Linnie L Lowe
IT Senior Support Specialist
Peachtree Corners,GA
Summary
With a proven track record at INGENICO, I excel in delivering end-user support and leading IT projects, ensuring seamless operations and superior customer service. My expertise spans from troubleshooting to IT employee training, underpinned by strong team-building skills. Achievements include significantly enhancing system efficiency and user satisfaction.
Overview
12
12
years of professional experience
Work History
SENIOR HELPDESK SPECIALIST
INGENICO
01.2017 - 11.2024
- Provides Support for the North America Region
- Manage Company Cell Phone System
- Manage North America Region IT Equipment Purchasing
- Manage Active Directory Users and Groups
- Provides Technical Expertise to Team Members and Employees
- Strong Troubleshooting and Problem-Solving Abilities
- Support Hardware, Software Operating Systems, Service Desk Tools, and Remote Access
- Writes Documents for any IT Related Issues
- Spot-Checked Work to Ensure Help Desk Staff is Knowledgeable and Courteous
- Utilized Remote Access and Desk Service Tools to Provide On-Site Troubleshooting Assistance for company employees
- Manage User Users/Computer Accounts in SCCM
- Create Scripts in Power Shell
- Hiring Manager
- Planning for the Hire (job description)
- Setting up and Conducting Interviews
- Determining Details of the Position and Extending the Job Offer
- Planning the New Employee Process
- Manage Company Cell Phone Systems and Purchases
- Contact the provider (AT&T) to get updated pricing for the latest devices i.e., Cellphones, and tablets
- Contacting the provider to discuss the purchase of a new cell phone
- Ensure monthly bill payments are made and an invoice is received by accounting
- Review yearly inventory of devices to add, remove, or change if necessary
- Maintain IT Equipment
- Creates a quarterly report of devices that require upgrades for the users
- Create a report for new hires
- This involves working closely with Human Resources to ensure that all open positions will have equipment available
- Submit equipment request information into the Dell portal for a quote to input into iBuy for approval
- Manage Active Directory Users and Groups
- Insect information new hire, computer updates, email updates, updating distribution groups
- Pull reports using Powell Shell for inventory logs every year
- Create a new account or disable it for users based on the status information provided by Human Resources
- IT Employee Training
- Provide IT Training to all new hires
- Training includes:
- Discuss how to secure equipment provided to users
- How to reset network password
- How to log into VPN (Forticlient)
- How to create a trouble ticket with NAR Jiva Helpdesk
- How to use MFA from the cellphone with the computer
- How to log into One Drive
- How to find the computer's hostname, Login Domain, Login Server, and username
- How to use Microsoft Teams and Outlook
- Some users may require SAP accounts to be created
- Providing answers new hires may have while in the section
LEAD HELPDESK SPECIALIST
Core Security
04.2015 - 01.2017
- Managed the installation, configuration, administration, and maintenance of networks and computer systems
- Managed tracking IT projects, from inception to implementation and supported transition
- Managed communications and expectations of clients, sponsors, users, teams, contractors and the Enterprise while ensuring project adherence
- Recommended new systems and solutions
- Provided technical support and troubleshooting on local area networks (LAN) and data networks
- Used proven troubleshooting methods and tools to resolve system issues
- This included meeting with users, debugging, coordination with other analysts within IT, as well as working with vendor personnel to provide resolutions to the customers
- Established IT project methodologies and standards, including developing resource plans, risk assessments, project plans, checkpoint reviews, and other deliverables as the project requires
- Managed project execution in the provided timeframe, budget, schedule, and scope
Team Lead
Kaiser Permanente (Rose International)
12.2012 - 12.2014
- Managed employees on the Implementation team, with direct responsibility for refresh deployment and Windows 10 migration projects
- Managed the installation, configuration, administration, and maintenance of networks and computer systems
- Managed project stages and assessed business implications for each stage for large-scale events
- Managed all Clinical applications, programs, screens, and databases
- Managed project execution for SDLC to ensure adherence to budget, schedule, and scope
- Managed the development of new implementations, enhancements, and technical production flow for existing Systems
- Managed innovations in technology and financial practices; and made recommendations on new systems and solutions
- Provided technical support and troubleshooting problems on local area networks (LAN) and data networks
- Managed troubleshooting methods and tools to resolve system issues
- This included meeting with customers, debugging, coordinating with other analysts within IT, as well as working with vendor personnel to provide resolutions to the customers
- Managed implementation of feedback mechanisms/systems to ensure that appropriate levels of security, reliability, and user satisfaction were maintained
- Managed progress to assure deadlines, standards, and cost targets are met
- Managed and maintained the overall project schedule
- Facilitate meetings for project progression
- Assist the Program Manager in the maintenance of Change Requests, RAID Log, and Action Items
Education
Bachelor of Science - Information Technology with a concentration on Advanced Cyber Security
University of Phoenix
12.2023
Certificate of Information Technology - Omni Tech Networking Engineering Program
OmniTech Institute
12.2010
Skills
- Customer Service
- End-User Support
- Team Building
- Problem Resolution/Troubleshooting
- IT Employee Training
- Business reporting
- Maintenance and repair
- Documentation management
- Proficient in [software]
- Technical troubleshooting
- Team performance improvement
- Continuous improvement
- Customer relations
- Emergency response
- System installations
- Coaching and mentoring
- Risk management
- Technical communication
- Troubleshooting techniques
- Analytical thinking
- Supply management
- Root-cause analysis
- Team collaboration
- Process optimization
Timeline
SENIOR HELPDESK SPECIALIST
INGENICO
01.2017 - 11.2024
LEAD HELPDESK SPECIALIST
Core Security
04.2015 - 01.2017
Team Lead
Kaiser Permanente (Rose International)
12.2012 - 12.2014
Bachelor of Science - Information Technology with a concentration on Advanced Cyber Security
University of Phoenix
Certificate of Information Technology - Omni Tech Networking Engineering Program
OmniTech Institute
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