Shawn Lawrence

**** ****** ***** ****

Morrisville, NC 27605

Email: ac55nm@r.postjobfree.com

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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