Open to opportunities

Dana Larmond

@danalarmond

Message

I’m a Technical Support Analyst who leads escalation, standardizes workflows, and fixes end-user issues fast.

United States

Message

What I'm looking for

I’m looking for a role where I can own technical escalations, standardize support procedures, and drive practical improvements across IT operations—while partnering with teams to resolve incidents quickly, improve user experience, and strengthen security.

I’m an IT professional with 7 years of analyst experience, currently serving as a Senior technical and procedural escalation point for Onetech Walkup. I lead supervision, project management, technical escalation, and delivered results through a bank laptop deployment project, laptop asset management, and certifications-driven procedures for laptop maintenance and troubleshooting.

I facilitate end-user education, support, and local data recovery while enforcing compliance for access requests, provisioning, and best-practice procedures. I’ve also defined and documented OneTech walkup procedures and roles, partnered with end-user computing teams to maintain cross-group workflows, and collaborated with operations teams to remediate vulnerability remediation, policy changes, and laptop imaging—while troubleshooting, logging incidents, and maintaining escalation-level documentation.

Experience

Work history, roles, and key accomplishments

Current

OneTech Team Lead (P4)

Current

Credit One Bank

Jan 2021 - Present (5 years 5 months)

Served as a senior technical escalation point for OneTech walkup experience, leading escalation, supervision, and project management for a bank laptop deployment and laptop asset management program. Developed and enforced laptop maintenance/troubleshooting procedures, standardized walkup workflows, and collaborated with operations to remediate user experience issues related to vulnerability remedi

Technical Escalation IT Supervision Project Management Laptop Management End User Computing Support Troubleshooting Access Provisioning Laptop Imaging

Support Analyst I/II

Anexeon / Ergos Support

Apr 2018 - Aug 2021 (3 years 4 months)

Administered, migrated, audited, and adjusted user access controls; troubleshot and logged incidents; and maintained escalation-level documentation for local host and sitewide issues. Completed 250+ hours of PC hardware, software, networking, and cyber security training, onboarded new hires, and identified/resolved attacks and mitigated security threats to local hosts.

Active Directory Microsoft 365 Access Control Networking Fundamentals Documentation

IT & Project Mgmt Intern

City of Las Vegas

Nov 2017 - Present (8 years 7 months)

Triaged and troubleshot IT incidents within SLA to achieve client resolution and provided remote support to user computers using SolarWinds Dameware. Supported end users using help desk tooling including Active Directory, Microsoft Outlook, and System Center 2016, and configured Windows Server 2012 user accounts and file associations.

Triage Remote Support Active Directory Outlook Microsoft Windows 2012

Education

Degrees, certifications, and relevant coursework

Anexeon/Ergos Support

Support Analyst I/II (Immersive Training), Information Technology Support

2018 - 2021

Activities and societies: Administered and adjusted user access controls; troubleshot hardware/software/networking; onboarded hires; mitigated security threats to local hosts.

Completed an immersive IT training program and worked as a Support Analyst I/II. Administered and troubleshooted systems and user access across Exchange, Office 365, Active Directory, and local/sitewide support including incident logging and documentation at escalation level.

City of Las Vegas

Internship, Information Technologies and Project Management

2017 - 2017

Activities and societies: Incident triage and troubleshooting within SLA; remote support activities using help desk tools.

Served as an Information Technologies and Project Management Intern. Triaged and troubleshot incidents within SLA to achieve satisfied client resolution.