Summary
Work History
Skills
Accomplishments
Work Availability
Work Preference
Timeline
CustomerServiceRepresentative
Lauren Lance

Lauren Lance

Austin,TX

Summary

Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Work History

Senior Desktop Support Technician

Rooster Teeth
12 2021 - Current
  • Reduced downtime for employees by promptly resolving technical issues and maintaining hardware performance.
  • Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
  • Collaborated with IT team members on various projects, ensuring seamless integration of new hardware and software solutions.

End User Support, System Administrator

Envista
05 2021 - 12 2021
  • Enhanced user satisfaction by promptly addressing and resolving technical issues.
  • Provided comprehensive support for various operating systems, including Windows, macOS, and Linux.
  • Maximized user productivity through remote support sessions that identified, diagnosed, and resolved issues without requiring onsite assistance.

IT Service Desk Analyst

Braden Business Systems
12 2019 - 04 2021
  • Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences.
  • Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
  • Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.

Service Desk Advisor

Bell Techlogix
12 2017 - 11 2019
  • Managed high volume of incoming support requests, maintaining professionalism under pressure.
  • Monitored ticket queue closely to ensure prompt responses and accurate prioritization of tasks based on urgency levels.
  • Trained new Service Desk Advisors, improving overall team performance and knowledge base.

Advanced Technical Support Representative

AT&T
02 2015 - 02 2017
  • Assisted customers via phone providing detailed explanations regarding product features or functionality.

Skills

  • End-User Account Management
  • Application support
  • Asset Management
  • Hardware diagnostics
  • System Administration
  • Mobile Device Management
  • Software Installation
  • Group Policy management
  • Active Directory Management
  • Remote Desktop Management
  • Technical Support
  • Hardware troubleshooting
  • Remote Support
  • Desktop support
  • System optimization
  • Computer Diagnostics
  • VoIP Installation
  • Help Desk Support

Accomplishments

  • Created and implemented improved onboarding/offboarding policies and procedures
  • Designed and built production streaming space provided support for live events

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Location Preference

RemoteOn-SiteHybrid

Important To Me

Work-life balancePaid time offFlexible work hoursWork from home optionCompany Culture

Timeline

Senior Desktop Support Technician

Rooster Teeth
12 2021 - Current

End User Support, System Administrator

Envista
05 2021 - 12 2021

IT Service Desk Analyst

Braden Business Systems
12 2019 - 04 2021

Service Desk Advisor

Bell Techlogix
12 2017 - 11 2019

Advanced Technical Support Representative

AT&T
02 2015 - 02 2017

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Lauren Lance