Sarah Moran
Beaverton,OR
Summary
Highly skilled Help Desk Technician experienced with troubleshooting and resolving technical issues. Strong background in providing efficient and effective solutions to clients. Dedicated team player delivers great customer service. Organized and adept at problem identification, research, analysis, and resolution. Exceptional reliability and strong work ethic; well disciplined, self-motivated, and career-minded.
Overview
12
12
years of professional experience
Work History
Help Desk Technician
Bellingham IT
12.2022 - 05.2023
- Triaged and research incoming customer requests to better facilitate time management and priority issues, via Microsoft Teams, ticketing system, and walk-in clients
- Certified in Auto Task and ITGlue management platforms
- Provided thorough documentation of troubleshooting process for clients and company oversight
- Performed preventative and proactive maintenance for client systems in monthly and weekly reports.
Team Lead
Safer Schools Together
10.2019 - 06.2021
- Directed and supervised team of eight analysts in multiple time zones preparing, quality checking, and sending reports to over seventy clients in North America
- Provide over the phone and online customer service
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
- Nurtured long-term partnerships with clients by understanding their needs accurately, delivering projects on time, and providing exceptional customer support.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
Senior Threat Analyst
Safer Schools Together
09.2018 - 09.2019
- Generate timely 'Worrisome Online Behavior' Reports with open-source intelligence practices informing school districts of potential threats to school safety, culture and climate
- Provided incident response support for school districts for high-visibility issues involving social media
- Triage and delegate tasks in order of highest priority and importance
- Conducted baseline analysis on persons of interest collected from open-source intelligence to better inform school districts and local liaisons during Violent Threat Risk Assessments.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
Defense Contractor
Cyberspace Solutions/InteliTrac
08.2016 - 05.2018
Intelligence Analyst
United States Marine Corps
05.2011 - 05.2016
Education
Associate of Applied Science - Computer And Information Sciences
Whatcom Community College
Bellingham, WA03.2023
High School Diploma -
Tehachapi High School
Tehachapi, CA06.2010
Skills
- LAN, WAN, Enterprise Routing
- Windows, Linux, Apple Operating Systems
- DHCP/DNS Ethernet and Firewall
- Issue Resolution
- Technical Support Triage
- Network Infrastructure Monitoring
- Remote System Analysis
- Support Ticket System Management
- Network support
- Database Maintenance
- Software Updates
- Technical Documentation
Timeline
Help Desk Technician
Bellingham IT
12.2022 - 05.2023
Team Lead
Safer Schools Together
10.2019 - 06.2021
Senior Threat Analyst
Safer Schools Together
09.2018 - 09.2019
Defense Contractor
Cyberspace Solutions/InteliTrac
08.2016 - 05.2018
Intelligence Analyst
United States Marine Corps
05.2011 - 05.2016
Associate of Applied Science - Computer And Information Sciences
Whatcom Community College
High School Diploma -
Tehachapi High School
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