Lorena C. Gantt
Information Technology Support Specialist, Healthcare commercial printing
Columbus, OH · (614) 555 0118 · name@example.com · linkedin.com/in/lorenacgantt
Key Qualifications
EXPERIENCE
Eight years in deskside, endpoint and hardware support
INDUSTRIES
Healthcare and commercial printing
SPECIALTIES
Device imaging, hardware refresh, asset lifecycle, onsite triage
SYSTEMS
Microsoft Intune, ServiceNow, Active Directory, Okta, Microsoft 365
CREDENTIALS
Computing Technology Industry Association A Plus, Microsoft Certified Endpoint Administrator Associate
EDUCATION
Bachelor of Science in information technology, Franklin University
Executive Summary
Endpoint support specialist with eight years keeping clinical and administrative staff working across a multiple site health system. Strongest on imaging, hardware refresh and the messy physical side of support that remote teams cannot cover. Builds parts kits, checklists and driver standards so the same ticket does not come back twice.
Signature Achievements
- Cut average laptop imaging time from ninety minutes to twenty two minutes by rebuilding the deployment sequence in Microsoft Intune.
- Refreshed one thousand one hundred laptops across eleven clinics with no lost appointment time by scheduling swaps around patient blocks.
- Raised first visit resolution on deskside tickets from sixty one percent to eighty four percent over three quarters.
- Recovered forty two thousand dollars of warranty value in one year by auditing asset records in ServiceNow and filing open claims.
- Halved repeat printer tickets at the two busiest clinics by standardizing on two driver packages and retiring nine unsupported models.
Professional Experience
Information Technology Support Specialist
Scioto Valley Health Partners, Columbus, OH 2021 to present
Endpoint support for eleven outpatient clinics, a central billing office and roughly one thousand four hundred staff.
- Works the deskside escalation queue in ServiceNow, covering hardware faults, encryption failures and clinical application clients that remote support cannot resolve.
- Builds and maintains Windows 11 and macOS device configurations in Microsoft Intune, including application packaging, driver updates and compliance policies.
- Manages accounts, security groups and shared folder permissions in Active Directory and processes access requests through Okta.
- Runs the hardware asset lifecycle from purchase order through secure disposal, including sanitization records for devices that held protected health information.
Desktop Support Technician
Buckeye Print and Packaging, Columbus, OH 2018 to 2021
Two hundred sixty users across a plant floor, a design studio and a shipping operation running two shifts.
- Supported production workstations tied to press controllers, including color calibration hardware and large format plotters.
- Rebuilt the shared image for design workstations after standardizing on Adobe Creative Cloud licensing.
Licensure and Certification
Computing Technology Industry Association A Plus certification
Microsoft Certified Endpoint Administrator Associate
Education
Bachelor of Science in information technology, Franklin University, 2021
Associate of Applied Science in network systems, Columbus State Community College, 2016
Core Skills
Device imaging · Hardware repair · Microsoft Intune · Active Directory · ServiceNow tickets · Asset management · Onsite triage · Printer support · Encryption troubleshooting · User training