Lauren Shirk
Baton Rouge,LA
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. 5 years working in the IT field with a focus and passion to work in CyberSecurity. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Product Support Technician
The Home Depot Store Support Center
06.2022 - 11.2025
- Managed user identities and access across enterprise platforms, including Identity Access Management (IAM), One Identity Active Roles Server (ARS), Microsoft 365 / Entra ID (Azure AD), Active Directory, Omnissa Workspace ONE UEM (AirWatch), and MDM software systems.
- Created, updated, and published Knowledge Base Articles as a Knowledge-Centered Service (KCS) Contributor.
- Installed, configured, and supported database client applications, including SAP GUI, Rocket/Zephyr Passport to Host, IBM Db2 Server Client, and Simba Google Big Query drivers.
- Utilized secure remote access and privileged access workflows using tools such as CyberArk, Remote Desktop, Beyond Trust, SCCM, and Workspace ONE Assist.
- Maintained and assisted users with enterprise SaaS platforms, including Slack, Jira, Confluence, and other productivity tools.
- Installed and configured CCTV Security software, including Nextiva and Genetec systems.
- Guided users through installing, configuring, and logging in with Multifactor Authentication (MFA) mobile applications, including RSA SecurID and Microsoft Authenticator.
- Supported and troubleshot issues with connecting to a Virtual Private Network (VPN), including Palo Alto GlobalProtect and Cisco AnyConnect Mobility Client systems.
- Provided support for Virtual Desktop Infrastructure (VDI) environments, including VMware Horizon Client and Citrix Workspace.
- Installed, repaired, and maintained Microsoft 365 Office applications across user endpoints.
- Assisted users with troubleshooting Avaya and Cisco softphone applications to resolve communication and VoIP issues.
Contractor for Product Support Technician at THD
Insight Global
03.2021 - 06.2022
- Delivered exceptional customer service while assisting corporate users with desktop, software, printer, password, and account-related issues.
- Documented detailed issue descriptions and used probing questions to accurately diagnose problems.
- Troubleshot systems via remote access tools such as SCCM, CyberArk, Bomgar/Beyond Trust, and Workspace ONE Assist.
- Guided users through requesting access, and setting up the RSA SecurID app on their mobile device, in order to login securely, using Multifactor Authentication (MFA).
- Diagnosed and resolved end-user LAN and WLAN network connectivity problems.
- Resolved issues within Microsoft Office 365 for Windows and Mac OS.
- Performed software installations, configurations, and printer driver setups.
- Supported VDI environments by performing VMware and Citrix session resets for nonresponsive or slow performance issues.
- Configured Avaya softphones, and re-mapped network drives for end users.
- Assisted with OneDrive backups for desktop migrations, and provided support through ServiceNow Live Chat.
- Utilized ServiceNow for ticketing and Knowledge Base research.
IT Managed Services Technician
Sparkhound
01.2021 - 03.2021
- Delivered high-quality customer service to all clients seeking technical assistance.
- Utilized the ServiceNow ticketing system with strong documentation skills, ensuring all user issues and requests were accurately captured with essential details.
- Collaborated with other service desk and technical teams to resolve incidents that exceeded individual support capabilities.
- Installed drivers and configured printers, copiers, scanners, and fax machines to support end-user hardware needs.
- Managed user accounts by resetting passwords in Active Directory and Epic Hyperspace Production systems.
- Reset user sessions in VDI environments using both VMware Horizon and Citrix applications.
- Assisted users with accessing Lawson and Learning Center/HealthU/Cornerstone applications.
- Utilized remote support tools such as ScreenConnect to access user devices and troubleshoot technical issues.
- Demonstrated proficiency in Microsoft 365 Office applications.
- Resolved issues related to Microsoft Outlook, including email, calendar, and interface problems.
- Supported DUO Mobile administration and guided users through setting up their DUO Mobile app for remote access.
- Operated communication and support platforms, including 8x8 Agent Desktop, Bria 5, and ServiceNow.
Education
Associate of Science - Criminal Justice & Forensic Technology
ITT Technical Institute
Baton Rouge, LACertification
HDI Desktop Advanced Support Technician (HDI-DAST) certification
Timeline
Product Support Technician
The Home Depot Store Support Center
06.2022 - 11.2025
Contractor for Product Support Technician at THD
Insight Global
03.2021 - 06.2022
IT Managed Services Technician
Sparkhound
01.2021 - 03.2021
Associate of Science - Criminal Justice & Forensic Technology
ITT Technical Institute