Lynn LaMagdeleine
Woodstock,IL
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
21
21
years of professional experience
4
4
years of post-secondary education
7
7
Certifications
Work History
Service Desk Analyst\Network Admin\VoIP Admin
First National Bank of Omaha
Marengo, Illinois
06.2014 - 02.2025
- Tiers 1 and 2 support of 5000+ employees in multiple states
- Administration and support of 350+ applications
- Demonstrated 98% customer satisfaction over 2.5 years as Service Desk Analyst
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
- Resolved common user concerns by utilizing preset issue resolution scripts.
Warehouse Associate
Follett Content Solutions
McHenry, IL
11.2016 - 12.2018
- Book processing and quality assurance
- Verified accuracy of shipments and reported any discrepancies or damages
- Maintained accurate inventory records
- Ensured timely delivery of goods to customers
- Performed duties to select and setup order filling, retrieved books to fill customer orders and inspected orders for accuracy.
- Accurately and safely received, processed, and stored incoming products
- Prepared, packed, and scanned products for pick-up and delivery
- Displayed adaptability by taking on various roles within the warehouse as needed, including receiving, shipping, or inventory control duties.
- Performed inventory control, such as counting, and stocking merchandise.
- Increased accuracy in order picking by utilizing electronic scanning devices and following established procedures.
Stock Clerk
Menards
Woodstock, IL
06.2016 - 07.2017
- Stocked merchandise on the sales floor and ensured shelves and displays were full, faced and ready for customers
- Truck unloading
- Cash Register Associate
- Checked and pulled defective or expired products from shelves.
- Operated equipment such as pallet jacks and hand trucks to move heavy boxes.
- Answered customer questions and provided detailed product information.
- Demonstrated adaptability and flexibility by tackling various tasks as needed, contributing to the overall success of the stockroom team.
- Increased overall efficiency by cross-training in various departments to support team members during peak periods or absences.
Information Technology Technician
First National Bank of Omaha Castle Bank Division
DeKalb, IL
10.2007 - 05.2014
- Tiers 1 and 2 support for 400+ employees in 19 regional branches and offices
- Responded to and resolved customers' questions and technical issues using deskside, email and phone support
- Created FAQ documents and additional technical support resources for current and future IT resources and employees
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Assisted in testing new technologies prior to release
- Instructed employees on new technologies
- Office duties (spreadsheets, order management and negotiations, inventory, accounts payable, record keeping, etc)
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Assisted in the development of comprehensive disaster recovery plans to minimize potential impact on business operations in the event of a catastrophic event or system failure.
- Supported users during company-wide technology migrations, training staff members on how to effectively utilize new tools for increased productivity.
Information Technology Technician
First National Bank of Marengo
Marengo, IL
09.2003 - 09.2007
- Tiers 1 and 2 support of 100+ employees in 6 local bank branches
- Responded to and resolved customers' questions and technical issues using deskside, email and phone support
- Implementation and administration of Help Desk software
- Windows server and desktop administration, all aspects
- Technical vendor liaison
- Created FAQ documents and additional technical support resources for current and future IT resources and employees
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Ensured seamless software integration by thoroughly testing new applications prior to deployment across the organization.
- Increased user satisfaction by providing prompt and effective technical support to end-users experiencing issues with computer systems or software applications.
Education
Some College (No Degree) - CCNA
Kishwaukee College
Malta, IL 09.2011 - 03.2012
Associate of Applied Science - Computer Information Systems
Computer Information Systems MCC
Crystal Lake, IL 09.2007 - 05.2011
Skills
Microsoft windows and office
Remote IT support services
User-focused documentation
Proficient in ticketing systems
Effective issue resolution
Effective team collaboration
Proficient in handling multiple priorities
Service excellence
End-user support and troubleshooting
Office management expertise
Warehouse operations
Proactive self-starter
Certification
IBM AS400 Certified Specialist
Timeline
Warehouse Associate
Follett Content Solutions
11.2016 - 12.2018
Stock Clerk
Menards
06.2016 - 07.2017
Service Desk Analyst\Network Admin\VoIP Admin
First National Bank of Omaha
06.2014 - 02.2025
Some College (No Degree) - CCNA
Kishwaukee College
09.2011 - 03.2012
Information Technology Technician
First National Bank of Omaha Castle Bank Division
10.2007 - 05.2014
Associate of Applied Science - Computer Information Systems
Computer Information Systems MCC
09.2007 - 05.2011
Information Technology Technician
First National Bank of Marengo
09.2003 - 09.2007
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