Lisa Cook
Victoria ,TX
Summary
Highly organized and dedicated IT professional with over 8 years of experience of providing technical support in libraries settings. The ability to identify, develop strategies, and quickly resolve technology issues. Strong background in providing efficient and effective solutions in customer service.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Coordinator
Endeavors
01.2024 - Current
- Responded quickly and calmly to phone calls and emails while dealing with individuals in crisis
- Provided 100 % support and empathy to individuals dealing with abuse, mental health issues, and homelessness
- Developed and maintained the database of social services for the Houston Rapid Rehousing Program.
Librarian
Victoria Public Library
08.2023 - 12.2023
- Instructed patrons on using library resources, computer applications, and online databases
- Provide technical support for desktops, laptops, printers, and mobile devices with 97% satisfaction.
- Used Active Directory to reset passwords, create or delete user accounts, and assign account privileges based on established protocol
- Restored order during conflicts between patrons regarding policies on resource use.
Library Specialist II
University of Texas Permian Basin
09.2022 - 08.2023
- Troubleshoot software, hardware, and network failures related to laptop and printer operation
- Created procedures for weeding youth collection and plasma screen slide usage
- Created and maintained documentation on troubleshooting and problem-resolution procedures for hotspots
- Trained staff, students, and faculty on new software, databases, laptops, and printers with a 98% satisfaction rate.
Security Coordinator (Night Operations)
University of Texas
08.2020 - 08.2022
- Monitors lobby and desk areas during shifts for safety and security
- Handle emergency procedures by UHD policies and procedures
- Check student IDs between the hours of 12:00 am to 8:00 am
- Enforce University and Residence Hall rules and regulations
- Provide customer service to residents and guests
Library Associate-Reference and Circulation Supervisor
Sterling Public Library
06.2019 - 06.2020
- Installed, repaired, and performed preventive maintenance on printers
- Explained over the phone or in person how to download apps, audio, or videos to library users
- Make collection calls on overdue items
- Cataloged Adult fiction
Children's Librarian Assistant
Fort Bend County Library
02.2017 - 05.2019
- Taught basic computer skills
- Prepared meeting rooms for internet connectivity, and ensured operational projector, audio, and laptop with a 99% success rate
- Assists patrons of all ages on how to use technology and find reference material
- Instructed users on how to use wi-fi to print with a 100% success rate
- Diagnosed and resolved software, hardware, and connectivity issues
Library Clerk
Fort Bend County Library
10.2014 - 02.2017
- Consistently improve customer satisfaction through resolution of conflicts, issues, and concerns
- Provided basic level of technical assistance to library users
- Created, maintained, deleted user accounts, and reset passwords according to established security policies and procedures with a 100% accuracy rate.
- Explain over the phone and in person how to download apps, audio, or videos to library users.
Education
Master of Library Information and Science -
The University of Denver
Denver, CO12.2021
Bachelor of Science in Anthropology -
The University of Houston
Houston, TX12.1997
Skills
- Network Connectivity
- Remote Support
- Software Installation
- Security Protocols
- Technical Documentation
- Database Management
- Account Administration
- Data Recovery
- Software diagnosis
- System Configuration
- User Support
Platforms
Windows, iOS, Android
Networking
LANs / WANs / TCP / IP, UDP, DNS, Wireless, and Active Directory
Applications
Microsoft Office, MARC, Dublin Core, Alma, Polaris, Koha, Apache, HTML, CSS, XML, RDA, DDC, LCSH, LOC, OCLC Worldcat, Norton & McAfee Antivirus, HMIS, and Salesforce.
Hardware
desktops, laptops, printers, scanners, and projectors
Certification
- Comptia A+ Training - In Progress
- IT Help Desk Professional Training -March 7, 2024
- IT Support Specialist Training - April 8, 2022
Timeline
Service Coordinator
Endeavors
01.2024 - Current
Librarian
Victoria Public Library
08.2023 - 12.2023
Library Specialist II
University of Texas Permian Basin
09.2022 - 08.2023
Security Coordinator (Night Operations)
University of Texas
08.2020 - 08.2022
Library Associate-Reference and Circulation Supervisor
Sterling Public Library
06.2019 - 06.2020
Children's Librarian Assistant
Fort Bend County Library
02.2017 - 05.2019
Library Clerk
Fort Bend County Library
10.2014 - 02.2017
Master of Library Information and Science -
The University of Denver
Bachelor of Science in Anthropology -
The University of Houston