Software Management

SHANAKA ELBOURNE

*** **** **** **. *** *A Brooklyn, NY 11203 Cell: 704-***-****

**********@*****.***

STRENGTHS

Active Directory Microsoft Exchange Service Now Ticket System

Blackberry Microsoft Outlook Tivoli Distribution & Inventory

Bomgar Microsoft PowerPoint Tivoli Endpoint Management

Business Objects Microsoft Word Unix

Citrix Environment Office 2k/03/07 Virtual Desktop

IE 7/8 Remedy Service Management VPN

ITSM Ticket System Remote Desktop Windows 2k/XP/7

Mainframe RSA Secure ID Token Wireless Network

CERTIFICATIONS

MCP /Microsoft Certified Professional CompTIA A+

MCSE/Microsoft Certified Systems Engineer CompTIA I Net +

MCDST/ Microsoft Certified Desktop Support Technician CompTIA

Network + MCSA/Microsoft Certified Systems Administrator

PROFESSIONAL EXPERIENCE

TIAA Cref Contractor – Charlotte, NC 11/12 – 2/13

Sr. Service Desk Engineer

• Received little instruction on day to day operations and general instruction on new assignments from

Service desk management and queue monitors, worked independently on moderately complex

problems

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• Under limited supervision and direction, provide second third level end user PC support and provide

application support to end users

• Provided a high level of customer service, event management support as necessary, meeting agreed

upon service level Agreements (SLAs) while working in a dynamic complex environment

• Supported the configuration, installation and general troubleshooting of PC hardware and software

including laptops, desktops and BlackBerrys including problem incidents’ and issues using Service

Now Incident management tool

• Installed, configured, and troubleshoot ed Windows based operating systems, Microsoft Office &

Outlook products to clients pcs

• Utilized Tivoli End User Management and Distribution software to push software to end user machine

• Cleaned, restored, reimaged and restored OS and software programs to users pc’s on a daily basis

using users group base profile in addition to replacing and occasionally configuring previous software

and programs previously utilized by end user in a timely fashion

• Using basic Windows XP image, reimaged, inventoried and managed the return and distribution of

reimaged laptop HDD for stand by usage for Desktop Support Techs on location

• Diagnose software and hardware errors and compatibility issues including backup and recovery of

end user data and files

• Provided desktop and remote PC support for end users in major campus locations and remote offices

using remote desktop, chat share and IBM Tivoli Remote Management to include training client on the

proper use of software/hardware etc.

• Provides status reports, incident and problem summaries, and project statuses as required to

management

• Liaise with 2nd 3rd tier teams to ensure timely resolution of complex end user IT issues and incidents,

to ensure agreed to service levels to business clients including Interfacing with the service desk for

status update

• Carry out the coordination and implementation of various rollouts (version upgrades and patch

management) of applications and hardware

• Responsible for performing tier 2 3 support and appropriate escalation using break/fix problem

resolution within a complex fast paced business environment

• Interacts with business end users, upper level clients, end user back office provisioning, engineering

and IT Information Security teams

SGL Carbon Contractor – Charlotte, NC 2/12 – 5/12

Help Desk Administrator

• Microsoft Exchange: New user account creation

• Active Directory: New user account creation and administration, added users to shares, groups and

sites, created user’s home drives, mapped users home and personal drive, granted permissions to

folders and files, reset/created passwords

• ITSM Ticketing system management: Managed help desk queue/ tickets for all sites in North America

and French North America

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Provided technical support to employees through emails, phone calls and walkups

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Upgraded/fixed operating systems problems and application software and proprietary software

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Diagnosed and resolved problems with laptops and desktops

•

Created software vpn accounts/administered and trouble shooted external vpn issues

•

Tracked and maintained computer assets: mice, keyboards, monitors, etc.

•

Utilized remote desktop as a means to remote into site servers for managing user accounts

•

Utilized proprietary remote connectivity tool to remote into user’s machines

•

Configured users phone numbers and set up voicemail using cisco utility

•

Installed and maintained all programs onto user’s machines per security policy

•

Assisted user with password set up for encrypted USB devices using Device pro agent

•

Trouble shooted all IE security and configuration issues

•

Duke Energy Contractor – Charlotte, NC 10/2008 – 12/11

Help Desk Analyst

• Provided support for over 6000+ plus business and proprietary applications and over 30,000 duke

energy employees in a high volume, 24/7call center environment

• Entered approximately 45 tickets weekly into BMC Remedy IT Service Management version 7.5

• Maintained a 65 70 percent resolution rate for ticket issues resolved

• Trouble shooted hardware/software related issues for over 30,000 Windows XP and Windows 7 end

user problems

• Troubleshoot ed basic to complex end user problems in help desk environment including escalating

tickets to next level support groups that supported other applications including business objects,

Emax, Impresario, MWMS/MDT, CBIS, PIP, Supply Chain, automated customer payment

applications/IVR, Hummingbird Network Interface, Windows 7, etc.

