Senior Desktop Support & IT Support Lead
Resume:
Melissa Graham
Lewistown, MT *****
406-***-**** - ***********@*****.***
Professional Summary
Innovative technology professional with diverse expertise in improving systems, aligning technical solutions with business goals, leading projects from concept to completion, and supporting organizational growth.
Accomplishments
Supervised team of 4 staff members.
Worked with vendor to reduce cost of printer replacement and service contracts reducing by $36,000 a year.
Achieved 50% increase in staff knowledge of phishing email attacks by introducing KnowBe4 software for cybersecurity training and phishing attacks email.
Achieved 50% more staff efficiency by implementing a POS system for cafeteria to reduce time staff spent checking out customers.
Collaborated with team of 3 in the development of Imprivata security for Providers to increase time and efficiency in documenting in patient charts.
Skills
Candidate interviewing and resume evaluation
Technical troubleshooting
IT asset management
Help Desk setup and analyst training
End-user support in diverse IT environments
Application support
IT procurement
IT compliance
Cybersecurity best practices
Disaster recovery planning
Operating system management
IT budgeting
Mobile technologies
Documentation and reporting
Work History
09/2025 to Present
Support Engineer
Columbia Grain
Employee onboarding and offboarding
Setup and troubleshoot GOTO phones, users and the app. VOIP
Troubleshoot IGEL operating system and pc
Troubleshoot Citrix issues
Worked with end user issues with systems and software
Worked with outsource networking company on networking issues
Worked with vendors on vendor supported systems and software
07/2018 to 05/2025
IT Manager
Central Montana Medical Center (CMMC)
Managed user support, PCs, peripherals, servers, Active Directory, O365, Azure, networking and Avaya phone systems
Supervised staff, conducted interviews, and managed budgets
Collaborated with BioMed to set up patient care equipment
Implemented cyber security training for end users, PCI compliance, a disaster recovery plan, Multifactor Authentication, ticketing process for end user issues for tracking issues and personnel time
Created an inventory system for tracking computer equipment
Informed upper management about any outages that affect patient care
Ordered equipment with different vendors and third parties supporting our systems
09/2017 to 01/2018
IT Technologist
Central Montana Medical Center (CMMC)
Responsible for all end user support for all pc hardware, software, network printers, fax machines, copiers and Avaya phone system
Resolved computer hardware software and network issues
Implemented a queue management system for the registration staff
Assisted end users in learning how to use their equipment and software more effectively and conducted training classes for end users
04/2008 to 08/2017
Business System Admin I
Great Falls Tribune – Great Falls, MT
Responsible for all end user support for all pc hardware, network printers and copiers, all apple products to include iPhone, iPad and iMacs
Responsible for troubleshooting all hardware and software, mainframe connectivity and software
Assisted customers on billing issues and issues with their personal equipment and our electronic edition of paper
Created sequels on database programs, created access databases, excel spreadsheet and PowerPoint presentations. Setup wireless streaming to TVs for display stations
Education
High School
Hickman County High School - Clinton, KY
Graduated with a 3.8 GPA prior to joining the Air Force to become a Communications Computer System Operator
Certificate of Training from Homeland Security Cybersecurity and Infrastructure agency. Certified Health Care Security Officer Incident Command Workshop
Certified Healthcare Technology Professional Remote Support Admin Certificate
Certificate of Achievement Management and Leadership: Growing as a Manager
Certificate of Completion Infosec Introduction to Cybersecurity Foundations, Cybersecurity
ISC2 Certified in Cybersecurity
COMMUNICATION
Developed and delivered presentations on Basic Windows operating systems functionality to end users, resulting in increased Windows basic skills and understanding.
Collaborated effectively with cross-functional teams to achieve successful domain consolidation with an affiliate company.
Prepared clear and concise reports, contributing to improved call reporting for improved customer service for patient access staff.
Provided constructive feedback to team members, improving performance by 35%.
LEADERSHIP
Secretary/Treasurer for Summer Solstice PRCA committee. Instrumental in setting up an organization for tax exempt status.
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