IT Specialist

Lisa Spence

Azle, TX • 682-***-**** • ************@*****.***

IT Specialist

Information Technology Specialist with decades of experience in system administration, network management, and user support across federal and corporate environments. Demonstrated expertise in deploying enterprise-level solutions, managing server infrastructure, and supporting disaster recovery strategies. Skilled in administering Windows servers, Active Directory, Microsoft Entra ID, electronic database management systems to ensure operational efficiency and data security. Adept at troubleshooting complex issues and delivery training to diverse user bases. WORK EXPERIENCE

DOT/Federal Aviation Administration 09/2002 - Present IT Specialist (Recently took DRP) Fort Worth,, TX

• Led enterprise-wide EDMS support and administration

• Managed critical customer escalations via remote tools

• Provided expert support for Microsoft VM Server 2019/2022

• Mentored Tier 1 admins and resolved complex escalations

• Managed & utilized ServiceNow/Remedy/Jira for incident management

• Demonstrated excellence in fast-paced, independent, and collaborative environments

• Spearheaded QA testing, bug fixes, and regression testing to ensure system stability and performance. IT Specialist Fort Worth,, TX

• Managed Windows Servers and FAA facility drawing database for 2,000+ users

• Led software testing for upgrades and new deployments

• Deployed and maintained Bentley ProjectWise EDMS, enhancing collaboration

• Served as ServiceNow queue lead, improving issue resolution efficiency

• Documented and resolved IT service tickets using ServiceNow

• Provided expert troubleshooting, independently and collaboratively

• Escalated and coordinated issue resolution with vendors

• Developed and distributed user guides across the organization

• Managed account maintenance in ProjectWise and Active Directory

• Provided remote support via screen sharing & remote control tools for swift issue resolution

• Maintained wide-format printing and scanning systems

• Created and managed 40 SharePoint/KSN sites for FAA Engineering Services

• Supported Microsoft 365 applications and enterprise-wide usage

• Collaborated with programmers and web developers on system enhancements

• Delivered Tier 1-3 support across program operations

• Ensured compliance with agency policies and guidelines Computer Specialist Fort Worth,, TX

• Managed Windows Server 2003, supporting 300+ federal office users.

• Led a nationwide help desk initiative, earning a monetary award for process improvements.

• Imaged and deployed desktops on lifecycle intervals and as needed.

• Coordinated VPN security for off-site technicians.

• Provided technical support for hardware, software, network issues, and end-user assistance. United States Dept of Agriculture 08/2002 - 09/2002 IT Specialist Fort Worth, TX

• Created user accounts, managed passwords, set up file sharing permissions and monitored user activity.

• Supported users with their day-to-day computer related queries in a timely manner.

• Regarded computer software and hardware operations and resolved problems. Ira D. Conklin & Sons, Inc. 06/1999 - 05/2002

Network Administrator Newburgh, NY

• Managed NT Windows 2000 network across three New York locations. Oversaw IT infrastructure for a company specializing in gas station construction, Haz-Mat response, custom hose manufacturing, and retail.

• Supported gas fuel management software for municipal use nationwide; developed software installation packages.

• Performed all user support

Practitioners Publishing Company 12/1994 - 05/1999 Technical Support Supervisor Fort Worth, TX

Research Analyst Fort Worth, TX

Tech Support Analyst Fort Worth, TX

United States Marine Corps 01/1986 - 10/1994

Help Desk operator for computer/telephone MCAS Cherry Point, NC

• Resolved more than half of incoming computer trouble calls via phone. Computer Operator-Networking Specialist Yuma, AZ and NC

• Dispatched for support request on these military bases. Field Radio Operator North Carolina, and Okinawa, Japan EDUCATION

Project Management training 01/2004

core courses towards associates degree in Computer Science Park College off-site campus on Military base • 01/1992 Computer Operator courses

Unites States Marine Corps Quantico, VA

Networking Specialist course

Unites States Marine Corps Quantico, VA

Training paid thru employer (FAA)

Commvault, Beyond Trust, Projectwise, Autocad

SKILLS

Active Directory, Application support, Bentley Projectwise (EDMS)System Administration, Beyond Trust/ Dameware Remote expertise, MS Teams,Office 365,Zoom,CAD Application support, Netapp/Commvault disaster recovery support, Production HP &Canon Printer/Plotter support-troubleshooting, Project implementation, ServiceNow/Jira Administrator/User, Software/Hardware technical support, Software Implementation/Upgrades/Testing, Windows Server Adminstration

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