Deb Lotardo ady091@r.postjobfree.com 602-***-****

E Learning Management System (LMS) - IT Help Desk Specialist with 8+ years of experience Delivered support for a large volume of both calls and online tickets for client support and resolutions. Naturally skilled at building rapport and maintaining professional relationships with clients and the team. Strong willingness to learn and adapt to new responsibilities. Experience with government work, standards and compliance protocols. Experience

LMS Help Desk Professional

TraCorp Inc, Arizona July 2018 – July 2023

• Worked with the product team to build new platform features and test edge cases.

• Executed online course testing to determine SCORM compliance.

• Tested entire LMS platforms for any discrepancies or bugs prior to client delivery.

• Investigated client reported issues and walked them through company protocol to a resolution.

• Performed product and feature demonstrations to clients as new releases are deployed.

• Utilized Internal ticketing for software development, deployment, and bug and release tracking.

• Managed External client help desk for product questions and troubleshooting potential bugs.

• Provided support to end users by phone or their help desk ticket. Skills

Basecamp /Jira * WHM / cPanel * HESK * Novusii LMS Platform * PuTTY * Route 53 * SCORM / AICC Content pkgs IT Help Desk/Tech Support / Internet Sales Manager RideNow Powersports, Arizona March 2014 – June 2018

• Provided help desk support to external Vendors and our internal end-users for set-up and access.

• Educated internal Users about correctly using company software.

• Answered questions about product features and resolve procedure problems.

• Recorded issues and generated documentation to common use issues and error trends.

• Escalated service questions to appropriate IT team member.

• Investigated reported issues and walk User through company protocols. Skills

700 Credit * Accessory Smart * Active Directory * CDK Global * Dealer Spike * iFormBuilder-Zerion * Lansweeper Lightspeed NXT/EVO * Lot Vantage * mySonitrol * Pricebooks * Rackspace/Exchange * Spiceworks * TLP Education

Information Technology AA with Honors - 3.88 GPA - University of Phoenix - June 2013 Honors, Awards, and Certificates

• Member of “Society of Women in Engineering.”

• DOD Secret Security Clearance.

• Featured in “TEAM CDI” – Nationwide Engineering Newsletter.

• ISO 9000, 9001 Certified

• Awarded Gold, Silver, and Bronze Certificates by Harley-Davidson for achievement in Sales. Additional Experience presented upon request

Engineering - Electro-Mechanical and Controls / Harley-Davidson – Motorcycle Sales and Marketing Dear Employer,

It is my pleasure to recommend Deb Lotardo for employment. I have known Deb for nearly five years, during which time she worked as a Help Desk Support Agent in our organization under my supervision. I have been consistently impressed with Deb's attitude and dedication to customer service excellence during the time that she has worked at TraCorp.

Deb is both very personable and persistent. She is a team player and has shown the ability to support a large volume of both calls and online tickets for technical resolve. She’s a natural at developing rapport and building relationships with team members and customers alike. She diligently follows instructions, seeks feedback on her work, and makes recommendations on process improvements. I recommend Ms. Lotardo without reservation. I am confident that she will establish productive relationships with your staff and constituents. Please let me know if you need additional information about this outstanding individual.

Sincerely,

Tobi Flowers

Chief Operating Officer

https://www.tracorp.com

Deb Lotardo ady091@r.postjobfree.com 602-***-****

Continued

Engineering Experience

Senior Drafter / Technical Lead and Client Liaison

(Supported contracts with Intel, Rolls Royce, Honeywell) CDI Engineering Corp - Phoenix, Arizona

CAD Designer

Allied Signal–Aerospace - Tempe, Arizona

3S–Phoenix Inc. - Chandler, Arizona

Controls CAD Design/Drafter

(Automated Equipment using, hydraulics, air compression and robotics - Designed the robotic/pneumatic device to fold, package and deploy automobile airbags) Automated Solutions Inc. - Tempe, AZ

Senior CAD Design/Drafter

EF Data Corp - Tempe, AZ (Currently Comtech)

Design/Drafter

(Space Shuttle Payload Gimbal system / Telemetry and Tracking systems) Loral Defense Systems/Goodyear Aerospace - Goodyear, Arizona Electro/Mechanical Drafter

Microwave Systems Engineering - Phoenix, AZ - Low Noise Amplifiers (LNA) /Low Noise Converters (LNC) Space Data Corp. - Tempe, AZ

Sperry Flight Systems & Motorola - Phoenix, Arizona Bechtel Power Corp. - Downey, California (Palo Verde Nuclear Power Plant) Grumman Aerospace - Woodbury, New York (Perishable Container) Spellman High Voltage - Plainview, New York (High Voltage Power Supplies) Skills

PC Anywhere * AutoCAD 12/13/14 * Formtek

MIL-STDS

ANSI Y14.1, 14.15, 14.15a, 14.5

ANSI Y32.14, 32.16, 32.2

ISO 9000, 9001 Certified

Motorcycle Sales and Marketing Experience

Motorcycle Sales – Marketing Events

Chandler Harley-Davidson Motorcycles - Chandler, Arizona Chester's Harley-Davidson Motorcycles (Formerly Chosa’s Harley-Davidson) - Mesa, Arizona High-End motorcycle sales ( American Ironhorse * Swift * Wild West * Saxon). Genesis Custom Cycles - Phoenix, Arizona

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