Sandra K. Lane has over 20 years of experience in IT operations and customer support. She has held various roles at Nationwide Insurance from 1994 to 2014, including positions in software analysis, IT operations support, and catastrophe first response. Her skills include desktop support, network maintenance, software deployment, and customer training. She is proficient in troubleshooting, documentation, and working independently or as part of a team.

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Name: Sandra K. Lane – 1106 Robinwood Road, Apt. J; Gastonia, NC 28054
Cell: 704.747.5339
Email: 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 9/2014
o 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 --