Journeyman Computer User Support

Katie Lungren

Fort Collins, Colorado, United States

*****.*******@*****.***

linkedin.com/in/katielungren

Summary

Manager, mentor, and volunteer. Helping to shape the next generation for our future. Foodie. Experience

Journeyman Computer User Support

General Dynamics Information Technology

Dec 2023 - Present (2 months)

• Provide outstanding customer support assistance via phone and email using Windows 10

• Workflow, track, and log tasks / incidents in ServiceNow ticketing system

• Install and configure PCs and related hardware such as mouse, keyboard, monitor, printer, and docking station

• Hardware upgrades such as video cards, hard drives, and memory

• LAN connectivity troubleshooting with firm understanding of TCP/IP

• Meet task and incident SLAs in a high-volume environment

• Provide extensive support to remote customers utilizing Citrix and troubleshooting remote access problems effectively

• VPN troubleshooting (Zscaler)

• Perform some network administrative tasks; create new users, assign privileges, reset passwords in Active Directory

• Troubleshoot desktops, laptops, tablets, and mobile devices (Android, iOS devices)

• Maintain high level of security and follow federal policies when handling sensitive data

• Regularly collaborate with remote teams in Georgia, Alaska, and Puerto Rico

• Manage usage and compliance reports in Power BI for multiple campuses and remote users IT Manager for Client Services - College of Health & Human Sciences Colorado State University

Nov 2020 - Aug 2023 (2 years 10 months)

• Mentor, support, manage, and delegate tasks / projects to 30+ student computer lab operators and help desk employees

• 10+ years’ experience of IT support and customer service, including ticketing systems and asset management (Lansweeper, Spiceworks)

• 6+ years’ experience with Active Directory, group policy creation / management, VMware, and imaging tools (Microsoft Deployment Toolkit)

• Strong troubleshooting knowledge for Windows 7, Windows 8, Windows 10, Mac OS X 10.6-10.11, Mac OS 10.12-10.15, and macOS 11-14

• Advanced experience with jamf PRO, Microsoft Azure Active Directory, Symantec Endpoint Protection, and MECM (formerly SCCM)

Katie Lungren - page 1

• Engage in short-term and long-term strategic planning for IT systems at the college and university levels

• Utilize and manage in-house products and mobile / web applications

• Troubleshoot technical issues for computers, printers, projectors, smart devices (Androids, iOS devices), remote access, Citrix, and VPNs

• Firm understanding of PowerShell scripting

• Extensive experience using SharePoint, JIRA, and Confluence for support, collaboration, and knowledgebase

• Work independently and collaboratively to solve problems

• Support, manage, and coordinate with faculty, staff, administrators, students, classroom computer labs, systems administrators and 70+ software / hardware vendors

• Technical writing; create / update / manage knowledge base articles for both internal and client-facing instruction

IT Coordinator - College of Liberal Arts

Colorado State University

Feb 2017 - Nov 2020 (3 years 10 months)

• Third-tier help desk support for faculty, staff, administrators, students, and classroom computer labs

• Strong knowledge of Microsoft Office 365 suite

• Delegate tasks and projects to student employees

• Create / manage schedules for help desk projects and student employees

• Troubleshoot technical issues via phone, email, remote access, and in-person

• Support of Apple computers and smartphones (Boot Camp, Parallels)

• Experience with Active Directory, group policy, Spiceworks Helpdesk Management and Inventory, Lansweeper, and imaging tools (SCCM, Microsoft Deployment Toolkit) Screening and Selection Services Customer Representative I ADP

Aug 2016 - Feb 2017 (7 months)

• Manage applicant tracking systems and background / drug screening products

• Provide quality customer service in a high-volume call center via phone, email, and remote access

• Facilitate training tutorials for clients and employee applicants

• Make recommendations based on customer feedback and personal experience

• Strong knowledge of the Fair Credit Reporting Act and Social Security Administration regulations Help Desk Technician Tier II

Colorado State University

Jun 2014 - Aug 2016 (2 years 3 months)

• Second-tier hardware and software support of computers, printers, phones, and smart devices

• Install and configure in-house and third-party software

• Support network security

• Utilize effective and courteous communication to quickly resolve technical issues

• Generate Equipment Accountability Change Request forms for Surplus Property

• Work independently to solve problems; manage advanced short-term and long-term projects

• Excellent support and troubleshooting for all Office 365 programs, including Outlook and OneDrive Katie Lungren - page 2

Education

Colorado State University

Bachelor's Degree, Anthropology

2011 - 2015

Moore Norman Technology Center

Graphic Design Certification & Production Artist Certification, Graphic Design 2009 - 2011

Skills

Leadership • Time Management • Teamwork • Research • Troubleshooting • Customer Service • Communication • Creative Problem Solving • Tenacious Work Ethic • Project Management Katie Lungren - page 3

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