Lidia Erwin
San Diego,CA
Summary
Graduate Navy Veteran, Bilingual English / Spanish. Over 10 years of experience in customer service, IT help desk, paralegal, scheduling, office management, and administrative support. Enthusiastic IT Desktop Support professional and cybersecurity specialist skilled at building rapport with diverse individuals while handling complex technical issues. Strong troubleshooting, excellent interpersonal, verbal communication, and writing skills. Attentive Desktop Support Technician with two years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means. Friendly Tier Two Helpdesk Technician with over ten years of computer systems experience. Proven skills in installing, repairing and upgrading organizational hardware and system equipment. Strong problem solver always ready to boost client satisfaction and grow company reliability.
Overview
15
15
years of professional experience
Work History
PC Desktop Support Technician - Contractor
MODIS (Akkodis) Staffing Agency contract for General Atomics
2022.06 - 2023.01
- Providing PC support to staff locally and stationed in remote geographical locations by Bomgar Beyond Trust
- Performed as an escalation point for ITS service Desk technicians to resolve technical issues
- Prioritized and responded to service requests, maintaining Service Level Agreements (SLA)
- Documenting incidents, requests, and knowledge base articles including the steps taken, and results in ServiceNow
- Installed, configured, and integrated many software applications and hardware components in SCCM
- Troubleshooting desktops, laptops, peripherals, mobile devices, virtualization, Citrix, VMWare, Azure, Group policy and configuration management, DHCP, TCP/IP
- Performed re-imaging of DELL laptops and adjusted BIOS configuration
- Provided support to users on CISCO VPN, SharePoint, and OneDrive cloud computing services
- Performed software/hardware upgrades, moves, desktop setup, and installations of equipment where applicable
- Provided support to users for mobile devices, VoIP, printers, and other office equipment.
Technical Innovation Trainer
Procopio, Cory, Hargreaves & Savitch LLP
2022.01 - 2022.06
- Responsible for technical training to over 400 attorneys and staff on the following software programs: Intapp Time Builder, Microsoft Windows, MS Office 365, Outlook, Word, Excel, PowerPoint, Visio, iManage Work, ADP Timesheets, Business Intelligence, HighQ, Mailgate Spam Filter, ShareFile, Docu-Sign, Adobe Acrobat Pro DC, LexisNexis Casemap, ContactEase, KnowBe4, Payne Numbering Ribbons, Relativity, Snag It, Zoom, Foundation IP, MS Teams
- Created, executed, and closed service tickets for attorneys and staff personnel with 99% resolution
- Facilitated weekly training online on the firm's software applications
- Customized automated online learning modules, presentations, and lab exercises
- Developed technical training content, software manuals and quick reference guides (tip sheets) for users
- Provided on-site and remote support troubleshooting company-provided equipment and mobile devices
- Set up the classroom for daily training and handled help desk calls via MS Teams and CRM.
IT Help Desk Support Federal Student Worker
DeVry University
2019.09 - 2020.03
- Provided Tier 1 on-site IT support to staff and students and escalated issues that extend beyond Tier 1 span
- Created new user accounts in active directory for all staff and students, reset passwords
- Installed and updated software applications to keep all users up to date with secure applications
- Performed virus and malware prevention, detection, and removal
- Troubleshooting of over 30 PC workstations and mobile, printers, copier, and mobile devices
- Created and closed successfully over 250 service tickets for trouble calls of users in ServiceNow ticketing system
- Set up of Cisco Virtual Circuit Channel classroom equipment and testing of Wi-Fi connections / Access Points
- Performed the inventory of over 200 computers and laptops, re-imaging of laptops, and testing
- Installed and supported over 20 VoIP phones, 200 desktop computers, laptops, and 5 printer/scanners
- Monitored Windows networking (TCP/IP, wireless configurations, DNS) for company.
