Lorraine Parks
Layton,UT
Summary
Results-oriented professional with extensive experience in organizational consultancy and operational planning. Cross-functional communicator skilled in analyzing company needs, developing long-term solutions and implementing aligned vision across departments or business unit leadership. Solid problem-solver possessing strong knowledge of labor legislation and payroll processes. Commended for superior performance and consistently going above and beyond to exceed goals.
Overview
11
11
years of professional experience
Work History
Supervisory Human Resource Specialist
Department of Defense
HILL AFB, UT
08.2022 - Current
- Effectively managed the Customer Support Section within the Military Personnel Flight, overseeing 6 military members and 4 civilians, supporting 107,000 military, civilian, retired, and dependent members for 5 Major Commands and northern Utah.
- Briefer for Executive Leaders around Team Hill in regard to core programs handled within Customer Support, which supports military members and their families. Advises the MPF Commander and Superintendent on all mission impacting situations.
- Oversaw the Case Management System and LeaveWeb for the base. Processed over 500 LeaveWeb requests, conducted training for new Unit Program Coordinators for several squadrons around base, tracked/processed over 50 pay and non-pay affecting issues, ensuring military members’ records and pay were updated/corrected.
- Subject matter expert over managing Management Assessment Products, Transaction Registers and Military Personnel Data System updates for 51 units.
- Chief of Defense Enrollment Eligibility Reporting System (DEERS) and Real-time Automated Personnel Identification System (RAPIDS) operations, issuing over 18,500 identification cards.
Human Resources Lead Technician
Department of Defense
03.2021 - Current
- Daily responsibilities of approximately 2500+ administrative military personnel programs which includes Identification Cards, Common Access Cards, Defense Enrollment Eligibility Reporting System, Life Insurance, and any additional duties.
- Processed, updated, and advised a total of 15,100+ customers. Resolved concerns by clarifying, explaining best solution, and following up on cases. Implementing new customer support strategies successfully, decreasing overall wait times, while increasing customer satisfaction by 96%.
- Performed duties as Site Security Manager, executing over 207 fingerprint overrides. Educated and informed Verifying Officials and customers about our policies with extreme attention to detail. Kept secure all sensitive and private information securing $2.5M in CAC inventory
- Ensured all customers entering the Military Personnel Section are handled in an efficient, professional manner by personally maintaining the daily appointments and walk-in queue. Maintained and increased personal knowledge of system specifications and best practices.
Technical Support Advisor
Tesla, Inc.
Draper, UT
08.2020 - 03.2021
- Explained technical information in clear terms to non-technical individuals to promote better understanding. Trained and supported end-users with software, hardware and network standards and use processes.
- Helped streamline repair processes and update procedures for support action consistency. Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks. Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Ensured compliance with corporate security policies at all times by maintaining detailed documentation of all work performed in the ticketing system.
IT Support - Genius Technician
Apple Inc.
Austin, TX
02.2013 - 08.2020
- Oversaw all testing and troubleshooting for Mac OS and iOS applications and documented issue resolutions for development team. Replacing defective components or parts as needed.
- Assessed system hardware and software, suggested modifications to reduce lag time and improve overall speed. Maintaining records of repairs, calibrations, and tests performed on equipment.
- Responded to support request from end users and patiently walked individuals through basic troubleshooting systems and equipment and ran tests to make effective recommendations.
- Managed workflow and productivity of lower-level technicians to keep projects on task by reviewing technical manuals and other documents related to product operation and maintenance requirements.
- Trained customers on proper operation, maintenance, and safety of newly installed equipment. Updated logs and job reports for completed and pending repairs.
Education
Bachelor of Arts - Multi-/Interdisciplinary Studies - Sociology
The University of Texas At Arlington
Arlington, TX05-2015
Skills
- Fluent in Spanish; Native Speaker
- Team Leadership, Training & Development
- Organizational Development
- Management Development
- Benefits Administration
- Systems Analysis & Hardware Diagnostics
Timeline
Supervisory Human Resource Specialist
Department of Defense
08.2022 - Current
Human Resources Lead Technician
Department of Defense
03.2021 - Current
Technical Support Advisor
Tesla, Inc.
08.2020 - 03.2021
IT Support - Genius Technician
Apple Inc.
02.2013 - 08.2020
Bachelor of Arts - Multi-/Interdisciplinary Studies - Sociology
The University of Texas At Arlington