Liza Langarica

• Supported department leadership in implementing new policies, procedures and controls.
• Offer coaching and resources to help junior technicians maintain progress and achieve goals such as Time To Completion of Tickets in Que.
• Conduct independent technical reviews of current Remedy system processes and records to proactively identify and correct process and system issues.
• Modeled effective and constructive communication behaviors between department heads, low-level staff and senior leaders to improve cross-functional collaboration.

• Administer, oversee and monitor systems, servers, hardware and software related to infrastructure.
• Collaborated with senior management on strategic planning for implementation of tech solutions.
• Worked closely with infrastructure staff and departmental decision makers to identify, recommend, develop and implement cost-effective technology solutions.
• Led functional and technical support for the implementation of software applications and enhancements.
• Used Incident tracking tools and resolved help tickets.
• Supported remote users and their technical needs
• Asset management

• Ensure Helpdesk tickets are handled in a timely fashion.
• Respond to technical issues via phone, email, chat, and in person.
• Break down and evaluate user problems using personal expertise and probing questions.
• Patch software and install newer versions to eliminate security problems and protect data.
• Update documentation and produce reports.
• Explain technical information in clear terms to non-technical individuals to promote better understanding.
• Set up new PCs and re-image PCs when required.
• Recommend ways to improve product and service support capabilities.
• Assure compliance with regulatory requirements such as SOX, HIPAA, CAP, GxP, and others.
• Installed, modified, and repaired software and hardware to resolve technical issues.
• Worked closely with network administrators and server engineers to deliver quality service.

• Performs system monitoring, verifying the integrity and availability of all hardware, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs.
• Install and configure systems that support enterprise applications or business unit-specific applications.
• Operations, End User Support, and Maintenance
• Provide internal escalation support relating to network and systems operations to up to 30 calls/tickets per day.
• Active Directory maintenance: Set up new users, and disable old users. Maintain security and mail groups.
• Configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.
• Function as primary support contact person for all employees. Respond to help desk tickets, track and resolve user problems and issues.
• Troubleshoot Windows PC and Apple-based hardware and software issues. Repair and recover from hardware and software failures. Coordinate and communicate with impacted constituencies.

• Installed, configured, and maintained desktop and laptop PCs, mobile devices, and peripherals, such as printers
• Installed and configured application and operating system software and upgrades
• Troubleshot and resolved hardware and network connectivity issues
• Maintained inventory of installed software, and created policies and procedures for upgrades
• Administered and maintained computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
• Produced task and project status reports for customers and senior management.
• Involved in multiple high-impact projects that improved work productivity for the company.

• Oversaw residential telecommunication networks, including telephones, office equipment, internet, and cable.
• Directed site surveys to ascertain best positioning of equipment for strongest signal reception.
• Installed and maintained systems and analyzed users' needs.
• Improved call back requests by 25%

Concentration in Networking