Natalie Yates
Results-driven IT professional with over 20 years of experience supporting enterprise environments and leading technical teams
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About
Results-driven IT professional with over 20 years of experience supporting enterprise environments and leading technical teams. Proven ability to train staff, build knowledgebase systems, drive high first-call resolution rates, and streamline service desk operations. Skilled in ITSM platforms, documentation, and cross-functional collaboration — with a consistent record of high customer satisfaction across every role.
Experience
Owner - Sandhills Technical Services - Mullen, NE
(2024-12)
Founded and operate the only traveling IT service in the Nebraska Sandhills region.
- Resolve technical issues and provide consultation for Windows, Mac, and iOS environments.
- Deliver virus and malware remediation, data migration, hardware and peripheral support, and computer sales.
- Maintain 100% customer satisfaction across all engagements.
Network Operation Center Technician - Berkshire Hathaway - Urbandale, IA
(2021-10 - 2024-12)
- Authored and maintained over 600 knowledgebase articles for the Service Desk and NOC.
- Trained staff on Remedy ticketing and SmartIT usage, improving team consistency and onboarding speed.
- Trained technicians on hardware deployment and inventory best practices.
- Maintained a 95% first call resolution rate.
- Reduced PC imaging time by 95%, significantly improving technician productivity.
- Configured and deployed over 3,000 workstations across Iowa locations.
- Supported and maximized network uptime for all BHE affiliate locations using SolarWinds.
- Maintained access protocols via Microsoft Identity Manager and Active Directory.
- Developed streamlined data migration and replacement procedures.
- Facilitated bridge meetings for stakeholders.
- Selected to represent MidAmerican Energy at the Iowa Governor's Conference on LGBT+ Youth.
Associate Analyst, Deskside Support - Xplogistics - Clive, IA
(2016-04 - 2020-04)
- Supported Windows PCs, iOS devices, network infrastructure, printers, and application software.
- Developed documentation and diagnostic systems for 150 fleet computers.
- Led hardware upgrades from Windows 7 to rugged Windows 10 laptops, reducing downtime by 90%.
- Resolved over 70 support tickets weekly with 95%+ satisfaction ratings.
Help Desk Specialist II - Daimler Trucks North America - Portland, OR
(2015-06 - 2016-02)
- Created and managed fleet accounts, reducing request turnaround time from 7 days to 1.
- Supported DiagnosticLink and ServiceLink software for Detroit engine diagnostics.
- Averaged 50 customer resolutions per day with 90% satisfaction.
Computer Consultant - Sysco Foods - Wilsonville, OR
(2013-09 - 2015-05)
- Migrated user data, upgraded hardware and software, and optimized inventory workflows.
- Built lab spaces and reorganized hardware storage to improve diagnostic efficiency.
- Supported over 120 users, reducing downtime by 75%.
Client Technical Analyst II - ADP Dealer Services - Portland, OR
(2002-04 - 2011-05)
- Designed and delivered PC training programs; mentored new analysts.
- Authored internal and client-facing technical documentation.
- Reduced troubleshooting time for key software from hours to minutes.
- Received over 350 letters of commendation from clients and coworkers.
Education
BS - Computer Science - Western Governors University
High School Diploma - Sandy Union High School
