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Katherine C.R. Lee

Information Technology and Services Professional

Work experience

20092013

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
20052009

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

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

19982002

Bachelor of Science (B.S.)

Virginia Tech

Certifications

2012Present

Support Center Analyst

HDI
2011Present

MCTS: Windows 7, Configuration

Microsoft
2010Present

A+ IT Technician

CompTIA