Lisa DiBlasi
City of Saint Peters,MO
Summary
Results-driven Support Desk Analyst with over 8 years of IT experience, specializing in end-user application and hardware support across diverse industries including healthcare, finance, and aerospace. Proficient in Active Directory, Windows OS, and IT peripherals, demonstrating a strong ability to quickly learn new processes. Recognized for a dependable work ethic and effective task completion in various settings, ready to enhance team performance and drive positive outcomes.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Support Desk
LUXCO/MGP INGREDIENTS
St. Louis, Mo
08.2022 - 02.2025
- Delivered technical support to end users, ensuring prompt resolution of hardware and software issues through phone, email, and in-person communication
- Diagnosed and troubleshot client hardware and software problems, utilizing DevOps ticketing system to log and track support requests
- Provided remote assistance to end users using TeamViewer, SCCM, and ConnectWise for VPN connection issues, login difficulties, and application usage
- Manage user accounts, permissions, and system access with meticulous attention to detail
- Providing system access for end users
- Monitored and managed security alerts proactively at the first onset
- Facilitated training and onboarding for new employees, ensuring familiarity with IT systems and protocols
- Collaborated with other IT staff to enhance system performance and resolve complex issues
- Coordinated logistics for all company hardware, including troubleshooting, repair, and reimaging of computers
- Supported conference room setup and hardware, ensuring seamless operations
- Managed ordering and replacements for all hardware, ensuring timely procurement and efficient inventory management
- Maintained the phone system accounts with Mitel, providing seamless communication solutions
- Provided support for mobile devices with multi-factor authentication (MFA)
- Assisted other company sites with computer, printer, and connectivity issues, ensuring consistent IT support across locations
- Installed and updated software to maintain system functionality and security
Technical Support Analyst - Contractor
HUTTIG/ WOODGRAIN
Chesterfield, Mo
09.2021 - 08.2022
- Delivered comprehensive Help Desk support to end users, resolving technical issues efficiently
- Created and completed detailed documentation for tickets using Remedy Force
- Assisted end users with VPN connections and remote troubleshooting using SCCM
- Diagnosed and resolved Windows 10 OS issues
- Managed systems access, including distribution groups and shared inboxes
- Administered Active Directory: added/deleted users, modified accounts, unlocked accounts, changed passwords, and created distribution lists
- Supported Microsoft O365 applications and performed software installations/updates
- Conducted System and Dell updates
- Reconnected lost/broken connections
- Managed systems access terminations
- Utilized expertise in both wired and wireless desktop networking
- Explained and documented technical issues clearly for appropriate escalation
- Supported standalone and network printers, including adding printers, mapping printer drives, and troubleshooting spooler issues
- Installing /updating software
- Assisted users with mobile devices for Multi-Factor Authentication
- Tested solutions to verify resolution of technical issues
Systems Access Specialist - Contractor
WASHINGTON UNIVERSITY
St. Louis, Mo
05.2021 - 09.2021
- Managed systems access for end users in medical School, university, and hospital environments
- Created and managed tickets with Service Now, ensuring detailed documentation and timely resolution
- Administered Active Directory: added/deleted users, modified user accounts
- Supported Microsoft O365 applications and facilitated Box transfers and updates
- Handled system access terminations, ensuring compliance and security
- Utilized working knowledge of both wired and wireless desktop networking
- Demonstrated personal responsibility for solving issues and finding solutions
- Provided clear explanations and documentation of issues to appropriate levels as necessary
- Consistently followed up on assignments and completed tasks in a timely manner
- Excelled at organizing and making the workload and request process visible and efficient
Technical Support Specialist
LEXICON
Chesterfield, Mo
09.2020 - 04.2021
- Provided Help Desk support for end users in the United States and UK, ensuring timely resolution of technical issues
- Created and managed tickets using Service Now, maintaining detailed documentation
- Administered Active Directory: added/deleted users, modified accounts, unlocked accounts, and changed passwords
- Troubleshot Windows OS issues, including Windows 7 and 10
- Averaged 15 tickets per day within Service Desk ticketing system
- Supported both standalone and network printers, including adding printers, mapping printer drives, and troubleshooting spooler issues
- Utilized Remote Tools (Desktop Central) to assist end users with technical issues
