Lawrence Underwood

Site Reliability Engineer at CloudFit Software
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Contact Information
us****@****om
(386) 825-5501
Location
Norman, Oklahoma, United States, US

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5.0

/5.0
/ Based on 2 ratings
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Adam Lemler

Larry is detail oriented and was instrumental in migrating the support of large accounts between groups. His focus on maintaing customer satisfaction and providing team training led to the success of the team, the organization, and the customer.

Bret Whitton

Larry is quite knowledgable when it comes to technical issues. His work and dedication for the customer is commendable. Larry doesn't back down from a challange and will work diligently to resolve any issue a customer has, no matter how long it takes.

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Credentials

  • Messaging Administrator Associate
    Microsoft
    May, 2019
    - Oct, 2024
  • CompTIA A+
    CompTIA
  • CompTIA Network +
    CompTIA
  • CompTIA Security +
    CompTIA
  • Dell DCSE
    Dell
  • ITIL v3 Foundation
    Exin

Experience

  • CloudFit Software
    • United States
    • Software Development
    • 100 - 200 Employee
    • Site Reliability Engineer
      • Jan 2022 - Present
  • Microsoft
    • United States
    • Software Development
    • 200 - 300 Employee
    • Customer Engineer
      • Oct 2020 - Jan 2022

    • Premier Field Engineer
      • Mar 2018 - Jan 2022

  • American Fidelity
    • United States
    • Insurance
    • 700 & Above Employee
    • Infrastructure Engineer
      • Jul 2017 - Mar 2018
  • DNI (Delaware Nation Industries)
    • United States
    • IT Services and IT Consulting
    • 300 - 400 Employee
    • Identity Management
      • Mar 2016 - Jul 2017

      Microsoft Identity Management Administrator Microsoft Identity Management Administrator

  • Consulting Services Inc.
    • United States
    • IT Services and IT Consulting
    • Exchange Administrator
      • Mar 2013 - Mar 2016

      Microsoft Exchange Administrator • Responsible for sustainment and maintenance of 800+ Microsoft Exchange servers. • Troubleshooting issues in a multiple site international environment with over 1.7 million mailboxes. • Extensive knowledge of Exchange Roles, Mail-flow, Database Availability Groups. • Knowledge of Active Directory group policy, site links, and Authentication. • Working knowledge of BlackBerry, VMware, PKI and Identity Management, CommVault , and SAN storage. • Familiar with Networking infrastructure, Patch Scheduling and WSUS • Ensure Windows server availability compliance to Service Level Agreements. • Department of Defense contractor with active security clearance • Scouting talent and interviewing potential candidates. Show less

  • TAIC / Tinker AFB
    • Tier II Field Client Support Analyst
      • May 2012 - Mar 2013

      • Department of Defense contractor with secret security clearance • Active Directory administration, troubleshooting, and configuration of over 8,000 Tinker AFB employees • Tier II advanced troubleshooting of Tier I created Remedy tickets in advanced high security environment • Provide high volume scheduling and quality customer service to high ranking military clients. • Department of Defense contractor with secret security clearance • Active Directory administration, troubleshooting, and configuration of over 8,000 Tinker AFB employees • Tier II advanced troubleshooting of Tier I created Remedy tickets in advanced high security environment • Provide high volume scheduling and quality customer service to high ranking military clients.

  • Dell
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • GSD - Technical Support Manager
      • Jun 2011 - Apr 2012

      • Plans, manages, and controls the activities of a team that provides operational support for a business segment, group or team. • Responsibilities may include subject matter expertise and support across multiple functions and specialties such as business process improvement, data capture and analysis, compliance, infrastructure support, tool ownership and improvement, etc. • Develops, implements and establishes business policies and procedures. • Develops, plans, implements and/or participates in cross-functional projects and/or assignments to improve operational performance and ensure infrastructure support. • Works with management to develop and implement strategic plans, initiatives, and direction. • Works with internal teams to resolve issues. • Responsible for personal and professional development of subordinates. • Develops individual goals and objectives for direct reports. • Provides guidance and recommendations that drive results to improve business processes and operations service delivery. • Manages the coordination of activities of a section or group with responsibility for results in terms of costs, methods, and employees. • Handles semi-routine to moderately complex projects. • Acts independently with general latitude for decision-making. • Developing leadership and team building skills. Show less