Senior Case Manager - Veterans
ResCare Workforce Services
2018.01 - 2018.05
- Responsible for employment services and training to over 100 Veterans working closely with EDD/ DVOP Staff
- Career counseling and case management of 500+ Veterans and civilian WIOA participants
- Recruited Veterans with disabilities to enroll in career pathways programs
- Ensured that Veteran job seekers with disabilities have access to different career and training services
- Placement of participants in subsidized on the job training (OJT) and short term vocational WIOA training
- Facilitated daily group orientation sessions and workshops, for employers and clients.
Command Paralegal - Office Manager - Legalman First Class (E-6)
U.S. Navy
2008.06 - 2015.05
- Held a Secret Clearance while on Active Duty in the U.S
- Navy to work on SIPR and NIPR networks
- Awarded the Navy Achievement Medal for outstanding Performance as Tax Center Coordinator year 2016
- Supervised the preparation of 1458 Federal and State Tax returns, efforts resulted in $2.2 Million in tax refunds, saving $218,000 in tax preparation fees to service members, veterans, and their families
- Awarded the Navy Achievement Medal for outstanding Performance as Legal Assistant 2010-2011
- Processed over 340 legal cases and maintained confidentiality by safeguarding court documents
- Developed effective case tracking system increasing productivity to 75%
- Provided legal and administrative support to four Judge Advocate attorneys, supervised junior paralegals, correspondence, e-mails, powers of attorney, wills, and scheduling hearings and appointments
- Troubleshooted and repaired PCs, laptops, copier, scanner, and other electronics
- Provided training on legal, warfare pin, and command training over 1500 staff members.
Education
Bachelor of Applied Science in Information Technology - Information Technology Project Management
Devry University
San Diego, CA08.2022
Skills
- Top Secret Clearance eligible (JPAS)
- Desktop Support / Help Desk
- Customer service oriented
- Microsoft Teams Outlook, ServiceNow
- Windows, Android, iOS Apple
- Analytical and diagnostic skills
- Office 365 Word Excel PowerPoint
- Software Installation
- Project Management/Quality Assurance
- Bomgar Beyond Trust, Carbon Black
- Remote Access RDP
- Bilingual Fluent English & Spanish
- Active Directory, Citrix, SCCM, VMWare
- IT Project Management
- Time management / Fast learner
- OneDrive Cloud, Secure ID, VMWare
- Technical Trainer
- Team player / Reliable
- CISCO VPN, DNS, SharePoint
- Regulatory Compliance
- NIST / HIPAA / PCI DSS
Accomplishments
- Supervised team of nine staff members.
Education Certifications
- Bachelor's degree, Information Systems - concentration Cybersecurity, California Institute of Arts and Technology (CIAT), San Diego, CA, 08/2024
- CompTIA Security + Certification (ongoing self-study for the exam), 06/2024
- Root Cause Training, ITS Service Desk, General Atomics, 10/2022
- Bachelor's Degree, Technical Management, DeVry University, San Diego, CA, 08/2022
- Associate of Arts degree, Information Technology and Networking, DeVry University, San Diego, CA, 03/2022
- Paralegal Certification (ABA Approved), University of California San Diego Extension, San Diego, CA, 12/2017
- Bachelor's Degree, Paralegal Studies, Roger William University, Providence, R.I. Navy Legalman, 12/2013
Physical Fitness
I enjoy water skiing, Swimming and weight lifting.
Languages
Spanish
Native or Bilingual
Timeline
PC Desktop Support Technician - Contractor
MODIS (Akkodis) Staffing Agency contract for General Atomics
2022.06 - 2023.01
Technical Innovation Trainer
Procopio, Cory, Hargreaves & Savitch LLP
2022.01 - 2022.06
IT Help Desk Support Federal Student Worker
DeVry University
2019.09 - 2020.03
Senior Case Manager - Veterans
ResCare Workforce Services
2018.01 - 2018.05
Command Paralegal - Office Manager - Legalman First Class (E-6)
U.S. Navy
2008.06 - 2015.05
Bachelor of Applied Science in Information Technology - Information Technology Project Management
Devry University
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