Lindsey Shields Email and Phone Number

- Provided technical support to end-users via phone, email, and in-person for various hardware and software issues.- Diagnosed and resolved hardware issues such as malfunctioning desktops, laptops, printers, and peripherals.- Installed, configured, and maintained computer systems, applications, and peripherals.- Tracked and prioritized support requests using a help desk system, ensuring timely resolution and customer satisfaction.- Collaborated with other IT team members to resolve complex issues and escalate problems when necessary.- Conducted regular preventative maintenance on computer systems, including updates and patches.- Documented procedures and troubleshooting steps to create knowledge base articles for future reference.

• Completed RingCentral deployments and O365 migrations• Utilized Quest KACE for systems management of IT equipment• Install and configure hardware and software components• Repair or replace damaged hardware• PC imaging for formatting computers before they are released to users• Traveled to Holt stores to complete additional upgrades

- Basic systems administration for Microsoft Active Directory- Group Policy management- Provided level 2 technical support to multiple sites.- Technical coordination of new hire/term process- Participated in the design and implementation of enterprise-wide technical projects, ensuring delivered solutions meet identified requirements- Train and develop peers and support staff in systems monitoring, routine administration, and troubleshooting for assigned systems.

- Guided users step-by-step through installations and technical fixes via phone call, email, and live chat.- Diagnosed technical issues, identifying, and implementing corrective solutions.- Documented and maintained records of support requests, elevations, and actions taken.- Provided AV support verifying connectivity and stability for flawless operations.- Received and addressed customer complaints, investigating root cause and managing related corrective measures.- Trained staff on use of new equipment and systems, providing demonstrations and answering questions.

- Provided Tier 2 technical support while interacting with all levels of TaskUs employees and troubleshooting various IT problems.- Communicated clearly and effectively with users, asking questions and listening actively to responses to develop understanding of technical issues.- Installed and performed minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.- Removed broken or outdated hardware and replaced with new parts to achieve the desired level of performance.- Answered user inquiries regarding computer software or hardware operation to resolve problems.

- Received, set up, and supported user-related equipment such as desktops and laptops.- Evaluated problems with applications, workstations, servers, and network components to serve customers and manage technical questions.- Answered user inquiries regarding computer software or hardware operation to resolve problems.- Maintained orderly IT room to present professional and organized appearance.

- Installed COPsync products  in police vehicles to enable officers instant database access.- Communicated effectively and coordinated well with customer service teams and job leaders to consistently meet work deadlines.- Monitored supply inventory and requisitioned replacement parts to maintain availability.- Responded to service requests and on-call emergencies with timeliness and professionalism.- Executed troubleshooting and diagnosis for COPsync equipment errors or malfunctions.Due to company filing for chapter 11 bankruptcy, position was eliminated in April 2017.

The Office of the Tax Assessor-Collector provides services for Property Tax Collections, Beer and Wine Permits, Motor Vehicle Registration, and Titling functions.Job Functions:- Applied state and local laws and regulations pertaining to tax collection services and procedures- Collect and process payments for motor vehicle registrations fees or property taxes- Answered questions on services and procedures- Issued and processed various forms to obtain special permits

As a Tier 1 Customer Support Technician, I was responsible for answering and resolving iOS product technical support questions received from customers.- Responsible for ensuring call resolution in a timely manner and meeting average handle time requirements for the program, while maintaining the highest standards of quality, and ensuring complete customer satisfaction with every interaction.- Expected to provide suggestions and options to the customer based on their needs

At the Rackspace Open Cloud Academy, I gained hands-on learning experience needed to solve complex systems administration problems. I also learned to implement, configure, and troubleshoot DNS, trunking, VLAN, port connection and routing issues. I now have the ability to maintain, install, configure and troubleshoot firewalls (Cisco ASA's and Juniper SRX's), VPNs (including IPSEC) and application delivery appliances such as Cisco CSS content switches. I learned how to recognize and mitigate DDOS attacks, and now am skilled at recognizing and remediating network issues up to and including the server OS level (Linux or Windows).

EDM/EDT and DecisionSpace software training

The Bachelor of Science in Petroleum Engineering (PETR) at the University of Houston is designed to cover fundamentals of drilling, petrophysics, production, and reservoir engineering.- Worked toward continuing education and re-entering the oil field

- Assisted all country club members and their guest with all golf needsWhile not a great long term fit, the program allowed me to gain valuable customer service experience and develop my interpersonal communication skills.

- Attained Level III proficiency in drilling software: DataBrowser, Well Design, Survey Editor, BHA Editor, and Close Approach- Ensured through proper documentation that prior to sign off by the Drilling Engineer, Well Plans/Designs/Programs were in compliance with Schlumberger QHSE policies and procedures- Ensured that all End of Well reports were compiled and prepared for delivery to clients within 2 weeks of wells Total Depth- Supported Drilling Management and KPI statistics tracking Oil field service companies staffed up as the price of crude rose toward record levels, however the industry was hit with a drastic drop in business at this time. Despite strong performance, I was included in a company-wide downsizing layoff.

- Trained under military instruction and guidelines- Learned how to stay calm, move forward, be successful, and survive under extremely stressful conditions- Stressful conditions include hostile environment, physical training to the point of muscle failure, lack of food, and about three to four hours (nonconsecutive) of sleep per night- Injured during training and subsequently discharged

- Applied knowledge and skills obtained in the classroom to real life situations- Gained firsthand experiences associated with supervisory and management in an industrial setting- Familiarized myself with the business environment, operations, and procedures- Implemented and developed my skills in production, management, and personnel matters- Developed problem-solving techniques- Refined my communications skills with subordinates, peers, and superiors