LISSA WEISS
Gloucester Point,VA
Summary
IT support professional with hands-on experience resolving hardware, software, and access issues through ServiceNow, Active Directory, and Microsoft 365. Supports remote onboarding, device setup, and end-user training across distributed teams while maintaining dependable service and clear communication.
Overview
1
1
Certification
21
21
years of professional experience
Work History
Desktop Support
Langley Federal Credit Union
Newport News, VA
02.2026 - 09.2026
- - Used ServiceNow ticketing system Acted as main support contact for all IT-related inquiries. Escalated tickets to appropriate teams, as needed. - Worked within Active Directory, DNS and DHCP daily - Worked on all hardware issues - pc minis, laptops, wireless headsets (hardware and software), monitors with docking stations or daisy chained, ID scanners, signature pads, desk setups, audits of branches, etc. - Provided excellent customer service to internal users to help support the entire credit union and our collective goals
Lead Customer Support Agent
Digital Technology Solutions
02.2024 - 08.2025
- Delivered helpdesk support to multiple companies across various industries.
- Trained and worked extensively with Kyocera, Datto, Autotask, and IT Glue; handled some RingCentral troubleshooting.
- Created and managed SaaS accounts; coordinated employee onboarding and offboarding across multiple client organizations.
- Administered Microsoft 365 environments for multiple tenants, including permissions and security settings.
- Utilized Intune and Autopilot to set up new users with their hardware remotely.
- Remote
IT Support Specialist
Landmark Recovery
, United States
11.2020 - 08.2023
- Provided L1 and L2 technical support to 1,200+ users across 15 facilities in 7 states via phone, ticketing systems, and remote tools.
- Troubleshot and repaired desktops, laptops, iPads, iPhones, printers, monitors, and docking stations; shipped and deployed hardware for seamless onboarding of new hires.
- Served as Account Administrator for EMRs (Kipu, Sunwave); managed user setup, permissions, and issue resolution.
- Administered Office 365, Azure AD, SharePoint, Exchange Admin, Endpoint Manager, and Teams to ensure optimal user access and collaboration.
- Used Hexnode MDM and Apple Business Manager to remotely manage iOS devices.
- Supported SaaS applications including GoTo Connect, OpenPath, Sfax, HIPAA Secure Now, Yardi, DocuSign, Availity, and Form.com, facilitating efficient workflow across teams.
- Two time Cultural Ambassador Award recipient; maintained high first contact resolution rate.
Technical Support Specialist
K-Motion
Scottsdale, AZ
01.2018 - 03.2020
- Provided remote customer support and training for proprietary K Motion hardware and software.
- Led installation guidance, troubleshooting, and user education for clients and internal users.
- Performed testing for new hardware/software before release.
- Built ongoing client relationships through proactive follow up on training and technical needs.
Support Specialist 2
Isensix
San Diego, CA
07.2011 - 08.2012
- Supported wireless environmental monitoring solutions, ensuring optimal performance for healthcare and research clients.
- Managed proprietary software issues, enhancing network connectivity, reporting accuracy, and timely server updates.
- Troubleshot and configured proprietary hardware, facilitating installation across controlled environment equipment.
- Scheduled annual equipment calibrations and software updates; processed returns and replacements.
Support Analyst
Ferguson Enterprises
Newport News, VA
08.2005 - 09.2009
- Provided technical support to 20,000+ associates nationwide via phone, email, ticketing, and on call services.
- Configured and supported PCs, laptops, servers, routers, scanners, and printers to ensure operational readiness for users.
- Administered user accounts, passwords, and remote access (VPN, Citrix) while facilitating companywide mail server migration.
- Specialized in SAP/HPOMS printer setup and served as hardware contact for new acquisitions, ensuring seamless integration.
Education
Associate's degree - Computer Network Administration
Tidewater Tech-Trades
12-2005
Skills
- ServiceNow administration
- Active Directory
- Microsoft 365
- Intune Autopilot
- Device management
- User provisioning
- Remote support
- Remote desktop support
- Technical desktop support
- Hardware troubleshooting
- Client support
- Problem solving
- End-user assistance
Personal Information
Title: Support Analyst/IT Helpdesk
Certification
ITIL Certification, Achieved at Ferguson Enterprises in 2008
Accomplishments
- High First Contact Resolution
- Managed technical support for 1,200 users, achieving a high first contact resolution rate.
- Microsoft 365 Management
- Successfully administered Microsoft 365 environments and improved security settings for multiple tenants.
- Employee Training And Support
- Trained and supported staff, enhancing productivity and technical proficiency.
- Infrastructure Setup Success
- Assisted the setup of IT infrastructure for 15 new facilities across 7 states, sometimes travelling to facilities to manually install hardware and assist with EMR migration on-site.
AWARDS
Cultural Ambassador Award - Two time recipient at Landmark Recovery, National Deans List at Tidewater Tech
Timeline
Desktop Support
Langley Federal Credit Union
02.2026 - 09.2026
Lead Customer Support Agent
Digital Technology Solutions
02.2024 - 08.2025
IT Support Specialist
Landmark Recovery
11.2020 - 08.2023
Technical Support Specialist
K-Motion
01.2018 - 03.2020
Support Specialist 2
Isensix
07.2011 - 08.2012
Support Analyst
Ferguson Enterprises
08.2005 - 09.2009
Associate's degree - Computer Network Administration
Tidewater Tech-Trades