Laura Lange

Wylie, TX ***** 469-***-**** ad0qz6@r.postjobfree.com

Summary

Dedicated System Administrator able to respond to a wide range of challenges with a focused and creative approach. Highly effective at problem solving and decision making. Twenty-five years of progressive IT experience. Strong people leader skills with a cohesive mentality aligning multiple teams together with IT. Experience

HELPDESK MANAGER 05/2021 - 07/2023

Shift Technologies - San Francisco, CA

Calculated agreed-upon metrics to assess system effectiveness and refine systems strategy. Assessed system needs, improved design processes and enabled systems to align more closely with business expectations.

Hired, trained and managed employees and conducted performance evaluations. Coached, trained and developed five-member team to handle crisis situations with poise. Optimized SLA standards for entire IT team.

Developed and maintained processes and technology roadmap to achieve business objectives. Delivered a solution model and architecture to support business requirement for IT metrics using Jira Service Manager.

Implemented an asset recycling system reducing storage. Administered IT applications, including ABM, Okta, Google Admin, Slack, Microsoft, Atlassian, and FreshService. Successfully managed helpdesk vendors and software cycles which resulted in cost savings of over 40% for the company.

IT ADMINISTRATOR 01/2021 - 05/2021

Shift Technologies - San Francisco, CA

Coached and trained a new IT team.

Deployed and managed over 2500 iOS/Mac devices.

Educated on MacOS, iPad OS and iOS.

Developed IT training catalog offering self-service options, resulting in a 35% reduction in operational costs. Deployed devices to 15 locations across the U.S

Developed the Equipment Lifecycle Policy.

Developed the support desk and policies..

Facilitated implementation of JAMF Pro from start to finish, coordinated team training, end user support, Worked with a variety of departments to break down the silo's and have the same end goal for company success. Supported IT applications such as ABM, Okta, Google Admin, Microsoft, Adobe, and FreshService. Delivered consistent and quality training and onboarding for teams of contractors and staff members. Maintained strong knowledge of applicable SOX regulations to guarantee that designs, operations and IT systems met those requirements.

IT TEAM LEAD 05/2017 - 11/2020

Firstservice Residential - Dallas, TX

Escalated complex issues to Platforms Manager for timely resolution to maintain schedules and serve user needs. Delegated tasks to team members to manage timely project completion for each user Consulted users to determine areas in need of improvement. Improved job tasks and mentored junior team members on best practices and standards. Provisioned and setup of all new devices.

Authored and approved procedural documentation.

Lead technical implementations and supported 5 locations across Texas with 350 corporate employees and multiple off-site employees.

Configured new employee workstations and documented repair processes to streamline future technical support processes.

Administrator for ManageEngine ticketing and Microsoft applications and VoIP phone system. Configured and built networks for properties across Texas. IT ANALYST 09/2015 - 12/2016

Prelude Sercvices Inc. - Mechanicsburg, PA

Troubleshot and resolved problems with programs and systems. Coordinated installation of updated programs and systems. Monitored network operations to identify performance, capacity and utilization issues. Liaised with third-party vendors to resolve issues and evaluate platforms. Reused existing processes and services to streamline support and implementation of key systems. Collaborated with infrastructure personnel and departmental managers to identify, develop and implement cost-saving technologies.

Administrator for Citrix and hardware located in local sites. Maintained telephony and network infrastructure at 5 sites across Dallas metroplex. SENIOR IT ANALYST 08/2012 - 09/2014

HCL America - Dallas, TX

Provided technical support and guidance to internal staff. Assisted in troubleshooting and resolving customer service issues. Administrator for Bomgar ticketing and SCIM imaging. Administrator for Microsoft applications and OS.

Planned various product configurations to meet diverse customer needs Developed and wrote technical documentation for products Conferred with customers and engineers to assess equipment needs and determine system requirements Education and Training

Kaplan University - Davenport, IA Bachelor of Science Information Technology, 06/2015

Skills

Apple solutions

Documentation management

Analytical

Critical thinking

Team management

People skills

Compelling leadership skills

Jira

Okta

Salesforce

Google Workspace

Jamf MDM

ITIL Certification in progress

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