Lance Koonce Email & Phone Number

Chicago, Illinois, Us

 Trained network engineer on server assessment, repair and removal. UPS unit assessment and battery replacement. Coordinate with Sentinel technology company & Chicago Public School on network server breaks, fix, and configurations. Streamline troubleshooting and monitoring LAN/WAN process with improvement rate by 80%. Improved incoming ticket response with a 24-hour turn around completion rate by 95%.  Evaluated quality problems and performed troubleshooting for communications, servers, remote access, and operating systems to identify and resolve issues. Implement Meraki network setup & configuration, MDF tower setup, and network switches deployment. Provide network administration, TCP/IP network, CAT-5 & CAT-6 cabling patching and termination. Coordinated with the NBA IT team in deploying communications hubs and setting up secure remote access for NBA staff and press.

• Provide system assistance to UCM-Ingalls end users' requests via emails or phone calls by providing detailed notes and instructions to resolve incoming issues.• Perform system software/hardware tests, troubleshooting, and updates to diagnose and resolve current interruptions throughout UCM-Ingalls.• Coordinate with team members and end-users with walkthroughs and updates on the installation process.• Resolve end-user technical issues remotely, resetting passwords, desktop & laptop setup, creating and submission of workflow tickets with engineers to resolve system issues on-stie.• Document IT support operations by creating, editing, monitoring, and maintaining sufficient and accurate documentation with the information provided by the end-users.• Provide proficient customer service to UCM-Ingalls staff members with complex system cases, IT support needs, configuration, remote access, and escalate to management, field services & other application support teams to resolve requests beyond the scope of a service desk.

Chicago, Illinois, Us

Rocket Mortgage Field House, NBA All-Star, Cleveland, OH. February 2022- February 2022 Field Consultant Engineer, Level One• Evaluated quality problems and performed troubleshooting for communications, servers, remote access, and operating systems to identify and resolve issues.• Coordinated with the NBA IT team in deploying communications hubs and setting up secure remote access for NBA staff and press.• Provided Tier 1 IT support to non-technical internal users through desk-side support services• Removed and replaced malfunctioning components to correct hardware problems.• Configured hardware, computer devices, phone, and software to set up workstations for employees.• Provided ongoing support for end users with troubleshooting tasks.• Installed & configured NBA stat monitors.

Chicago, Illinois, Us

Covid-19 Emergency Preparedness Hospital McCormick, Field Consultant Engineer• Installed, configure, & deploy software and operating systems.• Setup first responders and information technology workstations with computers, routers, phones, and printers.• Provided and maintain IT documentation for issue & repair logs, I.T processes, procedures, & solutions. • Engaged end-users and answered questions via email, phone, website live chat, and in forums.• Assisted with 24-hour communications and help desk assistance.• Diagnosed, troubleshoot & resolve software, hardware & connectivity issues. • Provided Tier 1 IT support to non-technical internal users through desk-side support services. Cook County Daley Center & Skokie Municipal Court, Field Consultant Engineer• Improved quality processes for increased efficiency and effectiveness.• Installed and configured software and operating systems for staff members and judges.• Evaluated quality problems and performed troubleshooting for communications, servers, remote access, and operating systems to identify and resolve issues.• Coordinated with County IT Management in deploying communications systems throughout Cook County buildings. United Center NBA All-Star, Field Consultant Engineer • Evaluated quality problems and performed troubleshooting for communications, servers, remote access, and operating systems to identify and resolve issues.• Coordinated with the NBA IT team in deploying communications hubs and setting up secure remote access for NBA staff and press.• Provided Tier 1 IT support to non-technical internal users through desk-side support services• Removed and replaced malfunctioning components to correct hardware problems.• Configured hardware, computer devices, phone, and software to set up workstations for employees.• Provided ongoing support for end-users with troubleshooting tasks.

Computer And Information Sciences And Support Services

Electrical And Electronics Engineering