Software Management
Resume:
Shawn Harris
Channelview, Texas *7530
MISSION STATEMENT:
I am a dynamic and creative desktop specialist with extensive technical
knowledge and experience. I also possess strong interpersonal, oral and
written communication skills, very effective team leader and trainer. I
have displayed leadership in project management, enterprise integration,
disaster recovery, security, procurement and system support for industry
leading corporations. I have organized, planned and prioritized technology
initiave to achieve objectives and critical timelines. Lastly I have
designed network architecture and led deployment projects for different
companies including but not limited to SHI, UBS, and Reliant Energy. I am
looking to utilize these skills in a long term role/contract and learn even
more.
TECHNICAL PROFICIENCIES
Windows 95, 98
Windows 2000, NT, 2003
Windows Active Directory management
Server & Workstation build & maintenance
Windows ME, XP, XP Pro, Vista
UNIX, Novell, Sharepoint 2000, 2003
Office 2000, 2003, and 2007
Internet Explorer 7 & 8
Exchange Server 2003 & 2007
Outlook 2000 - 2007, Outlook Express
Adobe
Citrix Metaframe XP, N Fuse
Vantive, BMC Remedy, Peoplesoft
CA Universal Service
Desk
Asset Navigator, BMC Heat, Majic
ITSM
Blackberry/ RIM Support/PDA
Oracle Support
Lotus Notes 3.x- 6.x
Norton/Symantec Antivirus
Symantec Ghost
Altiris
SMS and Desktop Authority
GPO
Cisco VPN Software Packages
Cisco VOIP Support
Windows Server 2003 and 2008
Terminal Server, Active Directory
SQL, SQL Server 2000
Network management: firewalls, switches, DNS, DHCP, wireless
Printer networking and maintenance, Hardware maintenance
skills
VISTA & Windows 7 (all versions)
Intermediate
CERTIFICATIONS:
MCDST - Ongoing
MCP - Ongoing
CCNA - Ongoing
DCSE - Completed
EDUCATION:
5/1995 San Jacinto College
US-Texas-Houston
Some College Coursework Completed
- Electronic Technology
5/2001 North Harris Community College US-
Texas-Tomball
Some College Coursework Completed
- CCNA Certification coursework completed
12/2009 University of Phoenix US-Texas-
Tomball
Bachelor of Science in Information Technology - Completed
EXPERIENCE:
7/2009 - Present
Contractor
Houston, Texas
Contract Consulting
Consulted for numerous different companies on projects including but not
limited to deployments, installations, including preconfigured switches,
and routers, TCP/IP protocol, Windows Servers / Clients, and Active
Directory. I have also engaged in minor work with UNIX, Exchange, SQL
Server, and Internet Information Server compliancy projects. I also provide
cutting edge software, hardware, consulting and business services that
effectively help businesses to capture, archive, retrieve and distribute
information with minimal downtime through cutting edge technology for
effective and efficient communication strategies.
(4/2010 - 1 - Week) Reliant Energy
Houston, Texas
Assist staff with the installation, Imaging using Altiris and configuration
of desktop, laptop computers, peripheral equipment and software. Images
and configures hard drives for PCs at remote locations. Works with
procurement staff to assign and ship hardware and software to remote
locations. Assists with receiving returned PC equipment and peripherals and
obsolete items for surplus. Other duties as required including but not
limited to deployment.
(5/2010 - 1 week) UBS - Short Project
Houston, Texas
Trade Floor Support/Deployment
Based on the Equity Trading Floor this role involves extensive face-to-
face, telephone and email interaction with the business (Traders and
Salespeople) and business support staff, i.e. Business Management, Back
Office and Compliance etc. Interaction with various application development
teams (in-house and vendor) to ensure proper delivery of new applications,
upgrades\releases and to maintain a high-level of ongoing support for all
production applications. Interaction with various core infrastructure
technology groups to ensure management and maintenance of Equity Linked
application dependent core infrastructure. Ability to apply problem solving
skills prior to escalation to another team where that option exists.
