Support Help Desk
Towers Perrin
06.1982 - 04.1993