Sherri Lee
Martinsburg,WV
Summary
Dynamic IT Specialist with extensive experience at the Department of Treasury, excelling in IT troubleshooting and documentation. Proven track record in enhancing system performance and security, while fostering collaboration across teams. Adept at mentoring staff and implementing innovative solutions, driving efficiency and compliance in critical financial environments.
Overview
26
26
years of professional experience
Work History
Lead IT Specialist Customer Support
Department of Treasury
09.1999 - Current
- Managed IT infrastructure, ensuring optimal performance and security for critical financial systems.
- Implemented software solutions to streamline reporting processes across departmental functions.
- Provided technical support and training to enhance staff proficiency with financial applications.
- Developed and maintained documentation for IT policies and procedures, ensuring compliance with regulations.
- Coordinated system upgrades, minimizing downtime while enhancing user experience and efficiency.
- Analyzed system performance metrics, identifying areas for improvement and recommending strategic enhancements.
- Led cross-functional teams in the deployment of new technology initiatives aligned with organizational goals.
- Mentored junior staff on best practices in IT support, fostering professional development within the team.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Provided exceptional customer service by promptly addressing problems reported by endusers.
- Walked individuals through basic troubleshooting tasks.
- Led migration projects to modernize legacy systems without disrupting daily operations or compromising security standards.
- Collaborated closely with other departments to provide tailored technology solutions that addressed their specific needs or challenges.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Trained employees on new technologies, increasing competency levels across the organization.
- Monitored systems in operation and input commands to troubleshoot areas.
- Reduced downtime by identifying potential issues and resolving them proactively.
- Collaborated with cross-functional teams to develop innovative IT strategies aligned with business goals.
- Established strong relationships with vendors, negotiating favorable contracts while maintaining high-quality products and services.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Monitored system performance to identify potential issues.
- Offered assistance in implementing and developing training programs.
Education
High School Diploma -
Jefferson High School
Shenandoah Junction, WV06-1975
Skills
- IT troubleshooting
- IT documentation
- Information security
- Troubleshooting
Timeline
Lead IT Specialist Customer Support
Department of Treasury
09.1999 - Current
High School Diploma -
Jefferson High School
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