Richard Lanning

Technically trained problem-solver moving into IT support full time. I hold an AAS in Computer Electronics Technology and I'm finishing a B.S. in Computer Science, and outside of class I build and maintain my own software — React front ends, API integrations, small utilities — which means I spend a lot of my week doing exactly what support work is: something breaks, you figure out why, you fix it, you write down what happened. The last ten years of my career were spent in inpatient behavioral health, which sounds unrelated until you notice the job description: stay calm when the person in front of you isn't, explain complicated things in plain language, document everything accurately, and keep working when the shift gets messy.

I'm looking for a remote support role where being patient and being technical both count.

Behavioral Health Technician - UHS Hospitals (Via Linda Behavioral Health and others)

(2016-01)

Ten years of shift work on inpatient psychiatric units, most of it spent talking with people who are frustrated, confused, or upset — which turns out to be good training for a support queue.

• Document behavior, conversations, interventions, and incidents in the electronic medical record throughout every shift, so the next person picking it up has an accurate record of what happened and what was already tried.
• Explain procedures, schedules, and medical information to patients and families who have no clinical background, in language they can actually use.
• De-escalate crises and emotional escalation by staying calm and working the problem, rather than jumping to the most drastic option first.
• Recognize when something is outside my scope and escalate it to nursing or providers quickly, with the context they need — the clinical version of a good ticket handoff.
• Work 12-hour shifts including weekends and holidays with minimal supervision, managing my own priorities on a floor where several things always need doing at once.
• Train new staff on safety protocols, documentation standards, and de-escalation technique.

Attendant Counselor I - Fircrest School – WA DSHS

(2014-08 - 2016-01)

• Supported residents with developmental and intellectual disabilities, adjusting my approach person by person based on what actually worked for each of them.
• Maintained detailed care and incident records that had to hold up to audit and clinical review.
• Coordinated with supervisors and clinical staff to keep care consistent across shift changes.

Direct Care Service Provider - Chrysalis Enterprises

(2012-11 - 2014-08)

• Provided one-on-one support and life skills coaching, building trust with clients over long stretches of time.
• Kept records used for care planning, compliance, and tracking progress.

B.S. - Computer Science - Western Governors University

A.A.S. - Computer Electronics Technology - ITT Technical Institute