Name: Sandra K. Lane – 1106 Robinwood Road, Apt. J; Gastonia, NC 28054 Cell: 704.747.5339Email: skay534.sl@gmail.com

EDUCATION:

Diploma 1985: Secretarial Sciences with emphasis on word-processing. Graduated with special honors.

A+, Net+, ITIL v3 Foundations, CDRP (Certified Data Recovery Professional), eRCA, OYSC (On Your Side Champion), Toshiba Hardware Maintenance and Warranty Replacement, IBM/Lenovo Hardware Maintenance and Warranty Replacement, MCSE-NT, MCP+I, MCDST, MCTS (Microsoft Transcripts: https://mcp.microsoft.com/Authenticate/Directory/Preference/ Transcript ID: 1176599, Access Code: January16

SKILLS:

Self-motivated, driven, customer focused. Able to work independently or with a team. Honest, sincere, hardworking and dedicated as a team player or on my own. Team player, quick learner and eager to learn new things. Can adapt to change easily and in a positive manner as shown with years of catastrophe duty. Work well on my own either in an office, traveling on-site or working from home. Highly skilled in documentation of problem tickets or root cause analysis and quick to share

my knowledge as well as ask questions of others to learn from them and ensure timely resolutions.

EXPERIENCE:

NATIONWIDE INSURANCE – 8/1994 to 9/2014o POSITIONS HELD :

Specialist, IT Operations – 8/1997 to 9/2014 Infrastructure change resulted in the in-house IT moving to OH and myself

management the state of West Virginia alone. I provided desktop, laptop and tablet support including peripherals (i.e., printers, cables, phones, headsets,VoIP software and hardware). Supported both deskside and via remote using Remote Desktop and GoToAssist. Both office and home environment including home routers and HUBS. Mobile user support of tablets, PC cellular cards, mobile printers and home office printers and network connectivity via phone or remote assistance. Maintained spare PCs to deploy in an emergency to reduce impact to user productivity.

Audited PCs for security policy and software copyright compliance. Also scanned and removed malware, spyware and viruses from PCs as needed.

Processed service requests by reviewing orders that have been placed via ePro by end users. Make contact and either complete installs, setups, configurations of PCs, printers, peripherals via remote support or deskside and providing end-user training.

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Project lead on multiple hardware and software deployments for home state as well as multiple surrounding states for mass deployments. Coordinated within my state as well as with other IT in their states and worked alone or within a team as circumstances dictated. Maintained online inventory of asset location and assignments.

Completed three new office TCOMM closet wiring configurations from rack to desk side without assistance for home state. Managed vendors to coordinate leased line install and configuration. Provided troubleshooting and maintenance for TCOMM. Planned LAN cabling configurations, defined specifications, and assisted with wiring closet punch down, testing and troubleshooting network connectivity in the closet and deskside.

Managed changes to PCs, peripherals and TCOMM across multiple states. Maintained a general understanding of all physical equipment, computer software and related procedures in the office and affiliated field offices as we grew and progressed in technology.

Maintained office servers and workstations requiring backup and recovery of critical data. Including on-site for NIC swaps, HD replacements and restoring data or resolving issues with tape back issues to same. Personally completed server upgrades for West Virginia and travelled to other service centers as requested to assist with mass upgrades.

VoIP phone and network equipment upgrades for 11 locations in West Virginia as well as other states and service centers including racking and stacking of network equipment, testing equipment and verifying phone and PC connectivity. All were completed after hours and worked up into the morning to eliminate impact on productivity.

Lead for mass agent router upgrades for home state and assisted others as needed. Field network support for agents within 4 hour driving radius both near home or on catastrophe duty. Maintained required inventory and replenished through Cisco website order process and returned defective equipment to Cisco updating our database as needed to maintain accurate inventory.

On First Response team for catastrophe duty beginning 2003 with Hurricane Isabel to end of employment and both enjoyed and thrived in this environment. Traveled near as possible to hurricane or tornado sites and worked with other first responders, including property management, to retain property to cable and setup network racks as well as wireless access points for claims representatives, managers and other staff being deployed. Worked 16 to 20 hours a day and seven days a week until up and running. Sometimes working without power until gasoline generator arrived of which I helped monitor at two locations to ensure we maintained adequate fuel levels. Once power restored worked 12-14 hours day/7 days a week with minimum deployment required of 28 days with 3 days ETO. Carried or ordered spare equipment and provided on-site break/fix support including field network support for agents within four hour driving radius.

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In 2011 moved to Remote Support team working from home. I still provided catastrophe support for TN when tornadoes struck there then Joplin Missouri soon after. Also provided field network support for agents within four hour radius either when home or on catastrophe duty. I either worked tickets from a master queue by taking assignment or received warm transfers from our ITSD via SoftPhone installed on my PC. From there took ownership of ticket via HP ServiceCenter, worked with the user who was either in the field, at a hotel or home and documented/resolved tickets according to SLAs and customer availability and provided coaching and/or training as needed to reduce callbacks.

Software Analyst – 6/1996 to 8/1997 Hired by in-house IT manager to provide help desk role for 11 offices across

the state. Assist with loading PCs with proprietary configuration from our AS/400 and

document/maintain processes. Assist with both new hire and mass deployment of new PC and peripheral upgrades and provide end-user training, both classroom and one-on-one.

Assist with multiple new office network installs from labelling patch cables from conduit at wall, punch down to patch panel on rack, configuration of network equipment as well as testing including between rack and wall plates.

Market Secretary – 5/1995 to 6/1996 Administrative support to Material Damage Manager and Casualty Market

Director. Also provided backup support for office receptionist as needed. In-house IT manager engaged me to assist with Microsoft Office Suite and

proprietary software support as well as password resets for claims application for all 11 offices across the state of West Virginia.

SIU Secretary – 4/1994 to 5/1995 Provided administrative support to SIU Manager and five investigators

including transcription of recorded interviews. Also provided backup support for office receptionist during lunch or as

needed when she was out of the office. Duties included greeting customers, taking calls and routing accordingly and looking up claimant or policyholder information via claims software on PC.

-- Additional Work History And References Available Upon Request --

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