Libbe Blain Email & Phone Number

Seattle, Washington, United States

• Providing essential support for resolving incidents, answering queries, and handlingescalated requests related to Microsoft 365 applications, including the Online Office Suite,SharePoint, Teams, and OneDrive• Diagnosing and troubleshooting issues efficiently, ensuring quick resolutions and minimalimpact on employees• Offering first and second level support and guidance to end users encountering technicaldifficulties; delivering clear explanations and step-by-step instructions to optimize theirMicrosoft 365 experience• Maintaining up-to-date documentation for common issues, that include troubleshootingsteps, standard operating procedures with the purpose of enhancing knowledge andinformation sharing, and visualization tools.• Collaborating with cross-functional IT teams, including infrastructure, security, andapplication support to address complex incidents and contribute to continuous technologyenvironment improvement

Seattle, Washington, United States

Managed, supported, and assisted with engineering Vulcan’s Unified Communications environment to include their mobile device infrastructure (hardware, OS, applications, security, etc.), Unified Communications as a Service (UCaaS) platforms, service selection, expense management, employee offboarding, vendor management and procurement. Primary individual responsible for recommending improvements and maintenance for systems and processes across all aspects of wireless connectivity in the company. Chief manager for all cellular accounts and mobile hardware for Vulcan.• Tracked usage and spending for over 1,000 lines• Implemented creative solutions to reduce spend by over $30,000 annually via data reduction, plan manipulation, hardware solutions, and the use of hotspots• Created, managed and improved a company-wide monthly technology training class in person and remote for 4 + years • Maintained LMS management and support; presented at Cornerstone conference Implement creative solutions to reduce spend by over $30,000 annually via data reduction, plan manipulation, hardware solutions, and the use of hotspots• Unified Endpoint Management (UEM) administrator for over 400 lines across the company, implemented changes and critical communications as needed • Provided second tier support for complex mobile device issues including C-level executives• Facilitated frequent and complex international travel needs for over 100 trips per year to more than 120 countries

Seattle

Experienced member of a team of world class support technicians overseeing global network of advanced technologies. Support included Hardware/Software, Blackberry, Windows Phone, Android and iPhone support, wireless networking, complex audio/video system support, and various remote access solutions.• Principal technician responsible for escalated ticket remediation, project supervision, asset management, training, employee onboarding, SharePoint site management, and comprehensive Helpdesk oversight. Leader in incident resolution and end user satisfaction.• Key contributor in the planning and deployment of Vulcan’s enterprise-wide Windows and Office migration projects.• Built and maintained end-user systems, ensuring compliance with established policies, standards, licensing agreements, and configuration guidelines.• Provided high level 24x7 technical support to Vulcan staff including top-level executives.• Designed and implemented a company-wide monthly technology training class. Provided all communication, taught classes, managed our Cornerstone LMS, and integrated an evaluation process to provide real-time feedback to presenters.

Seattle

Worked at the University of Washington Medical Center Information Technology Helpdesk, a 24 hour, 7 day a week busy help desk supporting over 22,000 UWMC and Harborview Medical Centers employees. Provided first-level support retrieving sensitive account and password information per HIPAA standards, walking customers through hardware and software issues, troubleshooting, and immediate communication of outages and server malfunctions that impact patient care.

Greater Los Angeles Area

Designed and set up computer labs for over 750 incoming Corps Members and staff, arranged internet access for on-campus housing, created and distributed informational materials to aid in diagnosing and solving individual computer problems. Managed, evaluated, and assigned specific tasks to interns. Published instructional tools as well as all technology news and announcements via web page. Provided technology support for entire institute, created several systems to efficiently solve computer related problems, researched and purchased necessary supplies for four fully functional computer labs running 24 hours, 7 days.

Chicago

Through the Teach For America (TFA) organization, worked at John Hope College Prep. Fulfilled two-year commitment to TFA Chicago. Taught students Language Arts-based computer skills, beginning, intermediate and advanced computer courses. Initiated after-school computer program for middle school and high school students. Created curriculum and served as technology chairperson for the middle school.

Los Angeles

Designed and set up computer labs for over 750 incoming Corps Members and staff, arranged internet access for on-campus housing, created and distributed informational materials to aid in diagnosing and solving individual computer problems. Managed, evaluated, and assigned specific tasks to interns. Published instructional tools as well as all technology news and announcements via web page. Provided technology support for entire institute, created several systems to efficiently solve computer related problems, researched and purchased necessary supplies for four fully functional computer labs running 24 hours, 7 days.

Seattle

Completed one-year term with the Information Technology department. Manned a busy, fast-paced help desk with one other employee to support over two thousand employees’ needs. Recovering password information, assisting with hardware and software problems, troubleshooting, and resolving server malfunctions.

Seattle

Answered questions and walked customers through technical problems with various websites and ordering processes at a help desk, troubleshooting hardware, software and web site problems; fixing minor issues and alerting technical team of larger ones. Assisted with training exercises as well as defusing confrontations with angry customers, designed and implemented training tools for the online support department. Completed role as one of the last employees at the company when they dissolved at the end of 2000.

Ba, English Literature

Elementary Education

Completed one year of a Masters Program in Elementary Education in conjunction with Teach For America program.