Establishing new support procedures and SLA's around supported
applications. Partner with application development teams to develop longer
term\automated solutions to address application failures\deficiencies.
Understanding and adherence to current Audit requirements. Maintain web
based team knowledge base of known issues, steps required to address
particular issues\tasks, documentation of new processes and general updates
to keep content current. Logging of tickets for each and every reported
issue to build up a knowledge base, identification of issue trends and for
generation of metrics for management reporting. Understanding and adherence
to established processes such as Release to Production, Incident
Management,
6/2008 - 6/2009 SHI Inc.
Permanent Austin, Texas
Desktop Support Analyst
Responsible for providing the desktop system administration and support to
the network.
Interact with the clients to resolve the queries, issues and problems.
Responsible for providing help, support and assistance in initial
installation of the system, setup and maintenance of the user account, data
recovery, etc. Enter and manage incidents and problems in tracking system.
Troubleshoot complex phone problems including but not limited to (patch
cord replacement or dial permissions). Assist office managers with
reporting for Austin based call centers, assist corporate IT as required to
monitor and maintain network, server and VOIP connectivity.
Help corporate IT maintain the Avaya VOIP system (Austin, Dallas, and
Houston). Install, monitor and maintain APC Smart-UPS devices as required
including but not limited to ILO functionality and UPS and server
administration.
Office standardization supported includes.
1. 2 HP Proliant DL servers.
2. HP5800 desktops / 6910 and 6930 laptop computers running
Windows XP Professional, MS Office, 2003 & 2007, Lotus Notes 6.0,
Salescenter I and II.
3. Cisco network equipment in racks.
4. Cisco Catalyst switches, Cisco router, and Cisco ASA firewall.
5. Avaya S8600 system
6. HP Network printers and fax machines
7. Create and maintain system/process documentation Include
troubleshooting, maintenance, repair, system design/architecture and
configuration.
Ensure that the production environment is maintained in a proactive manner.
Undertake investigations and propose resolutions of production system
problems. Maintain installations, upgrades and maintenance of proprietary
applications, tools and Windows applications. Review relevant change and
custom releases for risk and impact analysis as part of the whole team to
ensure a robust and efficient production system. Monitor, maintain and tune
software and applications performance. Provided phone and email support for
Windows 2000, and XP systems, for LAN and remote connectivity, in a "locked
down" environment. Provided superior support to end-users by information
gathering, troubleshooting and escalating. Responsibilities include
analysis, installation, maintenance and modification of storage area
networks and computing systems, also imaged and created corporate image
along with deployment of image using Symantec Ghost server for all. Ensure
the compatibility of the hardware and software of the systems. Responsible
for the evaluation and recommendation of the new hardware and software.
Assist team in resolution of hardware, software and system issues. Analyze
performance of the system and ensure the performance objective and
availability of the requirements supported. Supported Blackberry devices.
1/2008 - 2/2008 G.A.S. Unlimited
Inc. (Contract) Houston, Texas
Desktop/Helpdesk Support Analyst
Responsibilities include analysis, installation, maintenance and
modification of computing system. Ensure the compatibility of the hardware
and software of the system by IT standards. Responsible for the evaluation
and recommendation of the new hardware and software. Assist team in
resolution of hardware, software and system issues. Analyze performance of
the system and ensure the performance objective and availability of the
requirements. Experience troubleshooting software, O/S, networking, Windows
2000/XP, Vista Business, Office 2000/2003 and 2007. Installation of Windows
2000, XP, Vista Business, Office2000-2007, knowledge of LAN concepts and
protocols, Windows 2003 and 2008 server maintenance, user maintenance,
Active Directory Users & Computers, Network services; experience with DNS,
DHCP, File & Print services, FTP, Exchange 2003 and 2007. Utilized Altiris
for the deployment imaged machines with Symantec Ghost.
