Dawn Lyons
Details
Graphic Design
Westfield State College
1996 : 2000
Travelers
Cybersecurity Operations Center Analyst (SOC)
Transitioned to full hire in November to Travelers
2014 :
Travelers
Senior Service Desk Analyst
Job duties include password changes, hardware and software troubleshooting in a general IT environment. Customer service skills and knowledge of various call center and development programs are par for the course. Escalating issues to various departments as needed. Provides first line of troubleshooting for clients, including MassMutual employees and external Agents.
2012 : 2013
MassMutual Financial Group
IT Customer Service
Monitoring ePO for McAfee, provide computer support for various programs including the Windows 7 OS and Windows XP. Common troubleshooting of problems. Network duties including Active Directory services, creation of user profiles and handling deployment of software. Setup and adjustment of computers in a call center atmosphere as well as support to remote users. Handled purchase orders for acquisitions of computer parts, computers, and printer supplies. Deployed computers and laptops to users who traveled. Tested new systems and setup new systems for many users. Provided virus removal services or recovery services if the virus had taken over. Troubleshooting includes quick thinking to fix problems as well as solve common issues with software commonly used. Kept a log sheet of everything done daily. Work with Microsoft products as well as some Linux products. Recycled computers and electronics. Project management for the deployment of software as well as scheduled cleanups.
2007 : 2012
First Notice Systems
Desktop Support
Skills
.NET, Access, Active Directory, Agile Methodologies, Business Analysis, Cisco Anyconnect, Citrix XenApp, Computer Hardware Troubleshooting, Crystal Reports, CSS, Customer Service, Database Design, Databases, Hardware, HTML, Internet Troubleshooting, Jamf, JavaScript, Mac & PC platforms, MFA, Microsoft Exchange, Microsoft Office, Microsoft Outlook, Microsoft SQL Server, Networking, NexThink, Office 365, Process Improvement, Project Management, Python (Programming Language), Requirements Analysis, ServiceNow, SharePoint, Technical Support, Troubleshooting, Virtual Private Network (VPN), Visio, Visual Basic, VMware vSphere, Web Design, Web Development, Windows 7, Windows 10, Windows XP, XML
About
Outgoing natural red head with honesty and sincerity. My goal is to become independent eventually owning my own business.
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