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Lauren Brickley

@laurenbrickley

Technical support specialist at SGL Financial who improved internal support workflows with Microsoft Forms, Power Automate, and Excel.

United States

Message

At SGL Financial, I delivered Tier 1–2 technical and application support, troubleshooting Microsoft 365, Windows, SaaS, hardware, and connectivity issues. I administered user accounts and access across Active Directory, Microsoft 365, and Google Workspace in a regulated financial services environment.

I also improved internal support workflows with Microsoft Forms, Power Automate, and Excel-based trackers, and documented recurring issues and procedures in SOPs and user guidance. Previously, at American Place Casino, I supported workstations, business applications, and network connectivity in a 24/7 operating environment.

Experience

Work history, roles, and key accomplishments

Operations & IT Coordinator

SGL Financial

Jan 2024 - Jan 2026 (2 years)

Delivered Tier 1–2 technical and application support, diagnosing Microsoft 365, Windows, SaaS, hardware, and connectivity issues. Administered Active Directory, Microsoft 365, and Google Workspace accounts, and documented technical issues and troubleshooting procedures.

Microsoft 365 Active Directory Google Workspace Windows VPN SaaS Hardware Support Software support Incident Documentation Vendor Escalation Microsoft Forms Power Automate Excel SOP Development Technical Documentation

IT Systems Administrator

American Place Casino

Jan 2022 - Jan 2024 (2 years)

Provided technical support in a 24/7 operating environment, troubleshooting employee workstations, business applications, hardware, and network connectivity issues. Supported Active Directory account administration and maintained service documentation.

Active Directory Workstation Deployment And Configuration Application Access Network Connectivity incident investigation Service Documentation Technical Support

Claims Service Representative (Fleet Insurance)

Innovation Group

Jan 2019 - Jan 2022 (3 years)

Managed high-volume customer inquiries and service requests, identifying issues and coordinating resolutions through established workflows. Maintained accurate electronic case records and communicated with customers, vendors, and internal teams.

Customer Service Case Management Communication Skills Vendor coordination Electronic Records