Dawn Lyons

Education: Bachelors of Fine Arts

Graphic Design

Westfield State College

1996 : 2000

Experience: 2023 : Present

Travelers

Cybersecurity Operations Center Analyst (SOC)

Transitioned to full hire in November to Travelers

2014 :

Travelers

Senior Service Desk Analyst

Job duties include password changes, hardware and software troubleshooting in a general IT environment. Customer service skills and knowledge of various call center and development programs are par for the course. Escalating issues to various departments as needed. Provides first line of troubleshooting for clients, including MassMutual employees and external Agents.

2012 : 2013

MassMutual Financial Group

IT Customer Service

Monitoring ePO for McAfee, provide computer support for various programs including the Windows 7 OS and Windows XP. Common troubleshooting of problems. Network duties including Active Directory services, creation of user profiles and handling deployment of software. Setup and adjustment of computers in a call center atmosphere as well as support to remote users. Handled purchase orders for acquisitions of computer parts, computers, and printer supplies. Deployed computers and laptops to users who traveled. Tested new systems and setup new systems for many users. Provided virus removal services or recovery services if the virus had taken over. Troubleshooting includes quick thinking to fix problems as well as solve common issues with software commonly used. Kept a log sheet of everything done daily. Work with Microsoft products as well as some Linux products. Recycled computers and electronics. Project management for the deployment of software as well as scheduled cleanups.

2007 : 2012

First Notice Systems

Desktop Support

Company: Travelers

Years of Experience: 16

Spoken Language: French, Gaelic