LAUREN BALDE
ATLANTA,GA
Overview
9
9
years of professional experience
1
1
Certification
Work History
TECHNICAL SUPPORT ENGINEER II- Hardware
Intellipro for Google Data Center
03.2025 - Current
- Collaborated with cross-functional teams to develop effective solutions for hardware process improvements
- Managed document control process to verify compliance with quality, customer and environmental standards
- Conducted technical analysis, evaluation and testing to resolve quality-related, hardware problems
- Conducted root cause analysis on defective hardware components to identify potential sources of failure
- Verified materials used in production met predetermined quality requirements
- Documented results from testing procedures and generated detailed reports for management review
- Trained personnel on proper usage of hardware and machinery used in manufacturing operations.
- 2nd contract, same role
TECHNICAL SUPPORT ENGINEER
IntelliPro
08.2022 - 08.2024
- Collaborated with cross-functional teams to develop effective solutions for hardware process improvements
- Managed document control process to verify compliance with quality, customer and environmental standards
- Conducted technical analysis, evaluation and testing to resolve quality-related, hardware problems
- Conducted root cause analysis on defective hardware components to identify potential sources of failure
- Verified materials used in production met predetermined quality requirements
- Documented results from testing procedures and generated detailed reports for management review
- Trained personnel on proper usage of hardware and machinery used in manufacturing operations.
- 1st contract, same role as current
HELP DESK TEAM LEAD
SmartSource Technical Solutions/Southern States
09.2021 - 08.2022
- Facilitated cross-team collaboration between different departments within the organization
- Performed regular maintenance checks on IT systems, proactively addressing any potential issues before they occurred
- Conducted training sessions for new help desk technicians on various topics such as troubleshooting techniques and customer service best practices
- Monitored incoming tickets from customers, ensuring all queries were responded to promptly
- Provided technical support to end users, resolving software and hardware issues in a timely manner
- Managed daily operations of the help desk, including assigning tasks and monitoring performance of team members
- Provided guidance and mentorship to junior staff members, helping them develop their skillsets further
- Maintained relationships with vendors and managed procurement of IT equipment and services
- Implemented quality assurance measures across the help desk environment to improve accuracy and efficiency.
DATACENTER TECHNICIAN
Modis, for Google
03.2021 - 08.2021
- Resolved escalated customer requests regarding data center services in a timely manner
- Created detailed reports on system performance, capacity planning, server utilization, and other related topics
- Tested new hardware and software solutions prior to deployment into production environments
- Performed routine maintenance on servers, storage systems, and network equipment to ensure optimal functioning of all components
- Implemented security protocols to ensure the safety of sensitive data in the data center environment
- Monitored system performance metrics to identify areas of improvement within the data center infrastructure
- Provided technical support for data center operations, including troubleshooting hardware and software issues
- Installed and repaired network cables, including fiber optic cables.
DATACENTER TECHNICIAN
MacStadium
09.2019 - 05.2020
- Resolved escalated customer requests regarding data center services in a timely manner
- Assisted in developing new processes and procedures for managing the day-to-day operations of the data center environment
- Created detailed reports on system performance, capacity planning, server utilization, and other related topics
- Installed and configured wireless networking equipment
- Configured and defined parameters for installation and testing of local area network (LAN), wide area network (WAN), hubs, routers, switches, controllers, multiplexers, and related networking equipment
- Identified causes of networking problems, using diagnostic testing software and equipment
- Installed new hardware and software systems and components, ensured integration with existing network systems.
ENHANCED WIRELESS TECHNICAL SUPPORT
Sprint
12.2018 - 05.2019
- Responded promptly to customer inquiries via phone or email regarding computer system usage, malfunctions, errors and other user concerns
- Created documentation for processes and procedures related to providing technical support services
- Collaborated with colleagues from different departments for resolving complex technical issues quickly and efficiently.
SERVICE DESK ANALYST
IDR, Inc.
11.2017 - 05.2018
- Interacted via telephone, email and chat with customers to identify and diagnose technical issues and problems
- Provided technical support to customers via phone, email and remote tools
- Provided training sessions to new members joining the Service Desk team
- Escalated unresolved issues to next level of support with strong corroborating documentation
- Monitored help desk requests through ticketing system
- Performed troubleshooting on software applications and hardware components of computers
- Demonstrated excellent customer service skills while resolving customer queries
- Identified recurring problems in the system and recommended solutions to prevent future occurrences
- Responded promptly to customer inquiries and ensured timely resolution of incidents.
MAC SPECIALIST
Apple
03.2016 - 03.2018
- Provided technical support to customers regarding Mac products and services, including troubleshooting issues with hardware, software, and operating systems
- Installed and configured applications, peripherals, and networks on Mac devices
- Identified potential security risks associated with certain hardware and software combinations
- Demonstrated proficiency in configuring system settings on macOS devices
- Assisted customers in selecting the best Mac product or service for their needs based on individual requirements
- Advised customers on product features and usage techniques
- Explained complex technical concepts in an easy-to-understand format for non-technical users
- Troubleshot hardware and software issues related to Macs, iPhones, iPads, iPods, Apple TVs, iCloud services, and other products.
Skills
- Technical Support
- System Administration
- Network Infrastructure
- Hardware Troubleshooting
- Data Center Operations
- Customer Service
- Linux
- MacOS
- Team Leadership
- Quality Assurance
- Data Analytics
- Documentation
Certification
- DATA ANALYTICS CERTIFICATE - Google - Present
- SECURING LINUX SYSTEMS - Present
- LINUX FUNDAMENTALS - Present
- ASK QUESTIONS TO MAKE DATA-DRIVEN DECISIONS - Present
- PREPARE DATA FOR EXPLORATION - Present
Timeline
TECHNICAL SUPPORT ENGINEER II- Hardware
Intellipro for Google Data Center
03.2025 - Current
TECHNICAL SUPPORT ENGINEER
IntelliPro
08.2022 - 08.2024
HELP DESK TEAM LEAD
SmartSource Technical Solutions/Southern States
09.2021 - 08.2022
DATACENTER TECHNICIAN
Modis, for Google
03.2021 - 08.2021
DATACENTER TECHNICIAN
MacStadium
09.2019 - 05.2020
ENHANCED WIRELESS TECHNICAL SUPPORT
Sprint
12.2018 - 05.2019
SERVICE DESK ANALYST
IDR, Inc.
11.2017 - 05.2018
MAC SPECIALIST
Apple
03.2016 - 03.2018
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