IT Support Specialist

Lisa Spence

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

www.linkedin.com/in/lisa-spence-3aa8b3359

Summary

Over 20 years in technical support, consistently resolving ~85% of Tier 2 issues on first contact using Windows OS, hardware troubleshooting, and remote support tools. Experienced in Service Desk roles with proven customer service, ticket handling, and multi-channel support (phone, chat, and self-service). Delivered technical training and maintained knowledge bases, enhancing support efficiency by roughly 30% in previous roles.

WORK EXPERIENCE

Federal Aviation Administration Fort Worth, TX

IT Specialist-Implementation Services (System Administration) Aug 2024 - Sep 2025

●Provided enterprise-wide support for a customized EDMS, enhancing document processing efficiency by about 30%.

●Managed critical customer escalations from junior system admin(s) via remote tools, phone, chat, or MS Teams communications.

●Resolved more than 85% of Tier 2 issues within one-call, maintaining high standards of customer service.

●Utilized strong customer service skills to triage issues, provide prompt feedback, and monitor resolutions across multiple channels.

●Deliver technical training and guidance to customers and internal technical staff.

●Handled daily ticket management through phone, chat, and self-service channels, ensuring adherence to service level agreements.

IT Specialist Sep 2008 - Aug 2024

●Provided Tier 2 support for Windows Servers and EDMS for thousands of users in the central US States.

●Resolved diverse issues including account, OS, application, mobile devices, and network problems, restoring service promptly.

●Performed user account maintenance with Active Directory, and basic level in Azure ID

●Developed and distributed detailed user guides and knowledge base articles, accelerating issue resolution and self-service by about 30%.

●Provided enterprise support for Microsoft 365, ensuring smooth application performance and user productivity.

●Coordinated daily service desk operations, leveraging MS Office 365 and Outlook to enhance communication and support efficiency.

Computer Specialist (Network Administration) Sep 2002 - Sep 2008

●Managed & supported Windows network, supporting 300+ federal office users.

●Performed extensive support for various software, hardware, and peripherals, both locally and over the network.

●Onboarding new users and integrating them with essential work resources including Active Directory accounts or other accounts for VPN or other necessary access.

●Created and maintained subject-specific knowledge base, improving support resolution time by about 20%.

●Monitored and managed service desk tickets to quickly resolve technical issues and support end-user requests.

United States Dept of Agriculture Fort Worth, TX

IT Specialist Aug 2002 - Sep 2002

●Created user accounts, managed passwords, and configured file sharing permissions, providing timely end-user support.

●Assisted in routine service desk functions, ensuring smooth IT support and prompt resolution of user issues.

Ira D. Conklin & Sons, Inc. Newburgh, NY

Network Administrator Jan 1999 - Jan 2002

●Administered and maintained network infrastructure, optimizing connectivity and user access across the organization.

●Oversaw routine ticket logging and issue tracking to support sustained network operations and user connectivity.

Practitioners Publishing Company Fort Worth, TX

Technical Support Analyst/Research Analyst/Technical Support Supervisor Dec 1994 - May 1999

United States Marine Corps Yuma, AZ and NC

Computer Operator-Networking Specialist May 1990 - Oct 1994

United States Marine Corps North Carolina, and Okinawa, Japan

Field Radio Operator May 1986 - May 1990

EDUCATION

Park College Off-site campus on Military base

A.S., Computer Science

United States Marine Corps Quantico, VA

Computer Operator courses

United States Marine Corps Quantico, VA

Networking Specialist course

CERTIFICATIONS

CompTIA A+

Coursera

SKILLS

Technical & OS Support: Windows OS, MS Office, Office 365, Outlook, Active Directory

Service Desk & Customer Support: Service Desk, Ticket Handling, Customer Service, Troubleshooting, Remote Support

Network & Hardware: Hardware Troubleshooting, Network Configuration, Wi-Fi/LAN Troubleshooting, VPN & Remote Connectivity

Documentation & Training: Technical Writing, Knowledge Base Management, End-User Training

CERTIFICATIONS (IN PROGRESS)

CompTIA A+- Coursera Course (s) in progress and selected Google & Microsoft courses

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