Lisa Negri
Clane
Summary
Seasoned Support Engineer well-versed in supporting users and troubleshooting common IT problems. Versatile professional bringing remarkable understanding of IT operations and resilient nature focused on finding root causes and making permanent improvements. Offering years of experience working in high-pressure environments to address customer concerns and questions. Capable and experienced in helping users correct problems with computer systems, mobile devices, and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems. Personable and dedicated Customer Service Representative with extensive experience in many industries. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
33
33
years of professional experience
Work History
IT Security Support Engineer
NetSec Advanced Security & IT Services
11.2019 - 09.2023
- Remote technical support - diagnose and resolve technical issues related to operating systems, networks, applications, printers, mobile devices, and other hardware
- Troubleshooting to identify and resolve technical problems quickly and effectively and troubleshoot issues remotely
- Customer service - communicate with end-users and provide excellent customer service
- Prioritise tasks based on urgency and importance
- Adapt to changes in technology and processes
- Documentation of technical issues and resolutions
Accounts and Sales Admin
Caldor Energy Solutions
02.2019 - 08.2019
- Sageone - Debtors/Creditors, bank reconciliations, invoicing, bank payments, supplier payments, BrightPay - Payroll, TimeClockWizard - employee hours management, ROS - RCT, PAYE, VAT returns, CRM administration, Customer Contracts, Excel spreadsheets, General admin duties
Office Manager Accounts & Payroll
Mechtronics Ltd
10.2013 - 02.2019
- Accounts, Stock Purchasing & entry; Imports/Exports, Quickbooks: Creditors: invoices, purchase orders, payments, month end reports, Debtors: quotations, purchase orders, invoicing, statements, month end reports
- Credit Control: Chasing payments, maintain good customer relationships, Bank reconciliation, online banking and cash flow, year-end reconciliations; Accounts to trial balance
- Payroll: timesheets, weekly & monthly payroll
- (P35 and P60s) and ROS, Software packages: Thesaurus 2014-2018, Petty Cash and credit card: Reconciliation, Office & IT - Export and Import management, Project management, Advertising, General Office Management, Correspondence to customers & suppliers, Data Entry, Analyzing Information, Research and Sales, Filing, Web site management when required, General IT support, call screening and queries
Training & Membership Administrator
ILAM Ireland
04.2011 - 12.2012
- Training, Membership and Administration, organization of training courses, tutors and members, Training Admin and support - GP Exercise Referral Course for HSE, Member support and contact, IT Social Media marketing - Linkedin, Facebook, Twitter
- Desktop Support & Web support and Admin for three websites
- Ezine design & distribution
Web Designer
L-Designs
01.2008 - 12.2008
- Design, create and support of websites for small businesses
Creditors Clerk
Riscura Risk & Investment
Cape Town
08.2007 - 12.2007
- Efficient at reconciling creditors accounts and Bank Reconciliations together with all requirements of Creditors Clerk
- Management of Company Asset Register
IT Service Desk Team Leader
IBM & Safmarine Computer Services
Cape Town
03.2006 - 08.2007
- Managed group mailbox and helpdesk queues
- Monitored support tickets ensured SLA's were met
- Customer support, standby support 24/7 & remote support
- All major outages from inception to restoration supported
- Acting Manager on requested occasions
- Month end helpdesk reporting and chaired daily Operations meetings
IT Service Desk Administrator
IBM & Safmarine Computer Services
Cape Town
07.2004 - 02.2006
- Management of Group Mailbox and Helpdesk queues
- Managing all logged calls to resolution while meeting SLA's
- Supporting Intranet and web browser sites (System Admin)
- Hardware, software and network issues via telephonic support to multiple group companies
- Password administration
- Monitoring all major outages from inception to restoration and giving excellent customer communication and feedback
- Chair daily Operations meeting
- Standby support & remote support
Freelance Web Designer
Cape Town
01.2003 - 06.2004
IT Security Administrator
Credit Suisse First Boston
London
07.2001 - 12.2002
- Admin of global system access requests & resolution of IT permission related faults for London and European based users and systems
- Remote access accounts and support
- Resolve access permission related fault issues, including password reset requests
- Weekly management reports
- Telephonic & Remote support 24/7
IT Security Administrator
Merrill Lynch Investment Managers
London
09.2000 - 05.2001
- IT Security access of UNIX Solaris & Sybase database Systems; IBM Mainframes, RACF & Adabas Natural databases
- Administer the NT security, internet & email systems
- Lotus Notes Database administration & Shiva/ACE remote logon services