- Provided support for Outlook, Exchange, O365 environment, mailbox support, storage issues, and more
- Set up and installed PCs, configured and installed software
- Assisted end users with VPN connections
- Organized equipment and training for new hires or replacements
- Imaged and reimaged desktops and laptops for first-time use and reuse
- Performed software updates, data backups, and restoration for users
- Reconnected lost and broken connections
- Supported mobile devices with basic setup and synchronization
- Demonstrated working knowledge of both wired and wireless desktop networking
- Took personal responsibility for solving issues and finding solutions
- Tested solutions to ensure technical issues were resolved, demonstrating analysis, problem-solving, judgement, communication, and system troubleshooting skills
- Provided clear explanations and documentation of issues to the appropriate levels
- Assisted with the implementation of operating system updates, software upgrades, and security patches
IT Support Specialist
AIRPORT TERMINAL SERVICES
St. Louis, MO
04.2018 - 03.2020
- Provided world-class Help Desk support for end users in the United States and Canada, ensuring prompt resolution of technical issues
- Administered Active Directory: added/deleted users and modified user accounts
- Troubleshot Windows OS issues, including Windows 7 and 10
- Averaged 15 tickets per day within Spiceworks ticketing system
- Supported both standalone and network printers, including adding printers, mapping printer drives, and troubleshooting spooler issues
- Utilized Remoting Tools (GoToAssist) to assist end users with technical issues
- Provided support for Outlook, Exchange, and O365 environments, including mailbox support, and storage issues
- Set up and installed PCs, and configured and installed software
- Created VPN connections and assisted end users
- Organized start-ups for new stations added to the company
- Imaged and reimaged desktops and laptops for first time use and reuse
- Performed software updates, data backups, and restoration for users
- Managed the ordering, organizing, and logistics of equipment
- Reconnected lost and broken connections
IT Support Specialist
FOUNDATION CARE PHARMACY
Earth City, Mo
04.2015 - 04.2018
- Supported end users with technical issues including Windows, Active Directory, TCP/IP, and Printers
- Resolved mailbox issues, including connectivity, setup, and storage, within MS Outlook and Exchange 2016 environments
- Proficient in break/fix, installations, and upgrades
- Supported mobile devices (Android) with basic setup and synchronizations
- Assisted in managing switches, routers, firewalls, and wireless access points
- Demonstrated working knowledge of both wired and wireless desktop networking
- Took personal responsibility for solving issues and finding solutions
- Tested solutions to ensure technical issues were resolved, showcasing analysis, problem-solving, judgement, communication, and system troubleshooting skills
- Provided clear explanations and documentation of issues to appropriate levels
- Assisted with or coordinated operating system updates, software upgrades/installs, security patches, and hardware clean-up/removal
- Consistently followed up on assignments and completed tasks in a timely manner
- Excelled at organizing and making the workload and request process visible
- Performed software updates, data backups, and restoration for users
- Completed employee computer setups and assisted users with equipment-related questions
- Maintained workstation hardware and software, ordered replacement parts, and tracked inventory
Education
Certificate of Technical Studies - Radiology
Mallinckrodt Institute of Radiology
St Louis, MO05-1990
Information Technology
Lindenwood University
Saint Charles, MOSkills
- Customer Support Technician
- Computer Hardware Technician
- Skilled in Windows OS Environments
- MS Outlook/ Exchange (including O365)
- Active Directory Management
- SharePoint Integration
- SCCM Administration
- Service Manager Console
- DevOps
- Configuration Manager
- Remote troubleshooting
- Network troubleshooting
- Software installation
- User training
- Inventory management
- Equipment logistics
- Ticketing systems
- Customer service
- Documentation skills
- Attention to detail
- Multitasking Abilities
- Microsoft office
- Flexible and adaptable
- Communication
Certification
- Security+ Certification, 2015
- Certified Fitness Consultant, 2009
Timeline
Support Desk
LUXCO/MGP INGREDIENTS
08.2022 - 02.2025
Technical Support Analyst - Contractor
HUTTIG/ WOODGRAIN
09.2021 - 08.2022
Systems Access Specialist - Contractor
WASHINGTON UNIVERSITY
05.2021 - 09.2021
Technical Support Specialist
LEXICON
09.2020 - 04.2021
IT Support Specialist
AIRPORT TERMINAL SERVICES
04.2018 - 03.2020
IT Support Specialist
FOUNDATION CARE PHARMACY
04.2015 - 04.2018
Certificate of Technical Studies - Radiology
Mallinckrodt Institute of Radiology
Information Technology
Lindenwood University
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