Customer Service A Team
Resume:
Name: Shawndell Harris
Email: ***********@*****.***
Networks: http://www.linkedin.com/in/shawndell
Phone: Home 708-***-**** Alternate 312-***-****
Objective
Over the course of my career, I’ve been a major contributor to the wellbeing of my clients and their day to day operations. My objective is to bring my experience as a deskside engineer; utilizing my customer service skills, and experience to provide the highest level of service on a consistent basis. By specializing in inventory management along with setup, installations, migrations and configurations. I've had the pleasure of working for many different organizations and look forward to being part of a team where I can add needed ideas, enthusiasm, dependability, and hard work in the effort to grow and help my fellow colleagues grow as a team.
TECHNICAL EXPERIENCE
Laptops and Desktops: Dell, Hewlett Packard Towers, Toshiba Laptops, Gateway, Acer, HP Laptops, IBM Think Pads
Accessories: Webcams, External Drives, Wireless Routers D-Link and Linksys
Printers: HP, Lexmark, Epson, Canon, Dell, Kyocera \
Operating Systems Supported; Windows XP, Windows 7, Win 10, Windows Server 2003/2008, Linux, Ubuntu, Centos,
Applications: Photoshop, Norton Ghost, Adobe Reader, Microsoft Works, Norton Antivirus,
Altiris Deployment Server/Console Windows SUS Asterisk VOIP
TCP/IP, DHCP, WINS, DNS
PROFESSIONAL ASSETS
I am a skilled technician, with experience specializing in thin client setup, hardware installation, troubleshooting configuration, and supporting different operating systems.
Windows Server 2003-2009 with Active Directory installation and configuration
Experienced with Antivirus software applications: Symantec, McAfee, and Norton, including Anti-Spyware.
Dedicated professionalism exemplifying the White Glove treatment standard of customer service
Problem solving ability and take-charge mentality when leading projects.
Inventory and asset management of equipment on loan, lease or permanent tenure.
PROFESSIONAL EXPERIENCE
My firm has supported over 50 clients as a managed service provider utilizing my interpersonal skillset to achieve an optimum level of service and meeting agreed upon service level agreements, resolving issues ranging from general hardware failures to operating system upgrades, I’ve also provided vendor support on the purchase of VOIP and Call Center hosted solutions. I have configured, including designation of folder and file permissions, for my client’s that can’t afford to purchase a server at the present time I have also setup and configured work groups.
Harris Consulting Services
Deskside Engineer
Jan 2012 – May 2019
Provided daily response to ticket- request, questions, complains & incidents in Win 7, Win 10, and Linux.
Performed system hardware analysis to find root cause of failures and also classify & prioritize tickets based on schedule for resolution / delivery.
Perform ticket updates, ticket closures with resolution and delivery details entered into the ticketing system such Heat or Remedy.
Specialist in Hardware & Software Maintenance &Troubleshooting, Mail Configuration, Outlook Troubleshooting.
Troubleshoots minor equipment malfunctions and corrects them as directed by Computer operation manuals following standard procedures given by my supervisors.
Troubleshooting experience with the following: Remote users, LAN, Printers etc. Proprietary and standard software applications, Phone Systems, Windows (various versions), and Active Directory
·
Trupsalms Management/Harris Technical Consulting
Desktop Support Engineer (Contract) Harvey, IL
Operating System installations and upgrades including hardware
Provided Onsite Surveys for clients
VOIP\Call Center Technical Support
Ability to analyze, diagnosis and resolve reported problems on hardware, software, OS, applications and device compatibility.
Experience with TCP/IP and general networking issues
Patching Network connections from inside the server room or closet.
Ability to retain detailed information needed to solve complex problems
Experience providing superior customer service and support
CDW Contract Oct 2011 – Dec 2011 Chicago, IL
Desktop Support Technician
Responsible for the upgrades and pc refreshes including data transfer and migration of user’s from their old machines to their new machines.
Performed troubleshooting application issues, such as MS Office Suite.
Used Remedy ticketing system to locate and track the status on outstanding user requests, as well as monitoring the status on current problems.
Interacted with clients daily with issues such as configuring a loaner laptop, installation of phones, or providing them with support for other issues.
