LAUREN SHIRK
Baton Rouge,LA
Summary
Detail-oriented IT Support Professional with 5+ years of experience supporting enterprise environments across identity and access management, endpoint support, SaaS platforms, and virtualized infrastructures. Known for strong problem-solving abilities, clear documentation, and a security-focused mindset. Passionate about cybersecurity and continuously building skills to support secure, efficient, and scalable IT operations.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Product Support Technician
The Home Depot
06.2022 - 11.2025
- Managed user identities, roles, and access across enterprise systems including IAM, One Identity ARS, Microsoft 365 / Entra ID, Active Directory, Workspace ONE UEM, and MDM platforms.
- Supported secure authentication and access workflows using MFA tools and privileged access solutions such as CyberArk and BeyondTrust.
- Created, maintained, and published Knowledge Base articles as a KCS Contributor to improve resolution times and knowledge reuse.
- Installed, configured, and supported enterprise database and host connectivity applications including SAP GUI, IBM Db2 Client, Rocket/Zephyr Passport, and Google BigQuery drivers.
- Troubleshot VPN connectivity issues using Palo Alto GlobalProtect and Cisco AnyConnect.
- Provided VDI support for VMware Horizon and Citrix Workspace, resolving session and performance issues.
- Installed, repaired, and configured Microsoft 365 applications for Windows and macOS environments.
- Supported enterprise SaaS tools including Slack, Jira, and Confluence.
- Assisted with VoIP and soft phone troubleshooting using Avaya and Cisco applications.
- Installed and configured CCTV security software including Nextiva and Genetec systems.
- Store Support Center (Remote)
Contractor - Product Support Technician
Insight Global
03.2021 - 06.2022
- Delivered high-quality technical support for corporate users across hardware, software, and access-related issues.
- Diagnosed and resolved issues using remote access tools such as SCCM, CyberArk, Bomgar/BeyondTrust, and Workspace ONE Assist.
- Supported MFA onboarding and access requests, guiding users through secure authentication setup.
- Documented incidents and resolutions accurately within ServiceNow following ITSM best practices.
- Client: The Home Depot (Remote)
IT Managed Services Technician
Sparkhound
Baton Rouge, Louisiana
01.2021 - 03.2021
- Delivered support for desktops, printers, network connectivity, and user accounts.
- Troubleshot LAN/WLAN connectivity issues and resolved Outlook email problems.
- Installed and configured printers, scanners, and peripheral devices efficiently.
- Managed Active Directory accounts and conducted session resets in VMware and Citrix environments.
- Assisted users with enterprise applications, including Epic Hyperspace, Lawson, and Cornerstone.
- Communicated with users through soft phone platforms like 8x8 Agent Desktop and Bria 5.
Juvenile Correctional Officer V
Giddings State School
Giddings, Texas
09.2016 - 07.2020
- Supervised daily activities and behavior of juvenile residents in secure facility.
- Conducted regular inspections to ensure compliance with safety and security protocols.
- Provided leadership and guidance to staff members, enhancing team performance.
- Assisted JCO VI Supervisor with operational tasks and dorm management needs.
- Updated dorm schedules as required to ensure smooth operations.
- De-escalated high-risk situations using intervention techniques and authorized force.
- Encouraged positive behavior changes among juveniles by providing incentives such as rewards for good performance.
- Responded promptly to emergency situations, such as fights or attempted escapes.
Education
Associate of Science - Criminal Justice & Forensic Technology
ITT Technical Institute
Baton Rouge, LA12.2014
High School Diploma -
Bethany Christian School
Baker, LA05.2007
Skills
- Effective communication to guide users
- Attention to detail with strong problem-solving abilities
- Hardware installation and workstation setup
- Strong documentation and report-writing skills
- Customer service expertise
- Identity and access management
Certification
HDI Desktop Advanced Support Technician (HDI-DAST), 06/25
Accomplishments
Secure Quad Award from The Home Depot Cybersecurity
- Top 4% for reporting phishing simulations
- Top 4% for reporting phishing simulations
Timeline
Product Support Technician
The Home Depot
06.2022 - 11.2025
Contractor - Product Support Technician
Insight Global
03.2021 - 06.2022
IT Managed Services Technician
Sparkhound
01.2021 - 03.2021
Juvenile Correctional Officer V
Giddings State School
09.2016 - 07.2020
Associate of Science - Criminal Justice & Forensic Technology
ITT Technical Institute
High School Diploma -
Bethany Christian School