- Monitor the problem queue & ensure call escalation
- Security projects in globally & co-ordinate with the IT business representatives, third parties, Internal Audit & Compliance
- Implement security procedures
- IT support and IT security reviews
IT Trainer & IT Helpdesk & Support Contract Roles
Corporation of London, Sakura Finance, Bankers Trust/Deutche Bank
London
07.1998 - 09.2000
- In house training - Windows NT/95/3.11, MS Office 97/95/4
- Installation and support of Windows NT/95/3.11, MS Office 97/95/4.3
- Daily Backups & PC Hardware configuration
- Supporting NT 3.51/4.0 workstations, Microsoft Applications, Lotus notes 4.6, CORD, VMS & in-house applications
- System Admin
- Managing Office 97 rollout installation and support
- Network & software support
- Remedy Call logging & resolution
IT Trainer & Support Co-ordinator
IBM
Cape Town
05.1997 - 06.1998
- Admin & support of Aix 4.2 (Unix Server), Windows NT Server, MS Exchange Server
- Networking support & installation of hardware/printers
- Software upgrades, hardware configuration and desktop support
- Software Training courses for all applications according to users skill levels
Execute PA & IT Trainer
Sharp Electronics Head Office
Cape Town
07.1994 - 04.1997
- Executive PA to IT manager
- Internal IT trainer & IT support of Windows 95/3.11, MS Office 95/4.3 to advanced level
- Mainframe maintenance
- Month end control totals
Execute PA to MD, Financial, Technical & Marketing Directors
Sharp Electronics Head Office
Cape Town
05.1990 - 06.1994
- Debtors, Creditors, Cashbooks, Ventura publishing, technical tables, diagrams, graphs
- Database management, leave records, petty cash, wages, filing, client liaison, reception
- I assisted the Financial Director with all accounts/bookkeeping and as PA to the Managing Director Advanced skills Microsoft products
- Assisted Technical Director with technical specs and design layouts
Education
Diploma - Distinction in Secretarial & PRO
Fairhills Secretarial Academy
01.1999
Leaving Cert/Matriculation -
Norman Henshilwood High School
01.1988
Comptia Network
FAS
Service Desk, Incident & Problem Management Practitioners (2005)
Foster-Melliar
(2005)
Microsoft Operations Framework Essentials
MCP - Microsoft Certified Professional (Windows 2000 Professional) - (2003)
Microsoft Certification
Web Site Design Certification - 2003 (Macromedia Dreamweaver / Adobe Photoshop 6 / Microsoft FrontPage 2002 / HTML Advanced / JavaScript)
Project IT
Skills
- Mac OS
- Windows 8/10/11
- Android
- Microso4 Exchange
- Microso4 365
- Google Workspace
- PC So4ware/Hardware InstallaFon
- Printers
- Networking & Cabling
- VPN
- Visual Basic Ver3/Ver5 (Basics)
- HTML Advanced
- JavaScript/HTML
- Social Media markeFng - Facebook, LinkedIn/TwiWer
- Adobe
- Helpdesk/Service Desk
- Application Installations
- User Support
- System Administration
- Troubleshooting Skills
- Troubleshooting and Diagnostics
- Technical Documentation
- Technical Support
- Technical Analysis
- Operating Systems
- Hardware and Software Installation
- Remote Support
- Application Support
- Incident Management
- Security Protocols
- Virtualization Technologies
Personal Information
Date of Birth: 09/09/70
Awards
SCS (Safmarine Computer Services/IBM) Recognition award for contribution in Customer Services in 2005
References
References available upon request.
Timeline
IT Security Support Engineer
NetSec Advanced Security & IT Services
11.2019 - 09.2023
Accounts and Sales Admin
Caldor Energy Solutions
02.2019 - 08.2019
Office Manager Accounts & Payroll
Mechtronics Ltd
10.2013 - 02.2019
Training & Membership Administrator
ILAM Ireland
04.2011 - 12.2012
Web Designer
L-Designs
01.2008 - 12.2008
Creditors Clerk
Riscura Risk & Investment
08.2007 - 12.2007
IT Service Desk Team Leader
IBM & Safmarine Computer Services
03.2006 - 08.2007
IT Service Desk Administrator
IBM & Safmarine Computer Services
07.2004 - 02.2006
Freelance Web Designer
Cape Town
01.2003 - 06.2004
IT Security Administrator
Credit Suisse First Boston
07.2001 - 12.2002
IT Security Administrator
Merrill Lynch Investment Managers
09.2000 - 05.2001
IT Trainer & IT Helpdesk & Support Contract Roles
Corporation of London, Sakura Finance, Bankers Trust/Deutche Bank
07.1998 - 09.2000
IT Trainer & Support Co-ordinator
IBM
05.1997 - 06.1998
Execute PA & IT Trainer
Sharp Electronics Head Office
07.1994 - 04.1997
Execute PA to MD, Financial, Technical & Marketing Directors
Sharp Electronics Head Office
05.1990 - 06.1994
Diploma - Distinction in Secretarial & PRO
Fairhills Secretarial Academy
Leaving Cert/Matriculation -
Norman Henshilwood High School
Comptia Network
FAS
Service Desk, Incident & Problem Management Practitioners (2005)
Foster-Melliar
(2005)
Microsoft Operations Framework Essentials
MCP - Microsoft Certified Professional (Windows 2000 Professional) - (2003)
Microsoft Certification
Web Site Design Certification - 2003 (Macromedia Dreamweaver / Adobe Photoshop 6 / Microsoft FrontPage 2002 / HTML Advanced / JavaScript)
Project IT
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