Lovisa Calhoun
IT Lead/Support Analyst Tech
Slidell,LA
Summary
Motivated technical support representative offering years of experience in the IT field. A great value to any organization in need of superior customer service/client interface, professional communication, collaboration across platforms, and interpersonal, multitasking abilities. Experienced in quickly and decisively addressing all internal and external issues while providing friendly and competent solutions in truncated timeframes across platforms such as PCs, networks, phone systems, and other computing peripherals.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Senior Tech Lead
DXC Technology
Slidell, LA
01.2019 - Current
- Managed and mentored a team of five associate/seasoned technicians in the reinforcement of technical guidance and support of installations, configurations, maintenance, and the troubleshooting of hardware/software
- Oversaw and optimized multiple on-site TechBars to increase employee satisfaction as well as to eliminate downtime
- Acted as the primary liaison between the client, the users, and the technicians regarding the overall health and status of all accounted-for machines
- Devised ways to optimize asset inventory control procedures to enhance efficiency and accuracy, while implementing best practices for tracking and managing IT assets
- Facilitated the build/setup, and rollout of email, teams, and software on various platforms for the arrival of 30+ interns
- This is a yearly project which requires attention to detail with zero room for error.
Senior Tech
DXC Technology
Slidell, LA
01.2013 - 01.2018
- Led the technical approach related to supporting the COVID-19 response efforts where my contributions were instrumental in addressing the many challenges posed by the pandemic; including the build and deployment of thermal imaging machines and secondary laptops within 2 business days in order to support business continuity
- Headed the efficient rollout of over 300 newly refreshed Solumina and Oracle kiosks with minimal disruptions to the production floor and live operations
- Developed the technical as well as the communication plans to perform a cutover/rollout while maintaining concurrent business operations
- Collaborated with the network team on the refresh/replacement of multiple switches in a non-disruptive manner to ensure a smooth transition
- My role was to develop clear communication plans for the team as well as the users, plan the timing of the switch replacements, and ensure a thorough test plan and testing across teams were performed to secure a successful implementation
- Completed 20+ per week computer refreshes while complying with the End Of Life as well as completing discretionary refreshes in support of business needs.
Associate Field Service
DXC Technology
Slidell, LA
01.2009 - 01.2012
- Relocated 300+ office workers from their original site to the recently acquired NASA facility without business disruption
- Developed a quality checklist to verify that all aspects of the relocation had been planned and tested successfully in the compressed timeframe allotted for the move
- Employed lessons learned from prior rollouts for a smooth transition and followed up with users to improve future relocation projects
- Tasked with moving 90+ engineers from one site to another while minimizing downtime and disruption
- I was responsible for testing all equipment, networks, and systems to ensure they were working as expected in the new environment, while effectively communicating status/progress to Senior Leadership
- Given my communications to Senior Leadership and attention to detail on the testing, I was asked to lead the physical moving of all equipment and final setup/installations over a weekend to support business continuity
- Supported and traveled to multiple sites (Bell, Aon Corp) to assist in surge efforts such as hiring events, software cutovers, hardware upgrades, switch/asset refresh etc
- Requested by the DXC client to integrate a new acquisition (Millen Works in California) over to the client’s system and the migration of 50 + users
- I performed an assessment of the existing network infrastructure and user accounts at the acquired site
- Using this information, I developed a comprehensive list and timeline of actions to migrate and integrate the assets, systems, and accounts in order to support the acquisition.
Associate Tech
DXC Technology
Slidell, LA
01.2005 - 01.2008
- Contracted to recover multiple sites from Hurricane Katrina, restore network – rebuild, and get 700+ users back up and running
- Supported reestablishing the network infrastructure with power, switches, network, POTs, printers, and setup of equipment/peripherals
- Coordinated with Senior Leadership the site-by-site approach to bringing the systems online following Hurricane Katrina to enable the highest priority assets to begin operations in accordance with the phased approach plan.
CompuVend
Beta Analyst
Metairie, LA
01.2003 - 01.2008
- Responsible for testing and debugging new vending software being rolled out to vendors across the United States
- Support handheld scanners (hardware and software)
- Maintain and run office equipment
- Provide customer service support to vendors across the United States
- Travel to various states/customers supporting the newly implemented software.
Skills
- Operating Systems – Windows XP, 7, 10, 11, Office 2016, 365 GCC-High
- OS Deployment tools – SCCM Configuration Management, PXE Boot Server
- Security Tools – BitLocker, Defender, Versasec, Active Directory
- Remote Tools –Dameware, BeyondTrust (Bomgar), RDP, Global Protect, RSA SecurID
- Automation/Change Management tools – ServiceNow (SNOW), Remedy, WLMT
- Management/Leadership – Support, Train, Remediate, Coordinate, Analyze
Certification
- Microsoft Certified Professional
- CompTIA Network + Certified Professional
- Dell Certified Professional
Accomplishments
- Performed visual checks for Hard Drive failure, light checks for console error messages, and power status. Performed basic troubleshooting like ping, DNS lookup, IP release/renew, and traceroute on Network devices.
- Led troubleshooting efforts on internet systems, LANs, VoIP, and WAN across multiple sites.
- Provided 24/7 support to users, vendors, networks, servers, printers, and phones.
- Reinforced technical guidance support in the installation, configuration, maintenance, and troubleshooting of hardware and software.
- Investigated complex issues reported by users and provided a solution to meet the need.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various positions up and down the leadership chain.
- Streamlined solutions with the customer online and in person by asking probing questions to locate the root cause and provide a solution.
- Created documentation outlining specific problems and immediate fixes for resolving customer issues quickly and efficiently.
- Supported over 1,000 on-site and remote users in various parts of the states/world, diagnosing and resolving issues over private and public networks.
- Maintained accurate data in SNOW to reflect the Serial Number, Model number, user, and location of the asset.
Awards
Voice of the Customer Award, 2016,
Emerald Award, Top Performer,
Sapphire Award, Exceptional Performance with machine refreshes
Care Award, Excellent Remote Support
eThanks Award, Stepping up to the Challenge
References
References available upon request.
Timeline
Senior Tech Lead
DXC Technology
01.2019 - Current
Senior Tech
DXC Technology
01.2013 - 01.2018
Associate Field Service
DXC Technology
01.2009 - 01.2012
Associate Tech
DXC Technology
01.2005 - 01.2008
CompuVend
Beta Analyst
01.2003 - 01.2008
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