Multi-Industry IT Training & Service Desk Expert

Lora Burgess

Berea, Ohio ****************@*****.*** 440-***-****

Professional Summary

Dedicated IT professional with decades of diverse experience supporting Fortune 500 companies and leading technical initiatives. Proven expertise in IT training, platform administration, project management, and community engagement. Recognized for developing impactful training programs, driving digital transformation, and fostering cross- functional collaboration.

Recent Experience

Berea Historical Society (Current)

• Co-leading city partnerships (Berea, Brookpark, Middleburg Heights) for America 250 celebrations (July 2026).

• Developing an interactive map featuring 30 historic locations, integrating videos and articles for nationwide celebrations.

• Implementing Past Perfect Museum software to modernize collections management.

• Designing volunteer coordination processes and pursuing grant opportunities. Sherwin-Williams

Engagement, Learning & Culture Team – Technical Training Platform Administrator II (Jan 2022 – June 2025)

• Supported IT training platforms, including integration with IDN SailPoint.

• Analyzed metrics and delivered executive presentations.

• Managed license governance and user provisioning (SCIM/SAML 2.0 SSO).

• Led pilot programs: curated learning pathways, facilitated MS Teams collaboration, and delivered actionable recommendations.

• Authored user guides and technical documentation.

• Built custom channels for manager insights into learner progress.

• Managed upskill/reskill programs (software development, Agile, leadership).

• Administered CWRU Weatherhead certification programs and Microsoft Enterprise Skills Initiative.

Global Service Desk – Service Desk Analyst II (April 2011 – Jan 2022)

• Designed and delivered comprehensive training and reskill programs.

• Trained all new hires and external teams; created extensive process documentation.

• Conducted quality checks and provided coaching for incident management.

• Provided Level II support: Microsoft Azure, hardware, Intune MDM.

• Served as liaison in cross-team roundtables.

• Awarded HDI Analyst of the Year, Midwest Division. Cavitch, Familo & Durkin – IT Manager (2009–2010)

• Managed network and document management systems; provided practice support. Squire, Sanders & Dempsey – IT Service Desk (4 years) Technical Skills

• Cloud: Microsoft Azure, Microsoft Copilot, Salesforce

• OS: Unix/Linux, Windows

• IAM: Active Directory, SailPoint IdentityNow

• Collaboration: SharePoint, Microsoft Office, Teams

• ITSM: Remedy, ServiceNow

• Methodologies: Agile, Project Management

Education

• Cuyahoga Community College

• Cleveland State University (Adult Education Technology)

• Dale Carnegie: How to Win Friends and Influence People

• Case Western Reserve University Weatherhead Leadership Program

• Ohio Business College

Affiliations & Volunteer Work

• Sherwin-Williams Women’s Club: Founded and organized annual charity golf outings.

• Berea Historical Society: Webmaster & Social Admin (solar upgrade, fundraising, educational programs).

• Project Manager, Digitization Project (with Baldwin Wallace and Berea Midpark School).

• Board of Directors, Digital Director (4 years).