Luke Musa
Fishers,IN
Summary
IT support professional leading technicians, refining workflows, and reinforcing a customer-centered support culture. Managed a team of 10+ technicians while coordinating priorities across multiple buildings and guiding training, escalation handling, process improvement, and Windows Server troubleshooting. Ready for IT Support Team Lead work that depends on coaching, service standards, and dependable issue management.
Overview
8
8
years of professional experience
Work History
IT Product Support Specialist
Roche Diagnostics
Indianapolis, Indiana
10.2022 - Current
- Diagnosed complex software, instrument, and LIS connectivity failures across automated laboratory systems as the primary front-line contact.
- Analyzed HL7 communication traces, internal logs, and system workflows to resolve middleware issues and minimize laboratory downtime.
- Executed SQL queries, InterSystems IRIS database analysis, and network diagnostics to maintain high-availability server uptime.
- Partnered with global escalation teams to resolve high-visibility customer issues and guide site-specific adjustments.
- Vast experience with Cobas infinity/Navify Lab Operation interfaced with different LIS vendors
- Mentored new team members through structured case coaching, log analysis training, and troubleshooting strategies.
- Managed detailed technical case records in Salesforce Rexis in full compliance with FDA regulations and Roche Quality standards.
Technology Support Manager
MSD of Lawrence Township
Indianapolis, IN
07.2021 - 10.2022
- Maintained 90-95% uptime across district support systems through timely escalation and Windows Server troubleshooting.
- Led and mentored 10+ IT support technicians across multiple district buildings.
- Provided individualized coaching and professional development tailored to each technician's needs.
- Revamped inefficient support processes and introduced newer technologies to improve productivity.
- Built a customer-centered support culture through regular training and feedback collection.
- Partnered with district leaders, other departments, and outside vendors to identify IT needs and align support priorities.
Information Technology Support Technician
MSD of Lawrence Township
Indianapolis, IN
10.2020 - 07.2021
- Administered Microsoft Windows Servers (Active Directory) for 1200 users, supporting workstations and network security devices.
- Managed Alemba and Zendesk tickets, prioritized user-reported issues, and escalated complex cases to Tier 3 technicians.
- Maintained print servers serving over 300 printers and 2300 users across the district.
- Configured Cisco-Meraki network appliances at 20+ sites for intrusion detection, content filtering, and remote access.
- Troubleshot endpoint issues using TCP/IP, DHCP, and DNS fundamentals across Microsoft workstations.
- Documented recurring fixes in the knowledge base to support faster service desk resolution.
- Coordinated remote support with IT team members to resolve user issues across school sites.
Purchaser/Shipping and Receiving Manager
Bardach Awards
Indianapolis, IN
11.2018 - 10.2020
- Used Alere to prepare purchase orders for supplies, inventory, and custom client orders.
- Troubleshot major computer issues across multiple departments and documented recurring fixes in the knowledge base.
- Updated and installed business software weekly while supporting process improvement and cross-functional coordination.
- Electronically verified incoming and outgoing shipments and kept accurate records for inventory control.
Education
Associate of Science - Database Management and Administration
Ivy Tech Community College
Noblesville, IN05-2021
Bachelor of Science - Computer Science and Economics
Lead City University
Ibadan, Nigeria06-2011
Skills
- Windows Server
- TCP/IP
- DHCP
- DNS
- VPN
- Salesforce Rexis
- Firewalls
- Cobas Infinity/Navify Lab Operations
- Data Innovations Middleware
- Service desk ticketing
- Remote support
- Endpoint troubleshooting
- Knowledge base documentation
- Incident escalation
- IT team leadership
- Training coordination
- Process improvement
- Cross-functional coordination
- Service delivery metrics
Timeline
IT Product Support Specialist
Roche Diagnostics
10.2022 - Current
Technology Support Manager
MSD of Lawrence Township
07.2021 - 10.2022
Information Technology Support Technician
MSD of Lawrence Township
10.2020 - 07.2021
Purchaser/Shipping and Receiving Manager
Bardach Awards
11.2018 - 10.2020
Bachelor of Science - Computer Science and Economics
Lead City University
Associate of Science - Database Management and Administration
Ivy Tech Community College