K.L. is a Microsoft and A+ certified IT professional with over 8 years of support analyst experience. During 4 years at American Systems, she was responsible for hardware and software installation, maintenance and troubleshooting. She was promoted to Lead Service Desk Technician, responsible for writing procedures, training new technicians, assisting other staff with higher complexity customer issues and coordinating upgrade projects. From 2005-2009, she worked at Fauquier County Public Schools where she was promoted from Computer Technician to Network Analyst, responsible for Active Directory account creation and the installation for VOIP phones systems in several locations. K.L. has extensive IT customer support experience, supporting a wide variety of hardware and software. She has a BS in Engineering from Virginia Tech, is Windows 7 Certified, and has had Cisco network and VOIP training.