Active Directory Microsoft Office
Resume:
Shawn Lawrence
Morrisville, NC 27605
Email: **********@*****.***
Home: 336-***-**** 919-***-****
SKILLS
Pursuing Cloud + and CCNA certification, experience with Citrix, Meta-Frame, Tivoli, Track It, Service Now, Active Directory front end, Microsoft Office Suites and Office 365, Microsoft Win 7, 8 and 10, Workforce Management
EMPLOYMENT HISTORY
Application Support Specialist
Volvo Uptime Truck Center - Greensboro, NC June 2017 to February 2018
Single Point of Contact to support all Tech Tool customers and internal employees in using the application
Ensure that all problems and requests are logged and created in Service Now and tracked in CM
Resolves incidents, escalates where necessary and follows up on open cases
Troubleshoot technical issues using remote tool Team Viewer and personal skills, knowledge base, vendor literature and communication with team members.
Participates in new application rollouts to test and learn applications.
Provide feedback to development teams on how applications and infrastructure can be improved.
Work with the other Agents to exceed the Local and Global KPI requirements that are assigned by management.
Input new resolutions in Knowledge Base for FCR percentage increase
Provide software updates and patches for Tech Tool software customers via remote
Provide software install for new customers as well re-installations for customers
Provide hardware consultation to customers for best diagnostic software performance
Provide software consultation on various packages based on customer needs
Senior Desktop Technician/WFM
Anthem BCBS Cary, NC January 2014 to December 2016-12-20
Oversee 40 Analyst and all help desk operations for second shift using Service Now platform
Windows client related issues.
Shift metrics observance to improve work statistics
Schedule all work, breaks and lunch time for agents assigned
Conduct annual reviews for agents
Assign and design implement improvement plans for particular agents
Approve all vacation, holiday time and overtime for all agents
Organize and design with upper management help desk improvement strategies
Specialization in Local Area Networks (LANs)/Wide Area Networks (WANs), TCP/IP, virtual machines, and/or server/network infrastructure
Responsibility for performance tuning, capacity planning, and fault management
Conduct weekly reviews of agent’s stats with quality team
Assist L1 operations w/ MS office (Word, Excel, PowerPoint), repair, installation & trouble shooting.
Assist L1 operations w/ Networking Concepts, TCP/IP, LAN issues
Assist L1 operations w/ VPN, IPass & Wireless application and Web Application issues
Use of Remote tools / SCCM, Remote Desktop, Dame ware
Ticket Monitoring in Service Now/ Citrix Portal
Input new resolutions in Knowledge Base FCR percentage increase
ITIL trained in protocol and procedure for management role
Help Desk Agent
Kodak Rochester, NY May23, 2011 – December 12, 2012
Active Directory/ password resets/ Citrix Environment portal
Citrix Authentication Issues
Lotus Notes level 1 support
VM Ware client support/resetting virtual machines
Remote Desktop Support/ Landesk, Remote Desktop Support, Webex, Netapp
Phone Support through Avaya Phone System
RSA Secure ID support
Creating trouble tickets/ Service Now Ticketing System
Troubleshoot remotely all Win XP and Kodak website issues from USA to UK and India
Assist with all web application issues
Assist with client citrix login problems
PC Technician
Verizon Cary, NC January 1, 2011 – February 25, 2011
Jr. Administration over project and over sees and assists with all technician activities
PC Refresh and data migration project/upgrade WinXP to Win 7 on all laptops and desktops using Zero Touch Technology
Repair/Break fix all PC's and laptops
Active Directory/ password resets and resolving Outlook issues
PC Technician
TPS Technologies Greensboro, NC January 7, 2009 – November 2010
POS refresh and data migration - Toys-R-Us Project, Durham NC
PC/POS refresh and data migration project - Ferguson Heating and Air Conditioning,Greensboro NC
Cisco VOIP installation & Support-Ford Dealership Project, Martinsville, VA
Windows XP Migration/VPN/Router install and configuration& Windows Server 2008 install and support
Repair/Break fix all PC's
Structure cable installations (CAT5)-Durham Diagnostic Center Project
Cisco Network Hardware installation configurations
Printer maintenance support and repair
PC and Network security support and configuration
PC Technician
St. Augustine College Raleigh, NC September 10, 2008 - October 10, 2008 (Contract Position)
Performing routine hardware maintenance or diagnostic activities under broad supervision
Documenting and trouble ticket creation utilizing Track-It ticketing system
Maintained and supported a number of product lines/equipments/modules.
Able to repair and test basic/routine equipment/modules on own.
Active Directory/ password resets/ Citrix Environment portal
Maintain/repair basic modules/spares changes on routine equipment, Windows servers/products
Troubleshooting of all routers and switches on campus and Win XP issues
Troubleshoot and repair all connectivity issues with students and faculty
Assist faculty with all issues with Microsoft Office 93/97 Pro and Outlook
Responsibility for installation, configuration and administration of cisco network routers and switches
Help Desk Analyst 1
IBM Durham, NC September 2006 - May 2008
Provide customers with technical support for POS hardware/software issues in 24x7 call center environment on all U.S Military bases from Japan to Europe and USA
Present resolutions with installations, configurations, & redeploy equipment and or materials
Create tickets for all issues for documentation purposes utilizing Tivoli ticketing system /Citrix Xenapp Portal
Granted DOD security clearance
Assist customers with fault isolation/troubleshooting on equipment remotely/phone
Follow company guidelines, procedures, regulation, and standards to meet SLA
Assist Help Desk-Tier 2, Tier 3 technicians in with reports and update documentation to reconcile issues
Assist all end users with password reset issues in Active Directory
Assist customers with all issues with Microsoft Office 93 Pro and Outlook issues
Assist with all client web applications issues
Assist with VMware issues
EDUCATION
Guilford Tech Community College Greensboro, NC
Networking Technologies Degree- in progress
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