  • Farmers Insurance
    • United States
    • Real Estate
    • 100 - 200 Employee
    • IT Support Analyst
      • Mar 2011 - Jun 2011

      • Responsible for resolving client’s technical issues including but not limited to software and hardware for all lines of Dell systems. • Administered account access, troubleshot security issues, custom applications, and hardware for corporate contracts • Developed knowledge management processes and knowledge base materials for customers as well as technicians. • Responsible for case management, documenting, and profiling each costumer and their issue. • Responsible for resolving client’s technical issues including but not limited to software and hardware for all lines of Dell systems. • Administered account access, troubleshot security issues, custom applications, and hardware for corporate contracts • Developed knowledge management processes and knowledge base materials for customers as well as technicians. • Responsible for case management, documenting, and profiling each costumer and their issue.

    • Technical Support Analyst/Team Lead
      • Oct 2009 - Nov 2010

      • Coordinating customer relations with partners service desks• Incident management• Identifying service improvement opportunities, and developing and implementing service improvement plans• Coaching, training, performance planning and career guidance for 40+ agents. • Developed and delivered core curriculum for account specific training, proprietary applications, hardware, and policies and procedures for vitalization training for existing agents and also for new hire training. • Developed vitalization knowledge checks to evaluate the effectiveness of the training provided.• Prepare trending reports and analysis, for anticipating future needs, efficiency, and service improvement. • Participate in weekly change management activities; understand the scheduled changes and how they impact customers and support staff.• Actively participate in the Knowledge management process; reviewing article content, acting as a liaison between functional teams and Help Desk agents.• Assist with the coordination and execution of the communication process for unplanned outages; scripting pages, obtaining status updates and agent communication. • Maintain liaison with IT to keep abreast of policy and procedural changes; participate in the development and review of Help Desk operating procedures and guidelines. • Developed and implemented Agent incentive program to raise Agent moral and improve performance and customer service. • Quality Assurance and Development of Quality Processes • Call Center Queue Management• Scouting talent and interviewing potential candidates. Show less

    • Technical support Specialist/Account Subject Matter Expert
      • Feb 2007 - Oct 2009

      • Account management and agent training and coaching• Responsible for resolving client’s technical issues including but not limited to software and hardware for all lines of Dell systems.• Administered account access, troubleshot security issues, custom applications, and hardware for corporate contracts• Responsible for implementing and developing policy and procedures, authoring technical guidelines, escalating and resolving technicians’ help requests and user issues.• Developed leadership and time management skills, along with customer service and Team building skills.• Developed learning material for customers as well as technicians. • Responsible for case management, documenting, and profiling each costumer and their issue. Show less

  • Southwestern Oklahoma State University
    • Higher Education
    • 1 - 100 Employee
    • Computer Science Lab Network Administrator and Lab Assistant
      • Jan 2005 - Dec 2006

      • Responsible for assisting professors and students with lab exercises, instructed one on one with students and graded assignments • Responsible for Maintenance and Troubleshooting of system and network hardware and software. • Gained excellent experience technical writing, teaching and people skills. • Responsible for assisting professors and students with lab exercises, instructed one on one with students and graded assignments • Responsible for Maintenance and Troubleshooting of system and network hardware and software. • Gained excellent experience technical writing, teaching and people skills.

  • Caskey Technologies
    • United States
    • Software Development
    • Network Technician
      • Jan 2004 - Dec 2006

      • Responsible for installing and maintaining network media and software. • Responsible for troubleshooting and installation or client systems and software • Responsible for installing and maintaining network media and software. • Responsible for troubleshooting and installation or client systems and software

Education

  • Southwestern Oklahoma State University
    Computer Science
    2004 - 2006

Community

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