Dawn Bird
Boise,ID
Summary
Dynamic IT Ops & Support Sr Technician (in-training) with proven expertise at ITSD and WDS Global, adept at troubleshooting complex IT issues and enhancing user training. Skilled in Active Directory management, Device Imaging and troubleshooting. I excel in coordinating technical support, ensuring compliance with state protocols, and delivering exceptional customer service. Committed to optimizing operational efficiency and client satisfaction.
Overview
11
11
years of professional experience
Work History
IT Ops & Support Sr Technician-Job Shadow
State of Idaho-DHW-ITSD
10.2023 - Current
- Excels at reducing calls/visits by first call/meeting resolution
- Monitors problem/change activities
- Coordinates interactions between technical staff and end-users to respond to requests
- Provides training to users on hardware and software applications
- Troubleshoots and maintains data servers, user devices, and communication tools
- Performs testing activities
- May work as part of a team or independently with supervision
- Installs and maintains hardware and software products
- Configures user and network equipment according to department standards
- Installs, configures, and tests application software packages
- Assists in defining system standards and procedures
- Installs network infrastructure equipment hardware
- Identifies, evaluates, and corrects hardware, software, or operations problems
- Monitors and troubleshoots network system performance and networking problems
- Participates regularly in studying IT trends and education to keep knowledge current at all times
Technical Records Specialist 2
State of Idaho-DHW-ITSD
10.2023 - Current
- Serve as back-up for technical support questions, inquiries, and hardware drop-off/pick-up with customers while maintaining other duties
- Provide general IT information/instructions/troubleshooting
- Explain Bureau policies and procedures to internal customers.
- Make outbound calls to customers.
- Accurately recorded incoming assets using Service Manager
- Purchasing and Receiving-Streamlined purchasing and invoicing processes upon implementation of Luma software and documented new processes and procedures
- Data Entry
- Adhere to all State policies and procedures
- Perform a variety of complex administrative support functions, such as scheduling meetings; contacting participants; preparing agendas; producing forms; preparing meeting packets; and taking meeting minutes, as well as purchasing and ordering office supplies and other inventory needed.
- Compose letters, correspondence, and memos requiring independent judgment as to content.
- Utilize a variety of state software to create, process, update and maintain various documents, manuals and administrative records containing technical information, in varied formats.
- Schedule and coordinate arrangements for meetings and/or conferences,
- Respond to inquiries and explain department services, policies, procedures, and rationale for decisions to customers.
- Coordinate administrative activities
Technical Records Specialist 1
Idaho State Tax Commission-Rev Ops
03.2020 - 10.2023
- Review information on applications for completeness and process orders.
- Provide general information and instructions as needed
- Explain Bureau policies and procedures to external customers.
- Make outbound calls to customers.
- Data Entry
- Adhere to all State policies and procedures
- Compose letters, correspondence, and memos requiring independent judgment as to content.
- Utilize a variety of software to create, process, update and maintain various documents, manuals and records containing technical information, in varied formats.
- Respond to inquiries and explain department services, policies, procedures, and rationale for decisions to customers.
Psychiatric Technician
State of Idaho-DHW-SWITC
01.2016 - 06.2019
- Collected hourly data about client activities utilizing the latest IT Tools to keep accurate records per State laws and procedures
- Scheduled and implemented visits with clients' families and medical professionals
- Assisted with technological issues for both clients and staff
- Assisted clients with everyday living activities, following the direction of their medical professionals and State social workers
- Handled escalated situations regularly for the satisfaction and safety of clients and guestsj
- Handled escalated situations regularly for the satisfaction and safety of clients and guests
- Major (unavoidable, non-negligent) on-the-job injury requiring multiple surgeries led to employment gap and change of job role. Please ask for more info if needed. No impact to current work capabilities.
IT Lead Supervising Support Technician
WDS Global
01.2014 - 01.2016
- Trained new hire employees on IT tools, internal search engines, hardware functionality, software processes, iPhone and Android device use and troubleshooting, Mac and Windows computer troubleshooting, data entry and record keeping, internal network issues and solutions, and de-escalated high-need callers
- Monitor problem/change activities
- Coordinate interactions between technical staff and end-users to respond to requests
- Provides training to users on hardware and software applications
- Troubleshoots and maintains data servers, user devices, and communication tools
- Performs testing activities
- May work as part of a team or independently with supervision
- Installs and maintains hardware and software products
- Configures user and network equipment according to company standards
- Installs, configures, and tests application software packages
- Identifies, evaluates, and corrects hardware, software, or operations problems
- Monitors and troubleshoots network system performance and networking problems
Education
Bachelor of Science - Psychology/Sociology/Anthropology
Eastern Oregon University
La Grande, OR01-2016
Associate of Science - Computer Science/English/Communications
Treasure Valley Community College
Ontario2013
Skills
- Good knowledge of current computer trends, software, capabilities, terminology, and computer hardware and software installation, upgrading, and troubleshooting
- Great Communication and teamwork
- Adherence to safety and security protocols as well as State laws and procedures
- Experience working with Active Directory and User Profile Management and Security
- Experience working with Cisco network systems/equipment and desk phones/phone number management systems and DHCP, DNS, and IP management systems
- Experience with Service Manager for submitting, tracking, and completing tickets, as well as managing and tracking equipment assets
- Experience with setup and functionality of both Android and iOS devices and software and troubleshooting of multiple state utilized internal and external software programs such as Gentax, Luma, Sharepoint, Duo, eCasefile, ServiceNow, Adobe Pro, Microsoft 365 and others
- Good knowledge of researching, compiling, and summarizing data, and interpreting, applying and explaining complex information such as procedures, regulations, policies or services
- Experience coordinating complex activities and arrangements
- Experience independently solving problems/performing activities in a work setting
- Experience monitoring record systems to identify and correct errors
- Experience analyzing information and researching a variety of sources to identify and resolve problems or issues
- Experience entering and retrieving data using a computerized record system
- Experience dealing with individuals from varying cultural and socio-economic backgrounds in stressful situations
Timeline
IT Ops & Support Sr Technician-Job Shadow
State of Idaho-DHW-ITSD
10.2023 - Current
Technical Records Specialist 2
State of Idaho-DHW-ITSD
10.2023 - Current
Technical Records Specialist 1
Idaho State Tax Commission-Rev Ops
03.2020 - 10.2023
Psychiatric Technician
State of Idaho-DHW-SWITC
01.2016 - 06.2019
IT Lead Supervising Support Technician
WDS Global
01.2014 - 01.2016
Associate of Science - Computer Science/English/Communications
Treasure Valley Community College
Bachelor of Science - Psychology/Sociology/Anthropology
Eastern Oregon University
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