Lori Dunbar
West Bend,WI
Summary
Operations Specialist with experience developing realistic solutions to assure satisfactory consumer and customer experiences. Fluency in English. Committed to resolving problems and maintaining accurate metrics and reports.
Overview
38
38
years of professional experience
1
1
Certification
Work History
Senior Operations Technician Specialist
Northwestern Mutual Life
01.2012 - 01.2023
- Member of Field Network Team (FNT) for almost 12 years
- Supported 300+ field (branch) offices
- Coordinated circuit and network installation/changes for field offices and assisted other teams - 90+ changes annually
- Created documentation and training materials
- Able to multi-task
- Maintained inventory records
- Assisted with circuit billing escalations
- Participated in forecasting of circuit budget
- Assisted with forecasting network hardware inventory
- Scheduled technicians and created technician instructions
- Ordered network hardware and coordinated its delivery
- Coordinated vendor equipment returns
- Consulting experience
- Escalation experience
- Process improvement experience
- Assisted with meetings as needed
- Excellent communication skills.
- Improved team output by improving processes to eliminate operational bottlenecks
- Reviewed processing errors and helped track down root causes
- Assisted with Integrating new technologies to better meet project needs
- Coordinated with vendors on invoice management and resolving outstanding issues
- Gathered, organized and input information into digital database
- Helped meet changing demands by recommending improvements to business systems or procedures
SDWAN Team Member
Northwestern Mutual Life
01.2008 - 01.2012
- Member of Wide Area Network Team
- Assisted field offices with upgrades and network-related connectivity issues
- Coordinated site visits and assisted technicians with installation of network hardware
- Experience troubleshooting network-related connectivity issues
- Password resets
- Assisted remote corporate employees with RACR (work from home) virtual private network tunnel issues
- Assisted corporate employees with configuration and set up of corporate cellular phones
- Project work
- Call center environment
- Provided technical support to field offices as needed
- Assisted customers of Northwestern Mutual in accessing Enterprise Resource Library
- Created documentation and instructions
- Training experience
- Knowledgebase management
- 20+ calls per day
- Contributed to team success by completing jobs quickly and accurately
- Learned all required tasks quickly to maximize performance
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods
- Developed strong customer service and product knowledge skills to enhance individual and team performance
- Maintained productive, efficient approach to all tasks
- Developed strong cooperative relationships with coworkers and managers
Senior Field Help Desk Technician
Northwestern Mutual Life
01.2005 - 01.2008
- Part of technical support team for field (branch) offices in approximately 300 field offices
- Supported Windows, Microsoft Office products, and variety of financial applications
- Logged tickets in help desk application and added information and documentation to knowledgebase.
Help Desk Technician
Consultis
01.2004 - 01.2005
- Part of technical support team Provided technical support for field office employees of Northwestern Mutual in call center environment
- Supported variety of financial applications
- 20-30 calls per day
Network Technician/Desktop Support
St. Joseph’s Community Hospital/West Bend Clinics
01.2001 - 01.2004
- Responsible for maintenance, upgrades, rollouts of computers (laptops and desktop computers) at the hospital/ER, and the West Bend Clinic
- Network administration for users
- Help desk and desktop support
- Provided in-home support for transcriptionists
- Provided in-home and weekend support to medical staff
- Provided audio-visual support for medical staff
- Participated in on-call rotation.
Systems Administrator
Huf North America
01.2000 - 01.2000
- Responsible for network upgrades, monitoring firewall, adding new users to the network, access issues
- Worked on migrating to new Novell server.
Technical Liaison
Mutual Savings Bank
01.1999 - 01.1999
- Technical liaison between Fiserv and Mutual Savings Bank
- Provided desktop and help desk support
- Troubleshooting, pc repair/replacement, customer service.
- 10 calls per day
- Bi-weekly site visits
Technical Support Specialist
M&I Data Services
01.1999 - 01.1999
- Provided customer service and technical support for the online banking system
- Troubleshooting and customer support.
Help Desk Specialist
Associated Bank
01.1998 - 01.1998
- Remote technical support for employees
- Troubleshooting, customer service
- Assisted with network rollouts
- Unlocked files on NT servers
- Dispatched field technicians as needed
- Support for field technicians as needed
- 20 calls per day
Data Entry Specialist
Sentry Insurance
01.1985 - 01.1988
- Data entry
- Processed auto policy change notices.
- 40 changes processed per week
Education
MA - History -
Liberty University
Lynchburg, VA01.2022
BA - English - Professional And Technical Writing, Grant Writing, Business Writing, Legal Writing, Project Management, Editing - English Professional And Technical Writing
University of Wisconsin-Milwaukee
Milwaukee, WI01.2011
Skills
- Report Preparation
- Data Collection
- Project Planning
- Issue Research
- Improvement Plan Knowledge
- Process Improvement
- Analytical Thinking
- Data Analysis
- Idea Development and Brainstorming
Certification
Formerly Certified in A+, Network+, Server+ through CompTIA
Timeline
Senior Operations Technician Specialist
Northwestern Mutual Life
01.2012 - 01.2023
SDWAN Team Member
Northwestern Mutual Life
01.2008 - 01.2012
Senior Field Help Desk Technician
Northwestern Mutual Life
01.2005 - 01.2008
Help Desk Technician
Consultis
01.2004 - 01.2005
Network Technician/Desktop Support
St. Joseph’s Community Hospital/West Bend Clinics
01.2001 - 01.2004
Systems Administrator
Huf North America
01.2000 - 01.2000
Technical Liaison
Mutual Savings Bank
01.1999 - 01.1999
Technical Support Specialist
M&I Data Services
01.1999 - 01.1999
Help Desk Specialist
Associated Bank
01.1998 - 01.1998
Data Entry Specialist
Sentry Insurance
01.1985 - 01.1988
MA - History -
Liberty University
BA - English - Professional And Technical Writing, Grant Writing, Business Writing, Legal Writing, Project Management, Editing - English Professional And Technical Writing
University of Wisconsin-Milwaukee
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