Summary
Overview
Work History
Education
Skills
Timeline
SoftwareEngineer
Lynette McRae

Lynette McRae

Fort Worth,TX

Summary

Motivated IT professional proudly offering over 13 years of experience.

Knowledgeable in email account setup, task prioritization, exemplary customer service and troubleshooting. Skilled in upgrading systems, installing network components and providing informal software demonstrations. Meets tight deadlines and consistently exceeds client expectations by proactively tracking and resolving faults and complaints.

Overview

14
14
years of professional experience

Work History

Campus IT Technician

Eagle Mountain- Saginaw ISD
Saginaw, TX
01.2022 - Current
  • Imaged OS and software deployments throughout system and addressed implementation concerns.
  • Migrate users from desktop to laptop, image new systems, assist users with new systems
  • Configured computers to network drivers and connected to printers and other peripheral equipment.
  • Troubleshoot, Identify and repair hardware issues caused by component failures using approved diagnostic tools.
  • Utilized password reset utility to unlock units with BIOS passwords
  • Analyzed workflows and procedures to recommend operational support tools and technologies.

Software Support Technician

Henry Schein Dental
Arlington, TX
08.2020 - 01.2021
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Maintained records of data communication transactions, problems and remedial actions or installation activities.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Provided real-time support to everyday users of Software.

Technical Support Specialist

First American Payment Systems
Fort Worth, TX
10.2019 - 04.2020
  • Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Supported customers with online billing, access and account issues.
  • Delivered local and remote Tier 2 IT support for hardware and software to company personnel.

Customer Service Representative

General Dynamics
Hattiesburg, MS
06.2017 - 05.2019
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Developed strong customer relationships to encourage repeat business.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Set up and activated customer accounts.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Help Desk Support Specialist

Conduent
Madison, MS
11.2015 - 05.2017
  • Resolved technical issues with software, hardware and peripherals.
  • Maintained audit trail and statistical records of problems and conditions reported by client.
  • Assisted clients with instructional support and product troubleshooting.
  • Answered user inquiries to resolve computer software or hardware operation problems.

IT Technician

Freelance
Laurel, MS
01.2011 - 09.2015
  • Performed troubleshooting on networking and connectivity issues to restore connections and network access.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Installed computers and other devices individually and across networks, testing connections to support proper functioning.
  • Trained users to operate and manage hardware and software.
  • Supported users with fax machines, printers and other output devices to facilitate local connectivity requirements.

Computer Technician Intern

Antonelli College
Hattiesburg, MS
09.2009 - 12.2010
  • Assisted students with hardware and software configuration, setup and troubleshooting to maintain system functions
  • Consulted with the Network Administrator to address campus service requests.
  • Troubleshoot devices to identify and solve issues with hardware or software performance.
  • Installed computers and other devices individually and across networks, testing connections to support proper functioning.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Documented repair processes and helped streamline procedures for future technical support actions.

Education

Bachelor of Science - Information Technology

University of Phoenix
Tempe, AZ
12.2024

Associate of Science - Information Technology

Antonelli College - Hattiesburg
Hattiesburg, MS
12.2010

Skills

  • Troubleshooting and Diagnostics
  • Remote Support Software
  • Microsoft 365 suite
  • CRM Software
  • Ticketing Systems
  • Software Installation
  • Hardware Configuration
  • Network Operating Systems
  • Telephone Etiquette
  • Inventory Management
  • Database Management
  • Data Recovery

Timeline

Campus IT Technician

Eagle Mountain- Saginaw ISD
01.2022 - Current

Software Support Technician

Henry Schein Dental
08.2020 - 01.2021

Technical Support Specialist

First American Payment Systems
10.2019 - 04.2020

Customer Service Representative

General Dynamics
06.2017 - 05.2019

Help Desk Support Specialist

Conduent
11.2015 - 05.2017

IT Technician

Freelance
01.2011 - 09.2015

Computer Technician Intern

Antonelli College
09.2009 - 12.2010

Bachelor of Science - Information Technology

University of Phoenix

Associate of Science - Information Technology

Antonelli College - Hattiesburg

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Lynette McRae