10/2007 - 12/2007 Loomis Fargo
Co. (Contract) Houston, Texas
E-Business Solutions Analyst
Create and maintain system/process documentation Include troubleshooting,
maintenance, repair, system design/architecture and configuration. Ensure
that the production system is maintained in a proactive manner. Undertake
investigations and propose resolutions of problems. Maintain installations,
upgrades and maintenance of proprietary applications, tools and Windows
applications. Review relevant change and custom releases for risk and
impact analysis as part of the whole team to ensure a robust and efficient
production system. Monitor, maintain and tune software and applications
performance. Provided phone and email support for Windows 2000, and XP
systems, for LAN and remote connectivity, in a "locked down" environment.
Provided superior support to end-users by information gathering,
troubleshooting and escalating.
7/2007 - 10/2007 Dell Computer Corp
(Contract) Austin, Texas
Server / Application Test Technician
Responsible for (iDRAC (Integrated Dell Remote Access Controller) and
CMC(Chassis Management Controller) software testing on all platforms
(Windows Server 2003, and Server 2003 Enterprise, RHEL 4 and 5, SUSE 9 and
10, SLES 9 and 10 and Longhorn Server 2008 and Enterprise 2008, tested all
in both 32 and 64 bit configurations with (AMD) and Intel Dual Core on
prototype Magnum and Tomahawk Blade servers and Noble prototype chassis.
Testing of peripheral software and special assignments that are moderately
complex in nature.
Perform hardware system buildup, BIOS upgrades, RAID configurations, OS
installation, OS Imaging, of Microsoft Windows Longhorn Server 2008,
Windows Server 2003 Enterprise, and RHEL 4 &5, SUSE 9, SUSE 10, SLES and
Vista installation, configuration and troubleshooting. Also assisted in the
configuration of the test network for the functional testing of the product
in a live setting. Create, modify, and execute manual software test plans
and test cases. Work closely with developers and engineers for thorough
issue resolution.
Responsible for performing thermal and other manual tests, measurements,
and other evaluations on servers according to test plans, recording any
issues in the issues tracking tool Utilize the defect management system.
Identify test shortcomings and areas that need better coverage and suggest
test plan modifications accordingly. Exercise judgment to resolve problems
and provide recommendations for MAGNUM and TOMAHAWK launch. Test prototype-
development systems and peripherals with all OS install's and pre-released
drivers i.e. (ATI, NVIDIA, Broadcom, Emulex, Sigmatel) for compatibility
and functionality by performing test cases developed by Project Engineers
and Software Developers. System validations/support/test, Set up,
configure, and test prototype systems and software, Perform specified
intensive test plans and procedures. Perform functional tests and stress
test to analyze newly developed systems and OS compatibility to ensure
operation and reliability edit minor scripting errors, debug step files,
Assemble and disassemble prototype systems as necessary. Track prototypes
throughout the development test cycle, Research and learn new technologies
and procedures to remain current with industry standards and new products,
Assist other technicians in completing assigned tasks.
10/2006- 5/2007 Sigmatel Corp
(Contract) Austin, Texas
Software Test Engineer
Responsible for VISTA device functionality testing. Testing of peripheral
software and special assignments that are moderately complex in nature.
Execute system level software test plans and test cases as well as
documenting and troubleshooting issues that arise during testing.
Develop and perform detailed functional and system level test plans. Design
and execute performance testing and analysis plans.
Perform hands on assembly of test PCs and hardware devices for test,
evaluation and troubleshooting. Work with PCs, Macs and embedded operating
systems. Develop test software documentation including scripts and test
procedures. Troubleshoot software and firmware issues.
Create, modify, and execute manual software test plans and test cases. Work
closely with development team through issue resolution.
Utilize the defect management system. Identify test shortcomings and areas
that need better coverage and suggest test plan modifications accordingly.