During my time as a desktop technician at CDW, my daily functions included working with my team to monitor and support users who are having issues with the computer, phone, email, or conference room setups; I monitored the Remedy ticketing system for escalated problems and resolved them. Configure IOS, Android, and BlackBerry, with exchange. Reset Active Directory accounts, removed inactive user from Active Directory, and created new user accounts in Active Directory. My priority at CDW was to maintain the ticketing queue as much as possible.
American Dietetic Association Contract July 2011 – Sept 2011 Chicago, IL
Desktop Support Technician
Responsible for the upgrades and pc refreshes including data transfer and migration of users from their old machines to their new machines.
Responsible for using windows deployment services along with sysprep to image and prepare machines to join the domain.
Entered asset information for new hardware and assisted in preparing the inventory for data migration and imaging.
Full life Cycle Asset Management (receiving, un-boxing, tagging, storing, pulling, shipping reconciling)
Upgraded OS from XP to Windows 7
In my role as a desktop technician at American Dietetic Association, my daily functions consisted of inventory management, and checking the scheduling queue for users that were scheduled to be imaged. Once verified that the user was on the list, I would then pickup their equipment for staging. Once the devices were set up we deployed the selected images, I then verified that images came down correctly. Then we would upload and deploy the user’s data. Here we upgraded to Windows 7 from Windows XP, also provided some after support for outlook and Microsoft office issues.
SHI @Verizon Contract Jan 2011 – April 2011 Chicago, IL
Desktop Support Technician
Responsible for the upgrades and pc refreshes including data transfer and migration of users from their old machines to their new machines.
Involved in using scripted tools or manually transferring data depending on the type of machine.
Prepared and assisted in preparing the inventory for data migration and imaging.
Full life Cycle Asset Management (receiving, un-boxing, tagging, storing, pulling, shipping reconciling)
Coordinated logistics for Assets for deployment in different sites
Upgraded OS from XP to Windows 7
In my position as desktop technician at Verizon, my daily functions consisted of inventory management, and checking the scheduling queue for users that were scheduled to be imaged. Once verified that the user was on the list, I would then intake their equipment for staging. Once the devices were set up, we deployed the selected images, I then verified that images came down correctly. Then we would upload and deploy the user’s data. We upgraded to Windows 7 from Windows XP, also provided some after support for outlook and Microsoft office issues.
HP/Microsoft Contract March 2010 – December 2010 Northlake, IL
Data Center Technician
Responsible for hardware, software, and network troubleshooting.
Involved with server imaging, deployment, configuration also did re-build machines and decommission servers.
Prepared the inventory for maintenance generated in weekly reports.
Team member involved in Stock Room Coordination during the project / receiving, tagging, and storing
Created Excel spread sheet for deployment record keeping.
Worked as a Data Center Technician at Microsoft, my daily functions consisted of checking the queue for tickets that have not yet been completed. Once I have verified, the information on the ticket, I would head to the staging area where the devices for deployment were located. I’d verify that all parts and components are intact and in place before deployment. One the deployment of the devices was complete, I’d then submit a work log containing status updates, by the end of the workday. Devices for deployment consisted of servers, routers, switches, rack, rails, power monitoring devices, fiber and copper cabling, along with labels for devices.
Compu-Action Inc. Contract October 2009 – March 2010 Chicago, IL.
Desktop Support Technician
Responsible for hardware, software, and network troubleshooting, including operating systems such as XP, Vista.
Involved with server imaging, deployment, configuration also did re-builds and decommissions.
Prepared or help prepare the inventory for maintenance that is generated in weekly reports.
My Daily Responsibilities included completing my assigned tickets. Roles included removing and replacing power jacks in customer’s laptops, by the process of soldering. Ordering components for laptops, desktops, and printers such as; motherboard, power boards, inverters, LCD’s, Hard Drives, Memory, Fusers, Rollers, and Maintenance Kits. Assisted coworkers in troubleshooting issues with operating system: such as XP, Vista. Perform data backups and recovery due to failing hard drives and wiping of hard drives. I maintained files for RMA parts that covered under warranty.
Rexam Beverage Can Contract March 2008 – April 2008 Chicago, IL
Desktop Support Technician
Unboxed Dell equipment and examined for defect
Imaged Dell computers for deployment readiness
Performed Desk top support for users located in different areas around the USA
Performed Access and security trouble shooting
Worked as a contractor at Rexam Beverage America, my primary job was to image: truck mount Pc’s, Dell Desktop’s GX150, 280,620, 745, 755 and Dell Laptop’s D600, 610, 620, 630, 400, 410, 420, and 430. ensure everything was up and running without error, I was to assist the technical team by performing desktop support and provided remote desktop support to end users located at different plants across the United States. Ticket issues ranged from licensed program installs, AD Accounts setup, folder rights, program upgrades and access, printer installs, group policy updates, and new employee setups. This location operated in a Windows XP environment.
