Sue Word
Indianapolis
Summary
IT professional with extensive experience at Quest Diagnostic Laboratories/ Mid America Clinical Laboratories excelling in hardware installation and remote support. Proven track record in managing IT projects and enhancing system performance, while delivering exceptional customer satisfaction.
Focused on effective collaboration, ensuring timely resolutions and optimized network operations. Solid background in managing complex IT projects, working with team members to ensure timely project delivery, Strong focus on collaboration, adaptability, and achieving results. Seizes initiative in identifying challenging work goals and in finding solutions. Known for reliability and flexibility in dynamic environments.
Overview
27
27
years of professional experience
1
1
Certification
Work History
IT Technical Support Specialist
Quest Diagnostic Laboratories
08.2020 - 12.2022
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Collaborated with cross-functional teams to develop and implement IT solutions.
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Wan
- Served as a reliable escalation point for complex technical issues requiring advanced expertise or collaboration with other departments within the organization.
- Worked closely with software vendors to report and resolve any identified issues, ensuring that the technology environment remained stable and reliable for all users.
- Enhanced system performance by identifying and resolving technical issues promptly.
- Exceeded customer satisfaction targets with prompt response times and thorough issue resolution.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured and tested new software and hardware.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Helped streamline repair processes and update procedures for support action consistency.
IT Project Manager
Mid America Clinical Laboratories
10.1998 - 08.2020
- Managed various IT projects to meet deadlines and customer requirements.
- Assessed and analyzed customer requirements to develop effective IT project plans.
- Delivered reliable solutions by overseeing configuration and installation of wan equipment or other network solution. Determined hardware requirements for Lab instrumentation and supporting IT hardware. Worked with other team members on testing, implementation, and support phases of IT projects.
- Worked with cross-functional teams to ensure efficient allocation of resources and successful project completion.
- Coordinated with stakeholders to gather requirements and provide updates on progress throughout projects'' lifecycles.
- Identified plans and resources required to meet project goals and objectives.
- Led system integration efforts, working closely with vendors and internal teams to ensure seamless transitions.
- Enhanced customer satisfaction with timely deliveries, effective communication, and high-quality results.
- Championed change management initiatives by incorporating feedback from end-users into future project plans and improvements.
- Collaborated with external partners for outsourcing tasks when necessary without compromising quality or timeliness.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Coordinated material procurement and required services for projects within budget requirements.
- Coordinated with external vendors to deliver IT project components.
- Partnered with project team members to identify and quickly address problems.
Unix System Administrator
Community Health Network Indiana
09.1995 - 10.1998
- Reduced downtime for critical systems by proactively monitoring, diagnosing, and resolving issues.
- Maintained high availability of services by configuring load balancing and failover mechanisms across multiple servers.
- Established proactive monitoring tools, enabling early detection of potential issues and allowing for timely remediation efforts.
- Provided Tier-2 support for escalated issues, troubleshooting complex problems in a timely manner to minimize disruption to users'' productivity.
- Ensured smooth transitions during server migrations by collaboratively working on comprehensive migration plans.
- Increased efficiency through the automation of routine tasks using shell scripting and cron jobs.
- Designed and implemented effective backup strategies to safeguard critical data from potential loss or corruption.
- Implemented robust patch management processes to keep systems up-to-date with the latest security fixes and feature enhancements.
- Conducted regular performance analysis, identifying bottlenecks and recommending appropriate solutions to optimize system resources utilization.
- Managed disaster recovery planning and execution, ensuring minimal impact on business operations during crises.
- Completed reports detailing network and systems performance and downtime issues.
- Installed and configured network printers and other peripheral devices.
- Diagnosed and resolved hardware and software issues.
- Planned and implemented upgrades to system hardware and software.
- Monitored networks and network devices to resolve technical problems quickly.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Devised scripts and automation tools to improve system efficiency.
Education
High School Diploma -
Arlington High School
Indianapolis, IN05-1970
Skills
- Hardware installation
- Remote desktop support
- Operating system support
- Help desk support
- Network administration
- Wan installation, maintenance and support
- Ticketing system experience
- Asset management
- Printer support
Certification
IT Project Management
Unix System Support
Timeline
IT Technical Support Specialist
Quest Diagnostic Laboratories
08.2020 - 12.2022
IT Project Manager
Mid America Clinical Laboratories
10.1998 - 08.2020
Unix System Administrator
Community Health Network Indiana
09.1995 - 10.1998
High School Diploma -
Arlington High School
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