Service Desk Information Technology

Shannon Wayne Bowen

Seabrook, TX *****

Tel: 832-***-****

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

HIGHLY QUALIFIED IT PROFESSIONAL

Technically sophisticated information technology professional with demonstrated success in computer system/network administration, field engineering, and data communications. Proven expertise and strong ability to increase reliability, maximize productivity, and introduce system efficiencies. Strong written and oral skills with a tenacious work ethic with an utmost emphasis on proficiency and quality on any and all issues. WORK EXPERIENCE

06/2011 – 02/2024 - BIOREFERENCE LABORATORIES, INC. FIELD ENGINEER – HOUSTON LAB IT – SERVICE DESK

Responsible for the installation and maintaining of PCs and peripherals supplied by lab to the clients for all of Texas. Connect directly to clients’ existing network, including hospital networks. Working directly with Sales Reps and Sales Managers to ensure client satisfaction was a main priority. Assist Regional Service Manager with client-related tasks regarding client's lab compendiums. Customizing client's lab compendiums in CareEvolve to better fit client's needs. Assess client's needs including customizing network functionality and workflow and assist in designing network functionality to fit client's workflow needs. Travel to other regions of the country to assist in rollouts after lab acquisitions and mergers. Report expenses via Concur.

Added Responsibilities as of 01/01/2020: Solely responsible for Houston Lab for any and all IT needs including Lab move during Covid shutdown. Install and maintain all PCs, printers, routers, switches, wireless access points, security cameras, ADP timeclocks, vendor- related issues with analyzers, data cabling needs, etc. Simultaneously solely responsible for IT issues in Texas concerning the Houston Lab and field-related issues. Upgraded 85+ PCs from Windows 7 to Windows 10 and installed all relevant lab-related software and drivers on PCs. Maintain necessary inventory stock for aforementioned IT hardware and supplies. Thirdly, onboarded to Service Desk Team circa January 2022 whilst continuing to support the field-related issues and installations and Houston Lab responding to Houston Lab IT issues. Admin rights to the following software for end-user support: Active Directories, Microsoft Exchange Server, Microsoft Print Server, Azure Active Directories Admin Center, Exchange Admin Center, Mobile Iron for cell phone administration, Smartsheet Admin, ADP Administrator; LIMS, Xifin, Jira, O365 Exchange Admin Center. Assist in setting up new users, adding roles in AD or Azure, Forticlient VPN, various related end-user software on company-issues laptops, and terminations. 09/2007 – 06/2011 - INFINET TECHNOLOGIES

OWNER / IT CONSULTANT

Provide IT support for residential and commercial accounts. Setup domain-driven networks with personalized logon scripts for ease of user responsibilities and to minimize down-time of business-essential peripherals. Optimize networks and provide network and PC audit data for client perusal. Help clients to decide on the most cost-effective approach in dealing with IT solutions. Rebuild client Servers and PCs with data preservation, transfer, and/or conversion. Troubleshoot network failure, identify, and resolve network issues in a timely manner with minimal down-time during business hours. Provide on-site support as well as remote desktop control support. 06/1998 – 09/2007 - MISYS HEALTHCARE SYSTEMS

SENIOR FIELD ENGINEER – BRANCH MANAGER / TEAM LEADER Manage and perform implementation of new system installations, system/server upgrades, network upgrades, and data conversions/upgrades. Communicate and coordinate with Misys support structure, end-user contacts and physicians, and third-party vendors to ensure smooth implementation throughout the entire process. Provide on-site hardware and software support for large Houston-area client base. Promoted to Branch Manager in 1999 and was responsible for managing Houston Branch Field Engineers as well as managing business assets and parts inventory for the Houston Branch office. Responsible for administrating the closure of the Houston Branch after 2001 flood and subsequently promoted to Team Leader. Awarded Employee of the Month three times and recipient of the Misys 2006 Presidents' Award for Peak Performance. Education: MTI College of Business and Technology - Associates of Occupational Studies Degree of Computer Systems Occupational Technology

Certifications: MCP, Comptia Network +, Comptia A+, Dell Certified, Certified Customer Support Specialist (CSS) REFERENCES AVAILABLE UPON REQUEST