Technical Support It

Lisa Baker

Canonsburg, PA *****

****.*********@*******.*** +1-610-***-****

Professional Summary

Results-driven IT and Project Management professional with extensive experience in technical support, wireless telecommunications, vendor relations, and customer-facing account management. Adept at leading cross-functional teams, managing enterprise-level projects, and optimizing operational efficiency. Passionate about leveraging technology and strong client relationships to drive business success.

Core Competencies & Skills

- IT Support & Help Desk Management

- Telecommunications & Networking

- Project & Program Management

- Vendor & Stakeholder Collaboration

- Process Improvement & Compliance

- Microsoft Office 365, SharePoint, Power BI, Zendesk, SharePoint, ServiceNow, Salesforce

- Agile & SDLC Methodologies

- Technical Documentation & Training

- Customer Service & Client Relations

- Risk Management & Quality Assurance Wireless Technologies & Mobile Solutions Face-to-Face Customer & Account Management Vendor Relations & Procurement Strategy-Verizon, AT&T, T-Mobile and Sprint

Professional Experience

Mobility Specialist

AppDirect – Canonsburg, PA (April 2024 – January 2025)

- Provided Tier 1 and Tier 2 technical support for telecommunications systems.

- Developed comprehensive documentation, including diagrams and user guides.

- Conducted audits to identify vulnerabilities and recommended enhancements.

- Negotiated vendor contracts for cost-effective equipment procurement.

- Evaluated emerging technologies for potential implementation.

- Maintained telecom inventory and ensured regulatory compliance.

Network Analyst

TEKsystems – PNC Bank (October 2022 – September 2023)

- Monitored and optimized network performance, ensuring minimal downtime.

- Conducted security audits and enforced industry compliance standards.

- Designed and implemented secure remote access solutions.

- Provided root-cause analysis for recurring technical issues.

- Managed VLAN configurations, DHCP/DNS services, and IP address allocations.

Project Manager

TEKsystems (T-Mobile) (January 2022 – July 2022)

- Managed federal and public sector projects within the telecommunications industry.

- Led migration projects for Sprint-to-T-Mobile service transitions.

- Developed project roadmaps, risk assessments, and status reports.

- Conducted Webex presentations to review costs and service options with clients.

- Ensured compliance with service level agreements and regulatory policies.

Project Coordinator

Quality Custom Improvements (Remote) (November 2018 – December 2021)

- Oversaw multiple projects from initiation to completion, ensuring on-time delivery.

- Created and maintained project documentation and status reports.

- Assisted in budget management and resource allocation.

- Strengthened vendor relationships to improve service efficiency.

Additional roles at Sprint, Cricket, Communications Test Design Inc., and USPS available upon request.

Education

Marple Newtown High School – Newtown Square, PA

College Preparatory Diploma, June 1991

Certifications & Licenses

- Non-CDL Class C Driver’s License

Technical Proficiencies

- Operating Systems: Windows Server, Microsoft 365

- Software & Tools: Microsoft Project, Oracle, PeopleSoft, Salesforce, Power BI, Zendesk, Salesforce, ServiceNow

- Networking & Security: VoIP, LAN, VPN, Cisco Technologies

- Collaboration Platforms: Microsoft Teams, Webex, Slack

- Project Management: Agile, Scrum, Waterfall

Professional Development

Ongoing training in IT support, networking, and project management methodologies.

Additional Professional Experience

Project Implementation Specialist

Cricket Communications – King of Prussia, PA

April 2012 – March 2014

- Provided on-site and remote technical support to Premier and Standard dealer locations within Cricket’s indirect distribution network.

- Led software and systems implementation for new store launches, including onboarding, systems access, and training.

- Delivered both group and 1:1 training on retail software, point-of-sale systems, and sales techniques to drive performance.

- Utilized Cricket’s proprietary tools and reporting platforms to assess sales activity and ensure operational compliance.

- Assisted with inventory audits, reporting, and resolution of system discrepancies.

- Partnered with local and national retail partners to ensure proper brand representation and customer engagement.

Project Manager / Sales Implementation Specialist / Technical Support

Sprint (Now T-Mobile) – Wayne, PA

June 1998 – March 2011

- Managed technical projects for Government and Federal accounts, acting as the primary point of contact for customer escalations and project execution.

- Led the end-to-end implementation of wireless solutions including Wi-Fi, aircards, and device deployment.

- Delivered classroom and remote training to clients on Sprint software platforms, billing systems, and device usage.

- Supported internal and external customers through the Help Desk and on-site technical troubleshooting.

- Provided Tier 1 and Tier 2 support for hardware/software issues, including remote diagnostics and device configuration.

- Created monthly ad hoc reports, managed project milestones, and maintained documentation in line with compliance and quality assurance standards.

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