Casey Lard

• Led migration projects from SharePoint on-premises to SharePoint Online and Dropbox to SharePoint, saving the institute $500,000 annually
• Administered Microsoft 365 Copilot project, providing training on AI prompts and automating tasks for efficiency
• Created knowledge articles to educate employees on effective use of SharePoint and OneDrive

·• Developed numerous PowerShell and Graph API automation scripts for Data Governance and Lifecycle management, saving over 240 hours annually.
• Acted as the subject matter expert for Microsoft 365, including Microsoft Teams, SharePoint, Exchange, and OneDrive.

• Implemented Network Access Control to ensure Government compliance with new regulations
• Provided technical support for PC and Mac hardware/software, including imaging and break fix issues
• Received presidents award for delivering exceptional customer service during the pandemic
• Mitigated a security incident affecting 4500 machines

• Maintained inventory of over 10000 installed desktop hardware and software components to keep records accurate and updated.
• Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
• Walked individuals through basic troubleshooting tasks.
• Documented support interactions using ServiceNow for future reference.
• Patched software and installed new versions to eliminate security problems and protect data.
• Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Responded to Break/Fix tickets and used my great customer service experience to help the User feel more at ease around me.

• Fostered high-quality customer service across team by modeling standards and providing employees with direction and coaching.
• Delegated tasks to employees to enhance productivity and workflow.
• Addressed and resolved all customer inquiries and complaints with timeliness and professionalism.