Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Lindsey Sands

Sugar Hill,GA

Summary

Motivated Client Service Representative with proven knowledge of desktop technology, end user support, and operating systems. Collaborative and driven with clear focus on putting clients first and supporting team needs. Well-organized, and flexible.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Client Services - IMAC-R

American IT Solutions
01.2022 - Current
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
  • Managed customers' expectations of support and technology functionality in order to provide positive end user experience.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Performed installation, maintenance and repair for complex internal computer hardware and various software applications.

HELPDESK ANALYST I

Primecare Technologies
01.2020 - Current
  • Answer user inquiries regarding computer software or hardware operation to resolve problems
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
  • Enter commands and observe system functioning to verify correct operations and detect errors.

SENIOR FIELD TECHNICIAN

ICT
08.2017 - 01.2020
  • Analyze network data to determine network usage, disk space availability, or server function
  • Configure security settings or access permissions for groups or individuals
  • Document network support activities
  • Install and configure wireless networking equipment
  • Install or repair network cables, including fiber optic cables
  • Install new hardware or software systems or components, ensuring integration with existing network systems
  • Test computer software or hardware, using standard diagnostic testing equipment and procedures
  • Troubleshoot network or connectivity problems for users or user groups
  • Document help desk requests and resolutions
  • Provide telephone support related to networking or connectivity issues
  • Test repaired items to ensure proper operation.
  • Deployed new technologies for improving reliability and scalability of VoIP networks.
  • Documented procedures related to installation, maintenance and troubleshooting of VoIP solutions.
  • Troubleshooted complex VoIP problems related to call routing, voice quality issues and other telecommunication systems.
  • Monitored bandwidth utilization trends on both LAN, WAN interfaces of routers, switches connected to the VoIP system.
  • Resolved customer complaints related to poor voice quality or dropped calls due to faulty equipment or configuration errors.
  • Configured, maintained and monitored VoIP network components such as gateways, PBXs, routers, switches and firewalls.
  • Identified potential areas for improvement in existing VoIP networks by monitoring key performance metrics.
  • Managed Vonage Project to convert POTs lines to VoIP lines and terminated lines at 66 and 110 blocks

CREW CHIEF

U.S. Air Force Reserves
11.2004 - 02.2011
  • Read and interpret maintenance manuals, service bulletins, and other specifications to determine the feasibility and method of repairing or replacing malfunctioning or damaged components
  • Inspect completed work to certify that maintenance meets standards and that aircraft are ready for operation
  • Maintain repair logs, documenting all preventive and corrective aircraft maintenance
  • Replace or repair worn, defective, or damaged components, using hand tools, gauges, and testing equipment
  • Measure parts for wear, using precision instruments
  • Service and maintain aircraft and related apparatus by performing activities such as flushing crankcases, cleaning screens, and lubricating moving parts
  • Communicate with other workers to coordinate fitting and alignment of heavy parts, or to facilitate processing of repair parts
  • Examine and inspect aircraft components, including landing gear, hydraulic systems, and deicers to locate cracks, breaks, leaks, or other problems.

Education

Diploma - Computer Information Systems

INTERACTIVE COLLEGE OF TECHNOLOGY
06.2018

Bachelor of Arts - Business Administration

Southern New Hampshire University
Hooksett, NH

Skills

  • Active Directory
  • Windows Installation and Configuration
  • Virtualization - Hyper V
  • Hardware Troubleshooting
  • Microsoft Windows and Office
  • Hardware Evaluation
  • Device Configuration
  • Remote Support
  • Call Routing
  • Virtualization Technologies
  • Connectivity Troubleshooting

Accomplishments

2018 Outstanding Customer Service Award

National Technical Honor Society Graduate 2018

Certification

  • Microsoft Technology Associate Certifications in the following areas
  • OS Systems
  • Security
  • Networking Fundamentals
  • Windows Server Administration

Languages

Spanish
Limited

Timeline

Client Services - IMAC-R

American IT Solutions
01.2022 - Current

HELPDESK ANALYST I

Primecare Technologies
01.2020 - Current

SENIOR FIELD TECHNICIAN

ICT
08.2017 - 01.2020

CREW CHIEF

U.S. Air Force Reserves
11.2004 - 02.2011

Diploma - Computer Information Systems

INTERACTIVE COLLEGE OF TECHNOLOGY

Bachelor of Arts - Business Administration

Southern New Hampshire University

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Lindsey Sands