Katherine C.R. Lee

  • Culpeper VA

Work History

Work History
2009 - 2013

Lead Service Desk Technician

American Systems
Provide end user IT support, lead upgrade of OS projects and loaner maintenance • Assist Service Desk Manager with development of procedural changes and improvements • Update/maintain forms, procedures and product sheets to ensure ISO compliance • Coordinate project & maintenance efforts (ex. Win2k replacement, loaner maintenance) • Initiated/implemented telephone deconfiguration procedure & routine for all sites • Initiated password self-service setup for all new hires • Train new technicians in use of applications and technical support methods • Write directions for customers & technicians for new technologies & procedures • Desktop and laptop setup, using Windows Deployment Services • Hardware replacement and troubleshooting, Dell Certified Technician • Software installation, upgrades, maintenance, troubleshooting and repair • Virus and spyware removal from end user systems • Configure phones & voice mail: Cisco Unified Communications 8.0 & Unity Connections 7.1; Altigen • Troubleshoot Cisco & Altigen phone issues • Documentation of tickets, troubleshooting steps and knowledgebase in BMC Remedy 7.1
2005 - 2009

Network Analyst

Fauquier County Public Schools
Provide end user IT support, hardware & software troubleshooting, deploy & maintain Cisco VOIP phones • Implement & maintain county-wide hardware inventory • VOIP implementation, Cisco Call Manager and Unity Servers configuration • Active directory management and support, including scripting • Network share (with NT permissions) setup, testing and troubleshooting • Maintain and update VOIP systems, including monitoring of traffic on gateways • Hardware & software installation, upgrades, maintenance, troubleshooting and repair

Skills

Skills

Customer Service

Troubleshooting

Microsoft Office

Windows XP & 7

Technical Support

Servers

Cisco Technologies

Networking

Hardware

Active Directory

VoIP

Cisco Call Manager

Software Installation

Process Improvement

Operating Systems

Testing

Laptops

Education

Education
1998 - 2002

Bachelor of Science (B.S.)

Virginia Tech

Certifications

Certifications
2012 - Present

Support Center Analyst

HDI
2011 - Present

MCTS: Windows 7, Configuration

Microsoft
2010 - Present

A+ IT Technician

CompTIA