Lawrence Walden Email & Phone Number

Greater Denver Area

Denver, Colorado

Aurora, Co

Provided break/fix support for customers’ technical issues related to PC/Mac computers and mobile devices.Worked independently and with team members to bring technical issues to resolution. Documented troubleshooting, escalation, and resolution of tickets in Connect-Wise.Worked during regular business hours as well as weekends and nights as necessary. Responded to customer reports of viruses, malware, and other threats.Configured and monitored offsite backups. Performed restores of data after loss of systems/data.Supported customer-specific applications and worked closely with third party companies to find solutions. Trained new employees on processes, customer specifics, and technologies.Managed and consolidated documentation into a single application.

Denver, Co

Upgraded Windows 7 desktops and laptops to Windows 10 in a Windows domain environment.Tested hardware and software to ensure full functionality after completing Windows 10 upgrade.Performed clean installations, wiping out all data and disk partitions.Utilized Windows PE to perform setup and recovery as needed.Worked directly with end-users to back-up necessary data. Trained end-users on Windows 10 features.

Wappingers Falls, Ny

Provided break/fix support over the phone for customers in a Windows XP, 7, 8.1, and 10 environment.Provided support for all software, simulation devices, laptops, servers, and tablets Laerdal sold.Utilized QAD and Siebel for in-house tracking and ticketing.

Greater New York City Area

Made recommendations for purchasing computers, servers, routers, NAS systems, and UPS systems. Configured LAN, WLAN, VPN, AD controllers, network drives, printers, and backup systems. Provided break/fix technical support to desktops and laptops in a Windows XP, 7, 8.1, 10, server 2008 and server 2012 environment.Managed Active Directory users and group policies.Configured Dell Sonicwall Routers’ VPN, LANs, and WLANs. Troubleshooting in Windows Server 2008/2012 AD environment.

Lake Placid, Ny

Led Canoe trips from one to four days in the backcountry; covering 8 - 50 miles with 6-11 children.Led rock climbing activities to teach children to have fun and remain safe in an inherently dangerous sport.Created and offered nature activities to raise children’s awareness of the natural world around them.Responsible for monitoring the daily health and well being of campers.

Austin, Texas Area

Fully owned and managed long term client issues, working closely with software engineers and project managers when necessary to facilitate solutions.Provided 24/7 break/fix technical support by working with customers through phone, email, and remote web sessions to analyze issues, answer questions, and create solutions in a timely manner, often managing multiple client issues at once. Troubleshot Uplogix appliance connectivity with a variety of networking equipment, from enterprise CISCO routers to maritime antenna controllers. Extensive experience with Iridium Satellite Systems, GPS equipment, cellular modems, and POTS line modems. Wrote client-facing technical documents detailing new features and their set-up procedures.Performed manual and automated UAT testing on hardware and software.Created automation scripts using Uplogix’s in-house rules engine.Set up test networks, terminated cables, and installed, modems, switches, and routers.Utilized Zendesk, Jira, and Netsuite for ticket tracking, bug reporting/tracking, and inventory/sales tracking.

Austin, Tx

Developed communication skills to de-escalate conflict and create resolutions with both parents and children which gave me with the ability to work calmly and carefully with a wide variety of people.Collaborated with parents to track children’s behavioral patterns and create resolutions resulting in an intimate perspective in developing and maintaining strong working relationships.Managed, trained, and evaluated a group of 4 teachers resulting in more cohesion, greater staff retention, and more consistency throughout the work environment.Designed, implemented, and certified an outdoor butterfly habitat with labor from students and parents.

Assisted in all stages of research projects including: surgeries, data entry, data analysis, and behavioral scoring.Assisted in writing and publication process of research projects.