Exercise judgment to resolve problems and provide recommendations for VISTA
launch. Work from developed test plans and/or written or verbal
instructions on the registry testing of VISTA. Test prototype-development
User Interfaces and peripherals with the VISTA install and pre-released
drivers i.e. (Roxio, Napster, Yahoo Launch, Rhapsody, Microsoft, I pod,
Creative, Samsung, Sony) for compatibility and functionality. Perform
functional tests and stress test to analyze newly developed systems and OS
compatibility to ensure operation and reliability edit minor scripting
errors, debug step files, Assemble and disassemble prototype systems as
necessary
Track prototypes throughout the development test cycle, Research and learn
new technologies and procedures to remain current with industry standards
and new products, Assist other technicians in completing assigned tasks.
7/2006- 10/2006 Dell Computer
Corp (Contract) Austin, Texas
Systems/Application Install Test Technician
Responsible for VISTA device driver testing on all platforms 32 and 64 bit
(AMD Sempron) and Intel Dual Core also Vista Home basic all the way to
Business Ultimate testing on desktops and portables, also storage server
and server 2003 testing on all prototype and existing servers. Testing of
peripheral software and special assignments that are moderately complex in
nature. Execute system level software test plans and test cases as well as
documenting and troubleshooting issues that arise during testing. Perform
hardware system buildup, BIOS upgrades, OS installation, OS Imaging,
Microsoft Windows XP, W2K, Server 2003, Linux, SUSE 9, SUSE 10, Storage
Server, and Vista installation, configuration and troubleshooting. Create,
modify, and execute manual software test plans and test cases. Work closely
with development through issue resolution. Utilize the defect management
system. Identify test shortcomings and areas that need better coverage and
suggest test plan modifications accordingly. Exercise judgment to resolve
problems and provide recommendations for VISTA launch.
Work from developed test plans and/or written or verbal instructions on the
registry testing of VISTA. Test prototype-development systems and
peripherals with the VISTA install and pre-released drivers i.e. (Roxio,
Yahoo, ATI, NVIDIA, Broadcom, Sigmatel) for compatibility and functionality
by performing test cases developed by OS Engineers and Software Engineers.
System validations/support/test, Set up, configure, and test prototype
systems and software, Perform specified intensive test plans and
procedures. Perform functional tests and stress test to analyze newly
developed systems and OS compatibility to ensure operation and reliability
edit minor scripting errors, debug step files, Assemble and disassemble
prototype systems as necessary. Track prototypes throughout the development
test cycle, Research and learn new technologies and procedures to remain
current with industry standards and new products, Assist other technicians
in completing assigned tasks.
1/2006-7/2006 Nabors
Drilling USA (Contract) Houston, Texas
Sr. Technical Support Analyst
Troubleshoots and respond to calls for software and hardware issues, for
the Rig Watch 8 application for all Nabors Rigs this includes 95% remote
support of PC's, computer network, communications systems and peripherals
in a networked environment. Include troubleshooting, maintenance, repair,
system design/architecture and configuration. Escalates problems not
resolved within established service levels. Follow-up with customers to
ensure satisfactory incident closure, and updates and closes call records
for work performed. Ensures work is performed in accordance to company
policies, standards, and procedures. Assists with uninstalling and re-
installing software, PC's and peripherals as required. SQL application
support, minor scripting, database repair and application updates.
8/2005- 1/2006
DXP Oil Enterprises (Contract) Houston, Texas
Asst. System Admin/Sr. Desktop Support Analyst /IT Asset Manager
Provide day-to-day systems administration assistance of several custom and
commercial off-the-shelf applications running in a Windows 2000-2003 / SQL
Server 2000 / Exchange 2003 / Citrix XP and Metaframe environment.
Technically proficient in Microsoft, Citrix, and Active Directory and have
good communication and writing skills. Assisted with the Management of
Windows 2000-2003 servers in Active Directory domains. One domain with
multiple EU and application sets; Assisted with the Management of SQL
Server 2000 cluster running on Citrix Farm infrastructure; Install,
configure, maintain, and upgrade the platform and Citrix farm as necessary.
