Lori Esper Email & Phone Number

Waterloo, Ontario, Canada

Waterloo, On

Promoted from Product Support Analyst to Senior Technical Support Analyst in Aug. 2019.• Troubleshot and resolved technical issues by asking for use-case and environment specifications, recording and executing steps to reliably reproduce the problem, and collecting corresponding logs• Recreated and verified issues locally, generated test results and comprehensive descriptions of problems, and escalated to higher level support/Development• Organized and led team building events for staff (e.g. monthly board game sessions)• Took escalations for review, guidance, and in-depth testing to assist other Analysts and/or pass diagnostic data to Development• Undertook various internal projects, including: - Helping coworkers to support new products by creating training materials and labs, running labs, and using the information gathered to create knowledge base articles for the products - Conducting interviews for first-line technical support analysts - Designing workflows and performing initial functional testing for new feature deployments

Kitchener, On

• Managed IT infrastructure including servers, workstations, printers, data backups, e-mail, and more for over 150 users• Established improvements to the network and related processes by conferring with users, monitoring and analyzing performance, and actively doing research• Created and provided clear, thorough documentation for network and IT processes for internal reference and training purposes

Kitchener, On

• Provided support to staff at Grand River Hospital as well as St. Mary’s General Hospital with network, application, and hardware issues both in person and remotely• Assisted other teams within the Information Services department including tasks such as receiving newly ordered equipment, and running network cables• Created and maintained user accounts and permissions in Active Directory, and over 20 other applications used throughout the organization• Used clear and friendly communication skills to reassure distraught users and explain technical concepts to non-technical individuals

St. Jacobs, On

• Supported to employees on-site and off-site with network, hardware, Procura, and CarePartners Portal related issues both during and after hours as part of on-call rotation• Created and maintained user accounts and permissions in Active Directory, Procura, Microsoft Exchange, and the CarePartners Portal• Implemented multiple new systems that increased the efficiency of assisting users and tracking incident tickets• Created clear and detailed documentation for both internal and external training purposes

Ypsilanti, Mi

• Provided support to faculty, staff, and students with a variety of network, software, and hardware issues received via phone, e-mail, or walk-in visits• Performed browser and operating system testing in order to facilitate a system-wide upgrade to Banner 8• Reviewed, updated, and created documentation in the Help Desk information library

Ann Arbor, Mi

FRONT END LEAD• Supervised at least three cashiers at any given time, created lunch schedules, resolved register malfunctions, customer concerns, and pricing discrepancies• Negotiated customer returns and checkout, at times by operating two cash registers while answering phones, and provided a high level of customer service• Utilized advanced organizational skills by balancing and supplying the cash safe and reconciling cash drawers, processing and storing daily open/close and month end paperwork• Earned three awards and additional customer praise for excellence in customer service and operationsRTV COORDINATOR• Reduced returned merchandise value from $110,000 to under $10,000 within three months to bring within expected parameters• Assisted in accepting and receiving packages outside of work duties to contribute to reduced department workload• Created, communicated, and implemented at least three new processes both within and in connection with other departments to increase efficiency throughout the store