CNA Insurance Contract March 2008 – July 2008 Contract Chicago, IL
Desktop Support Technician
Responsible for hardware, software, and network troubleshooting.
Involved with server imaging, deployment, configuration, re-builds and decommissions.
Prepared or help prepare the inventory for maintenance that is generated in weekly reports.
Team member involved in Stock Room Coordination during the project / receiving, un-boxing, tagging, and entering data into a asset repository database
Troubleshooting Microsoft outlook problems.
As one of the members of the pc deployment & data migration team, my responsibilities were to ensure that all workstations; according to the matrix sheet where setup on each floor with the proper equipment: Dell Optiplex 755’s And IMB T40 Laptops. Those inventoried as having flat screen monitors would not get one according to the spreadsheet at the end of staging. Throughout staging it was our job to keep up with the updates made to the spreadsheet, once all equipment was staged and inventoried. I also assisted with the staging, and deployment of computer equipment from a predetermined area.
Bank of America Computer Rollout (Contract) January 2008 – January 2008 Chicago, IL
Received and unboxed new equipment
Worked as a support technician, I assisted within a small group focusing on setup, installation, and configuration of the client in a team environment. We were deploying in an area close to the users primarily involved in the rollout of the client on IBM laptops and desktops. There were approximately 240 machines, while connecting hardware attention given to the phone setup. This was an over pc deployment within various departments.
ABN AMRO Computer Rollout (Contract) January 2008 – January 2008 Chicago, IL
Received and unboxed new equipment
Worked as a Support Technician, I participated in preparing computer for staging prior to shipping. Insured that machine contained specific asset information as they were shipped to the new location for deployment. Upon arrival of machines to the new site, the machines were assigned to specific areas. We were primarily involved in the hardware upgrade of disconnecting desktop and laptop computers from one environment and relocating them to another site then reconnecting them. This work also entailed connecting local printers as needed.
Citadel Investment Group Shipment and Inventory December 2007 – January 2008/2010 Contract Chicago, IL
As one of the members of the shipment and inventory team, My Job was to ensure that once the shipment had arrived, was to verify its accuracy against the data sheet that was given to us upon delivery. Then after all the shipments were accounted for, we would ensure its proper placement in the staging area, for the unpacking and setting up of the workstation to be scanned into inventory. Imaging was performed at a later time within the overall proc
University Of Illinois Computer Deployment Team September 2007 – October 2007
Chicago, IL
Received and unboxed new equipment
Boxed, and coordinated logistics for old equipment and disposal
As a computer installer, I worked in a competitive team environment deploying HP desktop 7700 series. This rollout consisted of over 2500 desktops. We were responsible for meeting production quotas. We also involved moving from old thin client environment to new Windows XP environment. While machine was being imaged by senior technicians, I was responsible for readying the environment for deployment according to the specific department labels according to floor layout. We then loaded carts and dispatched workstations to the floors and departments as specified and verified it against the listing on the deployment sheet. We disconnected the old thin client computers and followed a basic script by taking down information from the old computer and followed that script by installing the new desktop computers and assigning them to the network with a new workstation name and also setup the network printer. This location was Windows XP environment.
Deals for You Computers Laptop Technician March 2007- June 2007 Arlington Heights, IL
* Boxed and shipped equipment for deployment
As a Laptop hardware technician, I was working on a variety of laptops and desktops. I Performed various installations, upgrades, and system repairs such as replacing motherboards, memory, LCD’s displays, keyboards, hard drives, and CD-ROMs drives. I installed operating systems: Windows XP and 2000 while configuring components such as wireless Internet (Wi-Fi). I was responsible for troubleshooting any technical problems, applying any patches or necessary fixes. I worked in a team environment following guidelines setup for daily operations of the department. I assisted in after hour and weekend support when needed. Also lead the project for a company equipment disposal, which included wiping hard drives.
EDUCATION, TRAINING, AND CERTIFICATES
School Name: Program of Study or Major: Grad Date: Certifications:
South Suburban College Computer Information Technology Enrolled Cisco A+
Contact this candidate