Installed and patches along with imaging and deployment using Symantec
Ghost. This includes, but is not limited to: Service packs, hot fixes,
patches, new releases of fleet applications, replacing failed hardware, and
version testing (QA);Installation of new hardware and software as
necessary; including workstations, switches, anti-virus software, backup
solutions, and CAT6 wiring; Maintain backup and recovery systems and
monitor performance of servers using Net Monitor and Asset Navigator;
Provide help desk support; Resolve problems with server hardware and
software; Maintain documentation and standard.
6/2005- 8/2005
Chevron Corporation. (Contract) Houston, Texas
Desktop Support Analyst III
Participates in and coordinates complex projects and provides feedback on
detail technical processes. Assembles tests and installs software, personal
computers, printers and other peripheral equipment using established
configuration standards and procedures. Initial setup and Imaging of
desktops and, laptops. Plans and coordinates the installation of personal
computer hardware and software. Kept in depth records of the location of
all hardware (laptops, desktops, PDA's and Blackberries) for the department
asset management utility updated this information daily. Ensures legal
compliance and performs asset upkeep, upgrades, repair, and replacement.
Supports the Vendor Management group in assessing/selecting new vendors.
Delivers, installs and test all equipment and provides initial orientation
to users. Analyzes PC, Printer, Multiplexer, and Modem Problems and takes
corrective action. FOLLOWS established policies, procedures or specific
instructions.
Assist with training of lower level staff. Under guidance of LAN staff,
learns and performs entry to intermediate level LAN tasks commensurate with
desktop technician's abilities. On regular, sustained basis, COOPERATES
with other staff members both within and outside department in
accomplishment of own job duties as well as assisting others in
accomplishing theirs; SERVES as team player and role model for other staff
members in Organization always exhibiting traits of courtesy, helpfulness
and respect; CONDUCTS self in service-oriented manner that is attentive,
cooperative, and respectful when dealing with visitors, the public and all
employees. PERFORMS other duties and ACCEPTS responsibility as assigned.
10/2004- 6/2005
Schlumberger/Atos Origin (Contract) Houston, Texas
Helpdesk III /Desktop III Support Analyst
Answered technical questions regarding software products and their
requirements within related industries. Investigated issues reported by
customers and dealers in a timely and efficient manner. Trained other staff
to use the program efficiently. Facilitated and participated in conference
calls with customers and other departments. Performed data conversions and
repairs of customer data in order to meet specified program requirements.
Identified and resolved network and DCOM configuration issues. Worked with
Research and Development department on Quality Assurance. Created
documentation on policy and procedures. Attended and played an integral
role in department meetings.
4/2004 - 8/2004
Kinetics
(contract) Houston, Texas
Desktop Support Field Analyst
Responsible for implementation and support of desktop devices,
applications, peripherals, network devices.
Perform, as specified in the Service Request, the physical relocation of
any IT infrastructure devices (PC workstations, peripheral devices, phones,
network routers, area devices, etc.). Perform upgrade services (adding to
or changing a workgroup computer, workgroup peripheral, or software) as
specified in the Service Request. Troubleshoot and resolve all hardware and
software problems supported by Field Operations.
Communicate with the Field Planning and Project Management organization.
Duties may include research, providing input into work orders explanation.
Perform preventative maintenance on operational devices. Install,
customize, maintain, test, and troubleshoot operating systems and other
systems software. Perform root cause analysis to quickly recover from
service interruptions, and to prevent recurring problems.
Implement changes to platforms with minimal impact to the business by
following standards and procedures.
Various jobs were contract
2/2003-3/2004
Wal-
Mart Houston,
Texas
Helpdesk II/Desktop II Support Analyst
7/2001 - 4/2002
IBM
Houston, Texas
Network Installation Technician
3/2000 - 6/2001
Time Warner Communications Houston,
Texas
Network Field Analyst/Technician
3/1999 - 5/2000
Convergys
Houston, Texas
Help Desk Analyst II
Contact this candidate