Lemuel Yates
Baton Rouge
Summary
With over a decade of experience in the IT industry, consistently delivers tangible value to every organization. Expertise in streamlining processes, accurately managing IT inventory, and ensuring the security of both physical and virtual assets. Excels in creating comprehensive guidelines and standard operating procedures for IT and end users, as well as providing training on current and new software and hardware utilization. Inspires IT colleagues to enhance operations and fosters a culture of continuous improvement. Maintains a high level of professionalism, taking ownership of systems and tasks, while effectively liaising with stakeholders at all levels of the organization.
Overview
11
11
years of professional experience
Work History
System Admin/Customer Support
US Marine Corps Recruiting
06.2022 - Current
- Handled installation and configuration of technological equipment in 32 offices spanning two states.
- Administered network resources and tech devices.
- Completed setup and upkeep of essential technology.
- Proactively tracked system operations to uphold organizational standards.
- Diagnosed issues related to network, hardware, and software.
- Maintained security through physical and software access controls.
- Integrated latest software versions into existing systems.
- Gained proficiency to educate personnel on latest technological advancements.
IT Technical Support Specialist III
LA Secretary of State - Elections Operations
03.2021 - 05.2022
- Collaborated with State of Louisiana IT to facilitate election operation projects.
- Developed instructional guides for Elections software.
- Oversaw verification and maintenance of IT resources.
- Diagnosed and fixed issues involving laptops, desktops, printers, cartridges, network switches and LANs.
- Performed operations to diagnose software issues.
- Maintained network reliability during voting periods.
IT Specialist (Network)
DOI – Bureau of Reclamation
11.2019 - 02.2021
- Upgraded network infrastructure for improved security compliance.
- Managed access rights and integration of VoIP network devices.
- Oversaw network equipment license management in accordance with EULAs.
- Enhanced VoIP infrastructure for improved efficiency.
- Offered specialized support for network component integration.
- Trained IT personnel and end users on utilizing new VoIP functionalities and hardware.
- Enhanced ticket closure rates and reduced equipment turnaround times.
- Delivered seamless performance with minimal unscheduled downtime through effective system oversight.
IT Specialist (Customer Support)
DOI – Bureau of Reclamation
11.2016 - 11.2019
- Delivered comprehensive support across helpdesk, remote, email and in-person channels.
- Facilitated accurate submission and tracking of change management requests to streamline software deployment.
- Imaged, installed, and upgraded hardware, software, and peripherals for local office IT personnel and end users with no incidents of ticket rework.
- Monitored network and end-user systems for security compliance, reducing equipment downtime.
- Troubleshot and resolved account issues in Active Directory.
- Configured and deployed network equipment for VoIP operations.
- Delivered end-user training for effective VoIP implementation.
- Identified and mitigated software risks in accordance with security protocols.
- Streamlined virtual meeting setup to guarantee adherence to scheduled start times.
- Produced and validated guides for non-standard task completion.
- Completed self-study coursework related to IT.
- Consistently delivered exceptional results in resolving customer support tickets.
Desktop Support – Subcontractor
US Army Corps of Engineers IT
03.2016 - 11.2016
- Diagnosed and resolved computer, laptop, IP phone, and printer issues.
- Effectively handled physical and logical network connectivity challenges.
- Managed and tracked tasks via ticketing interface.
- Developed procedures derived from recurring issue resolutions.
- Protected critical data and maintained system security.
- Configured audio-visual equipment for events.
- Instructed end users and IT staff on application, system, and peripheral usage.
- Acquired proficiency in multiple new systems, software tools and operational workflows.
IT Student Intern
USDA - Office of Inspector General
08.2014 - 08.2015
- Addressed technical issues to ensure continuous system availability.
- Streamlined ticket resolution processes to address technical queries effectively.
- Consistently achieved positive ticket resolution, averaging completion of 10 tickets daily.
- Developed comprehensive user guide to streamline solutions for technical issues.
- Managed IT operations for all Western region offices across several states.
Education
Associate Degree - Network Security
City College of San Francisco
San Francisco, CA12.2015
Skills
- Network
- Security
- ITIL Foundation v3
- A
- Windows 10/11 migration
- Remedy ticketing
- Fortinet
- HEAT ticketing
- Dell
- HP
- Lenovo
- Remote support tools
- McAfee encryption
- Pulse Secure VPN
- Symantec Ghost
- VmWare
- Symantec Endpoint Protection
- Bitlocker
- Cisco VoIP
- Cisco Unified CM
- Cisco Unity
- Cisco AnyConnect
- Cisco switches & routers
- Cisco Smart Licensing
- Print Management
- Blackberry Enterprise Service
- Microsoft Office Suite
- Microsoft Teams
- Adobe Acrobat
- Windows Server
- Active Directory
- Vidyo
- Lync
- Bridgit
- WinZip
- Google Apps
- Checkpoint Endpoint security
- Video teleconference
- A/V
- Webex
- Installing
- Troubleshooting servers (physical/virtual)
- Laptops
- Desktops
- Network printers
- Mobile phones
- Networking
- TCP/IP
- Quality assurance
Timeline
System Admin/Customer Support
US Marine Corps Recruiting
06.2022 - Current
IT Technical Support Specialist III
LA Secretary of State - Elections Operations
03.2021 - 05.2022
IT Specialist (Network)
DOI – Bureau of Reclamation
11.2019 - 02.2021
IT Specialist (Customer Support)
DOI – Bureau of Reclamation
11.2016 - 11.2019
Desktop Support – Subcontractor
US Army Corps of Engineers IT
03.2016 - 11.2016
IT Student Intern
USDA - Office of Inspector General
08.2014 - 08.2015
Associate Degree - Network Security
City College of San Francisco
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