• Unlocked and reset passwords for various applications including: Domain, Blackberry, Business

objects, Dream, LDRPS, safeguard, NAS, Mainframe – PRDA/PRDB/Test/Production

environments, Passport Portal J, Unix, EDM libraries, Windows 7 EDMS password console

• Administered users' RSA accounts using the RSA token administration console which included

unlocking/resetting accounts on RSA accounts on RSA tokens, Blackberries, On demand RSA tokens

and PC Software tokens

• Worked in tandem with IT Security Administration team to manage users RSA, VPN, Windows, Unix,

Mainframe accounts

• Liaised with other Duke Energy IT groups to gather more information to solve end user's problem.

• Setup, configured, renewed, renamed user's Microsoft Exchange/Outlook accounts and profiles for

end users already setup with email accounts on exchange server

• Searched resolution database on every call for potential fixes to clients problems as well as created

solutions in proprietary in house article knowledge base by writing technical document solutions for a

variety of problems

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• Provided 1st level support to clients for proprietary and business applications including Microsoft

office, Wireless/Wired Network, Internet and Wireless related issues desktops, laptops, printers,

Blackberry, VPN, RSA tokens, Citrix, Virtual Machines, Microsoft Office, PC peripherals, Internet,

wireless/wired network configuration and troubleshooting issues, etc.

• Enter, managed, maintained, escalated tickets using BMC remedy while maintaining SLA time frames

• Triaged tickets coming into the duty queue based on priority for fast efficient customer problem

resolution

• Provided support to end user's via Bomgar remote assistance (internal and external) workstations

• Entered help desk tickets and provided support via chat, phone calls, voice mail, direct ticket input

(remedy self service console)

Provided at home support wired and wireless network setup and trouble shooted connection issues

•

Attended monthly team focus meetings as well as scheduled managerial meetings

•

Installed/uninstalled various software applications, patches/fixes on users workstations

•

Performed other administrative tasks such as email troubleshooting, server connectivity issues,

•

Outlook folder management and user account configuration

• Administered network file transfers, (server to workstation and peer to peer), workstation file backup

and restore

• Provided support for virtual desktop machines including stopping/restarting virtual desktops upon

clients request

Various Remote Locations – Charlotte, NC 2007 2008

Freelance IT Consultant

• Performed various IT tasks as needed for clients around Charlotte

• Desktop support, workstation setup and configuration

Global InfoTech – New York, NY 6/2005 6/2007

Help Desk/Desk side Support

• Responded to phone calls and walk up visits, logged tickets into Remedy IT Management system in a

timely and organized manner

• Supported users in a mixed operating system environment including Mac OS X and Windows 95 XP

• Interfaced with users adopting a neutral approachable service attitude to solve their problems

• Provided first level single point of contact support for computer application to include: Microsoft Office,

Lotus Notes, Proprietary company software

• Educated users about the importance of logging off and locking their workstations, password

constraints, the need for complex passwords and proper password maintenance, the functionality and

features of Microsoft Office Applications

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• Troubleshoot ed problems such as improper account log off, frozen and blue screen workstations,

computer start up problems, failed password attempts

• Installed Adobe Reader/Writer, ran updates for Adobe, installed Microsoft Office software applications

from server to user’s machines, installed anti Virus software and Windows XP operating system

language packs on to workstations

Provided support for software, printing and network access issues

•

Participated in staff meetings for improvement to Remedy Ticket Management System features

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Performed maintenance of PCs, running disk defragment, disk cleanup, PC backup/restore points

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Catered to users confusions and questions with regard to Internet Explorer and Safari browsers

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Administered accounts in Active Directory, resetting passwords and checking group membership

•

Configured laptop computers with VPN client software for users extranet and email accounts

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Resolved Windows Operating System software/hardware and network connectivity related issues

•

Knowledge of basic SQL server concepts

•

RIYC Computers, Inc. – Bronx, NY 5/2004 5/2005

IT Support Technician

• Built, maintained, and repaired computers from ground up to working desktop workstations

• Installed Windows 95 XP Operating Systems, Microsoft Office, Ad aware, Norton Anti Virus/Firewall

software and other custom applications on to customers PCs

• Ghosted Hard Drives using Norton Ghost Software

• Installed, replaced, repaired and upgraded PC devices and components including Hard Disks, Floppy

Disks, CD ROMs, DVD ROMs drives, motherboards IDE cables, etc.

• Removed viruses, bugs and spy ware from 95 and XP machines using Anti spy ware, Ad aware and

Anti Virus software

Con Edison – Bronx, NY 10/2002 5/2004

Customer Field Representative

• Educated customers about their gas, electric and water meters

• Developed ability to read maps and created accurate customer routes to complete work more

efficiently, indicated irregularities on paper route forms and reported to management

Reported to and interacted with management on a daily basis

•

Recorded digital information into portable electronic terminal

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Worked as a member of a team and assisted team members when possible

•

Walked to established residential customer routes, took electric gas and water meter readings

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Inspected meters and connections for defects, damage and unauthorized connections

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EDUCATION

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Ashworth College – Norcross, Georgia Presently Attending

Associates in Marketing

Lehman College – Bronx, NY 2001, 2005

Minor Courses

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